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Service Level Agreement

Effective for all Growth and Enterprise tier customers.

Uptime

Uptime commitments and service credits are published once measured uptime data exists for the service. No percentage is asserted before it is measured. Until then, this section describes the support model below.

Latency

Metric	Target
Pipeline p50	< 300ms
Pipeline p95	< 500ms
Pipeline p99	< 2,000ms
API response (non-pipeline)	< 100ms

Support

Tier	Response Time	Channels
Free	Best effort	Email
Growth	< 4 hours	Email, Slack
Enterprise	< 1 hour	Email, Slack, dedicated Slack channel, phone

Data Retention

Audit trail: 7 years (GDPR Art. 6(1)(c) legal obligation; aligned with SOC 2 retention guidance, not yet certified).
Payment records: 7 years.
API logs: 90 days.

Incident Response

Severity	Response	Resolution
Critical (service down)	15 min	4 hours
High (degraded)	1 hour	8 hours
Medium (partial)	4 hours	24 hours

Disaster Recovery

RTO: < 1 hour. RPO: < 5 minutes.
Database: PostgreSQL 16 with continuous WAL archiving.
Region: Frankfurt, EU (eu-central-1).
Backups: Automated daily, point-in-time recovery.

Data Sovereignty

All data stored and processed in Frankfurt, Germany (EU). No data leaves the EU unless explicitly requested by the customer for cross-region deployment.