1. Service level commitment
Deployxa is engineered for continuous resilience, automated container self-healing, zero-downtime rolling deployments, and distributed edge routing. This Service Level Agreement (“SLA”) sets out our availability commitments for customers on paid plans (Developer, Pro, and Enterprise).
Deployxa commits to maintaining a Monthly Uptime Percentage of at least 99.9% during each monthly billing cycle for the platform control plane (API, CLI, build infrastructure) and data plane (edge proxy routing and running application containers).
2. Service credit schedule
If the Monthly Uptime Percentage for a paid workspace falls below our 99.9% commitment in any billing month, you are eligible to receive a Service Credit calculated as a percentage of your monthly subscription fee:
| Monthly Uptime Percentage | Service Credit (% of Monthly Base Fee) |
|---|---|
| ≥ 99.0% and < 99.9% | 10% Credit |
| ≥ 95.0% and < 99.0% | 25% Credit |
| < 95.0% | 50% Credit |
3. SLA exclusions
The Service Level Commitment does not apply to any performance issues or unavailability resulting from:
- Free Tier Workloads: Workloads operating on the Free plan or trial accounts.
- Scheduled Maintenance: Maintenance windows announced at least 48 hours in advance via our status page or dashboard.
- Application-Level Errors: Bugs, syntax errors, application crashes, unhandled exceptions, or database connection exhaustion within customer code.
- Third-Party Upstream Failures: Outages of external services your app relies on (e.g. GitHub API, OpenAI, third-party databases, external DNS).
- Denial of Service & Abuse: External cyberattacks exceeding reasonable volumetric thresholds or enforcement actions taken under our Acceptable Use Policy.
4. How to claim a service credit
To claim a service credit, workspace owners must submit a claim to [email protected] within 30 days of the incident, including the dates, times, and affected project IDs. Service credits are applied to future billing invoices and cannot be exchanged for cash.
Questions about this document? Email [email protected].