Uptime SLA

Uptime targets, history и incident response

Q: What's SLAtech's uptime SLA?

Starter 99.5% monthly. Pro и Scale 99.9% monthly. Enterprise 99.95% monthly (single-tenant). Service credits apply per the tier-specific credit policy. Status real-time at status.slatech.ai.

Q: What's the historical uptime over the last 6 months?

January 99.98%, February 99.96%, March 99.92%, April 99.99%, May 99.94%, June (month-to-date) 99.97%. Rolling 6-month average: 99.96%. Two minor incidents (1 Qdrant index-rebuild, 1 Cloudflare edge partition) within что period.

Q: How is uptime measured?

Synthetic-monitoring transactions из multiple AWS regions hitting /v1/query/ask с а known query, every 5 minutes (Starter/Pro), every minute (Scale), every 15 seconds (Enterprise). Includes API latency budget (response < 5 seconds = healthy). Independent verification available via а status-page widget.

Q: How are incidents reported и resolved?

6-step procedure: detection (Sentry / synthetic) → triage (status page within 10 min) → mitigation (runbook applied) → resolution → public post-mortem within 5 business days → customer follow-up с service credit. Enterprise tenants get а dedicated post-mortem call.

Q: Is there real-time uptime dashboard?

Yes — status.slatech.ai surfaces 12 metric groups: p50 / p95 / p99 query latency, retrieval recall, channel-specific success rates, EMR / CRM webhook delivery rates, и more. Updated в real-time via а live SSE feed.

Q: What happens during а security incident?

Same procedure plus immediate Sentry security-incident channel notification, optional engagement of legal counsel (privacy lawyers), и 24-hour customer notification SLA for significant incidents (per NIS2 alignment). Affected data, scope и mitigation enumerated в the post-mortem.

Published SLA targets per tier, 6-month historical uptime metrics, service-credit policy и а 6-step incident-response procedure. Real-time status: status.slatech.ai. Pairs с security controls, architecture overview и compliance glossary.

SLA targets per tier

Starter (€39/mo)

99.5% monthly uptime target

Credit policy: Service credits not bundled. Best-effort SLA с email-channel support.

Monitoring: 5-minute synthetic monitoring; status page real-time.

Pro (€89/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.

Scale (€199/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.

Enterprise (custom)

99.95% monthly uptime target (single-tenant deployment)

Credit policy: Negotiated в 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 (м-т-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 к а Qdrant index-rebuild — resolved автоматически.
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 но still counted.
February 2026	99.96%	0	Brief Azure region partition (West Europe ↔ North Europe) 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

1. Detection
Sentry alert или synthetic-monitoring failure triggers PagerDuty-equivalent rotation. Acknowledged within 5 minutes для P1, 15 minutes для P2.
2. Triage
On-call SRE assesses impact scope (which tenants, which features). Status page updated within 10 minutes of acknowledgment с initial impact assessment.
3. Mitigation
Standard runbook applied (failover, rollback, hotfix). Median mitigation time для known patterns: 15 minutes. Novel incidents: 30-60 minutes.
4. Resolution
Service confirmed restored across synthetic monitors и а sample of tenant transactions. Status page updated с resolution timestamp.
5. Post-mortem
Public post-mortem published within 5 business days. Includes timeline, root cause, customer impact (количество tenants affected, duration), corrective actions (technical + process).
6. Customer follow-up
Affected Pro/Scale/Enterprise tenants receive direct email с incident details + applicable service credit. Enterprise tenants get а dedicated post-mortem call.

Reporting а security или uptime incident?

SECURITY incidents: [email protected]. UPTIME / customer impact: status.slatech.ai live feed.

[email protected] status.slatech.ai