Service levels
Uptime and support response targets by plan. Scale and Custom plans include a contractual uptime guarantee with service credits.
By plan
| Plan | Monthly uptime | Service credits | First response | Channels |
|---|---|---|---|---|
| Launch | 99.9% target | Not included | 24 hours | Email, WhatsApp |
| Grow | 99.9% target | Not included | 12 hours | Email, WhatsApp |
| Scale | 99.95% guaranteed | See below | 4 hours | Shared Slack channel, email, WhatsApp |
| Custom | 99.95% or 99.99% | Set in contract | 1 to 4 hours | Shared Slack channel, phone, named engineer |
Service credits
Applies to Scale plans. Custom plans use the credit schedule in the contract.
| Monthly uptime | Credit |
|---|---|
| Below 99.95%, at or above 99.9% | 10% of the monthly fee |
| Below 99.9%, at or above 99.0% | 25% of the monthly fee |
| Below 99.0% | 50% of the monthly fee |
Definitions
- Downtime
- A period of at least one minute in which your application returns errors for all requests, or your managed database is unreachable from your application, as measured by our external monitoring.
- Exclusions
- Maintenance announced at least 72 hours ahead on status.9live.in, and incidents caused by your code, your configuration, or third-party services your application depends on.
- Claiming credits
- Credits are applied automatically when our monitoring records a breach. If you think we missed one, email support@9live.in within 30 days.
- First response
- Time from your message to a reply from an engineer with a substantive update. Targets apply at all hours for production outages and during Indian business hours for other requests.
This page summarises the SLA. For Scale and Custom plans, the binding terms are in the SLA schedule attached to your order. We won't change them to your disadvantage during a contract term.
Need a higher commitment?
Custom plans can include 99.99% uptime, shorter response times and a named engineer.