Starter ($49/mo)
99.5% monthly uptime target
Credit policy: Service credits not bundled. Best-effort SLA with email-channel support.
Monitoring: 5-minute synthetic monitoring; status page real-time.
Uptime SLA
Uptime targets, history and incident response
Published SLA targets per tier, 6-month historical uptime metrics, service-credit policy and a 6-step incident-response procedure. Real-time status: status.slatech.ai. Pairs with security controls, architecture overview and compliance glossary.
SLA targets per tier
Pro ($249/mo)
99.9% monthly uptime target
Credit policy: 10% monthly fee credit if uptime drops below 99.5%. 25% if below 99%.
Monitoring: 5-minute synthetic monitoring + per-tenant query latency tracking; status page real-time.
Enterprise ($499/mo)
99.9% monthly uptime target
Credit policy: 10% monthly fee credit if uptime drops below 99.5%. 25% if below 99%. 50% if below 95%.
Monitoring: 1-minute synthetic monitoring + per-tenant query latency tracking; priority status notification.
Custom Solutions (custom)
99.95% monthly uptime target (single-tenant deployment)
Credit policy: Negotiated in the MSA. Typical: 15% monthly credit per 0.1% under target. Direct CSM escalation channel.
Monitoring: 15-second synthetic monitoring; dedicated Pingdom dashboard; on-call SRE escalation procedure.
Historical uptime (last 6 months)
| Month | Uptime | Incidents | Notes |
|---|---|---|---|
| June 2026 (m-t-d) | 99.97% | 0 | No production incidents. WAF blocked 2.1M malicious requests. |
| May 2026 | 99.94% | 1 | 12-minute degradation 2026-05-17 due to a vector-store index-rebuild — resolved automatically. |
| April 2026 | 99.99% | 0 | No production incidents. Strong month. |
| March 2026 | 99.92% | 1 | 8-minute Cloudflare edge incident affecting global edge routing — out of SLAtech direct control but still counted. |
| February 2026 | 99.96% | 0 | Brief cloud-region partition tested failover — no customer impact. |
| January 2026 | 99.98% | 0 | Stable month. Wedge upgrade to .NET 10 was zero-downtime. |
Rolling 6-month average: 99.96%. Real-time live data: status.slatech.ai.
6-step incident-response procedure
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1. Detection
Sentry alert or synthetic-monitoring failure triggers PagerDuty-equivalent rotation. Acknowledged within 5 minutes for P1, 15 minutes for P2.
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2. Triage
On-call SRE assesses impact scope (which tenants, which features). Status page updated within 10 minutes of acknowledgment with initial impact assessment.
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3. Mitigation
Standard runbook applied (failover, rollback, hotfix). Median mitigation time for known patterns: 15 minutes. Novel incidents: 30-60 minutes.
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4. Resolution
Service confirmed restored across synthetic monitors and a sample of tenant transactions. Status page updated with resolution timestamp.
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5. Post-mortem
Public post-mortem published within 5 business days. Includes timeline, root cause, customer impact (number of tenants affected, duration), corrective actions (technical + process).
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6. Customer follow-up
Affected Pro/Enterprise/Custom Solutions tenants receive direct email with incident details + applicable service credit. Custom Solutions tenants get a dedicated post-mortem call.
Reporting a security or uptime incident?
SECURITY incidents: security@slatech.ai. UPTIME / customer impact: status.slatech.ai live feed.
Buyer evaluation tools
Four self-serve tools for evaluating SLAtech (or any AI chatbot vendor) without a sales call: