Service Level Agreement
This Service Level Agreement ("SLA") applies to paid plans of the Envelope service. It does not apply to the free public verifier endpoint or to private-beta tiers; those are best-effort.
1. Targets
- Monthly uptime: ≥ 99.9% for Pro and Enterprise tiers. Personal tier is best-effort.
- Envelope p95 latency: target ≤ 150 ms at the API edge for Pro and Enterprise tiers, measured monthly on a rolling basis from public observability data.
- Verifier p95 latency: target ≤ 100 ms for Enterprise; ≤ 200 ms for Pro.
2. Service credits
If we miss the monthly uptime target, you may request a service credit applied to the next billing cycle:
- ≥ 99.0% but < 99.9% → 10% credit of the affected month's fees.
- ≥ 95.0% but < 99.0% → 25% credit.
- < 95.0% → 50% credit.
Service credits are the sole and exclusive remedy for any SLA miss and are capped at 50% of the monthly fee for the affected service in any one month.
3. Exclusions
The SLA does not apply during: (a) scheduled maintenance announced at least 48 hours in advance; (b) emergency security patches; (c) issues caused by your code, configuration, or third-party services not operated by EpochCore; (d) force-majeure events as defined in the Terms of Service; (e) periods during which your account is in arrears.
4. Claim process
To claim a service credit, email sales@epochcoreqcs.com within 30 days of the affected month, citing the specific incident time-range. We will respond within 10 business days.
5. Status
Incident status is published on the security disclosures channel while a public status page is being provisioned.