SLA / Uptime Commitment

This Service Level Agreement applies to paid LaunchSafe subscriptions and forms part of the Terms of Service. It does not apply to trials, previews or beta features.

Availability commitment

We target 99.9% monthly availability for the core platform, meaning the API and the control plane. That allows roughly 43 minutes of unplanned downtime in a 30-day month.

How we measure it

Monthly Uptime Percentage is the total minutes in the calendar month, minus Downtime Minutes, divided by the total minutes in the month.

A minute counts as downtime when every request to the control-plane health endpoint from our external monitors fails, or returns a 5xx error, for that entire minute. Measurement comes from our monitoring, is published in real time at status.launchsafe.com, and is the reference for any claim.

Exclusions

Downtime does not include unavailability caused by:

• Announced maintenance. We schedule it outside 09:00 to 18:00 in your primary region, announce it at least 72 hours ahead, and cap it at 4 hours a month.
• Emergency maintenance to address a security issue, announced as early as we reasonably can.
• Your own network, equipment, configuration or code, or a third-party service you asked us to integrate with.
• Suspension under the Terms of Service or the Acceptable Use Policy.
• Force majeure, or a failure of internet infrastructure outside our control.
• Beta, preview and trial features.

Service credits

If we miss the target in a calendar month you may claim a credit against your next invoice:

• 99.0% to under 99.9% — 10% of that month's fees.
• 95.0% to under 99.0% — 25% of that month's fees.
• Under 95.0% — 50% of that month's fees.

Credits are the sole and exclusive remedy for missed availability. To claim, email hello@launchsafe.com within 30 days of the end of the affected month with the dates and times of the incident. We respond within 30 days. Credits apply to future invoices, are not refundable in cash, and require your account to be current.

Support response targets

Business hours are 09:00 to 18:00 UTC, Monday to Friday, excluding US public holidays.

• Severity 1, production down with no workaround: 1 hour, 24x7.
• Severity 2, major feature unusable with a workaround: 4 business hours.
• Severity 3, minor issue or question: 1 business day.
• Severity 4, feature request or documentation: 3 business days.

These are targets for our first substantive response, not for resolution. Enterprise plans may carry different targets in their order form, which take precedence.

Chronic problems

If we miss 99.9% in three consecutive months, or fall below 95.0% in any single month, you may terminate the affected subscription without penalty on 30 days' written notice and receive a pro-rata refund of prepaid fees.