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Clarify uptime SLA: credit scope and per-service downtime measurement #2797

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stnguyen90 merged 2 commits into from
Mar 11, 2026
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Clarify uptime SLA: credit scope and per-service downtime measurement #2797

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Initial plan
Copilot Mar 11, 2026
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Update uptime SLA policy to clarify credits and service-specific uptime
Copilot Mar 11, 2026
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4 changes: 4 additions & 0 deletions src/routes/docs/advanced/platform/uptime-sla/+page.markdoc
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Expand Up @@ -17,6 +17,8 @@ We commit to maintaining the following monthly uptime percentages based on your
| **Scale** | 99.9% |
| **Enterprise** | 99.95% |

Uptime is measured only for the specific Appwrite services your organization actively uses. An outage affecting services that your organization does not use will not be counted as downtime under this SLA.

# Allowed downtime {% #allowed-downtime %}

Based on the above uptime commitments, permissible downtime durations are:
Expand All @@ -38,6 +40,8 @@ If we fail to meet our uptime commitment, affected users may be eligible for ser
| **Scale** | 10% of monthly fee | 25% of monthly fee | 50% of monthly fee |
| **Enterprise** | 10% of monthly fee | 25% of monthly fee | 50% of monthly fee |

Credits are calculated based on the monthly fee for your base subscription plan plus any non-usage-based add-ons (e.g., BAA, SOC-2). Usage-based charges are excluded from credit calculations.

# Credit request procedure {% #credit-request-procedure %}

To receive service credits, you must submit a support ticket within **30 days** of the incident via the Appwrite Console, providing relevant data, logs, or screenshots.
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