Service Level Agreement
Effective Date: January 1, 2026 | Last Updated: February 9, 2026
1. Overview
This Service Level Agreement ("SLA") defines the uptime commitments that Deployer makes to its customers for the Deployer platform and associated services. This SLA applies to paid subscription plans and specifies the service credits available in the event of service unavailability.
2. Service Commitment
2.1 Standard Plans
Deployer commits to maintaining a Monthly Uptime Percentage of at least 99.9% for all paid subscription plans.
| Service Component | Uptime Guarantee | Maximum Downtime |
|---|---|---|
| Platform Management Services | 99.9% | 43.2 minutes/month |
| Compute Resources (Fabric) | 99.9% | 43.2 minutes/month |
| Database Services (Deployer Vault) | 99.9% | 43.2 minutes/month |
2.2 Enterprise Plans
Enterprise customers receive an enhanced SLA with a Monthly Uptime Percentage of at least 99.95%.
| Service Component | Uptime Guarantee | Maximum Downtime |
|---|---|---|
| All Service Components | 99.95% | 21.6 minutes/month |
Enterprise Benefits
- • Priority infrastructure allocation and redundant deployment architecture
- • 24/7 dedicated support with 15-minute initial response time
- • Dedicated account management and quarterly business reviews
- • Custom SLA terms available upon request
3. Definitions
3.1 Monthly Uptime Percentage
The total number of minutes in a calendar month minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month.
Monthly Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
3.2 Downtime
A period of time when the Deployer service is unavailable. Downtime is measured from when a system monitoring failure is detected by Deployer's monitoring systems until the service is restored. Downtime does not include periods excluded under Section 4 (Exclusions).
3.3 Service Availability
A service is considered available when it successfully responds to health check requests with appropriate status codes (HTTP 2xx/3xx for web services) or successfully accepts connections (for database services).
4. Exclusions
The SLA does not apply to any unavailability, suspension, or termination of services, or any other service performance issues resulting from:
4.1 Scheduled Maintenance
Announced at least 48 hours in advance, typically not exceeding 4 hours per month
4.2 Force Majeure Events
Natural disasters, war, terrorism, riots, government action, or other events beyond reasonable control
4.3 Customer Applications and Configurations
Application errors, misconfigurations, resource exhaustion, or improper use of services
4.4 Third-Party Services
Internet service provider failures, DNS issues, or external service dependencies
4.5 Bring Your Own Server (BYOS)
Issues originating from customer-owned infrastructure or network connectivity
4.6 Customer-Initiated Actions
Service interruptions caused by customer actions, including stopping or restarting services
4.7 Security Incidents
Targeted DDoS attacks or security breaches specific to customer applications
4.8 Free Tier
This SLA does not apply to free plan subscriptions
5. Service Credits
If Deployer fails to meet the Monthly Uptime Percentage commitment, customers are eligible to receive service credits as described below.
| Monthly Uptime Percentage | Standard Plans | Enterprise Plans |
|---|---|---|
| ≥ 99.0% and < 99.9% | 10% of monthly fees | 15% of monthly fees |
| ≥ 95.0% and < 99.0% | 25% of monthly fees | 30% of monthly fees |
| < 95.0% | 50% of monthly fees | 100% of monthly fees |
5.1 Credit Request Process
To receive a service credit, customers must submit a request through the support portal within 30 days of the incident. The request must include:
- • Customer account information
- • Date and time of the claimed Downtime
- • Affected service components
- • Supporting logs or evidence of unavailability
5.2 Credit Limitations
Service credits represent the sole and exclusive remedy for any service availability failures. Credits will be applied to future invoices and cannot be redeemed for cash. The maximum total credit for any calendar month shall not exceed 100% of the monthly service fees for that month.
6. Service Monitoring and Measurement
6.1 Monitoring Infrastructure
Deployer maintains automated monitoring systems that continuously track service availability from multiple geographic locations. Uptime calculations are based on these monitoring systems.
6.2 Status Page
Real-time service status is available at status.deployer.id. Customers may subscribe to receive automated notifications of incidents and scheduled maintenance.
6.3 Incident Communication Protocol
- • Initial notification within 15 minutes of incident detection
- • Status updates provided every 30 minutes during active incidents
- • Post-incident reports issued within 72 hours for major outages
- • Root cause analysis provided for incidents exceeding 1 hour of downtime
7. Customer Responsibilities
Customers are responsible for:
7.1 Properly configuring applications and services according to documentation
7.2 Maintaining adequate resource allocation for expected traffic and workload
7.3 Implementing application-level monitoring and health checks
7.4 Regular testing of backup and disaster recovery procedures
7.5 Promptly reporting suspected service issues through official support channels
8. Modifications to This SLA
Deployer reserves the right to modify this SLA at any time with 30 days' advance notice. Notice of modifications will be provided via email to the account administrator and posted on our website. Material changes that reduce the service level commitment will not apply to existing customers until their next contract renewal date. Continued use of the services following notice of such changes constitutes acceptance of those changes.
Contact Information
For questions regarding this SLA, incident reports, or service credit requests: