1. Uptime Commitment
Resillator commits to a 99.9% monthly uptime target for all paid plans. Uptime is measured as the percentage of total minutes in a calendar month during which the Service is available and operational.
2. Downtime Definition
Downtime is defined as any period where:
- The Resillator web application is completely inaccessible to all users
- Core functionality (creating, reading, updating entities) is non-functional for more than 5 consecutive minutes
- Authentication services are unavailable, preventing users from signing in
Partial degradation of non-core features (e.g., AI suggestions, analytics) does not constitute downtime for the purposes of this SLA.
3. Service Credits
If we fail to meet our uptime commitment, affected customers on paid plans are eligible for service credits applied to future invoices:
| Monthly Uptime | Service Credit |
|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are capped at 50% of the monthly subscription fee and cannot be redeemed for cash.
4. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance: Pre-announced maintenance windows with at least 48 hours notice
- Force majeure: Natural disasters, wars, government actions, pandemics, or other events beyond our reasonable control
- Third-party outages: Failures of upstream providers (Vercel, Neon, Stripe, Anthropic) outside our control
- Customer-caused issues: Problems resulting from customer's own equipment, software, or network connectivity
- Abuse or misuse: Downtime caused by actions that violate our Terms of Service
5. How to Claim Credits
To request a service credit:
- Submit a request within 30 days of the downtime incident
- Email support@resillator.xyz with your workspace name and the dates/times of the outage
- We will verify the claim against our monitoring data and respond within 5 business days
- Approved credits will be applied to your next billing cycle