Service Level Agreement
Our commitment to reliability. Transparent uptime guarantees, service credits, and support response times for every plan.
Our Uptime Commitment
Livepasses is built on enterprise-grade cloud infrastructure designed for high availability and fault tolerance. We back our reliability with financially-backed SLAs that scale with your subscription tier.
Uptime Guarantees by Plan
| Plan | Uptime SLA | Max Monthly Downtime |
|---|---|---|
| Free / Starter | 99.5% | ~3h 39min |
| Developer | 99.9% | ~43min |
| Business | 99.95% | ~21min |
| Enterprise | 99.99% | ~4min |
Service Credits
If we fail to meet the uptime commitment for your plan, you are eligible for service credits applied to your next billing cycle.
| Monthly Uptime | Service Credit |
|---|---|
| < SLA target but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Support Response Times
Critical (P1)
< 1 hour24/7 for Business & EnterpriseHigh (P2)
< 4 hoursBusiness hours (Mon–Fri)Normal (P3)
< 24 hoursBusiness hours (Mon–Fri)Exclusions
The following are not considered downtime for SLA calculations:
- Scheduled maintenance with at least 48 hours advance notice
- Issues caused by factors outside our reasonable control, including force majeure events
- Failures resulting from customer's equipment, software, or third-party services
- API calls exceeding documented rate limits
- Features identified as beta or preview
- DNS propagation delays outside our managed infrastructure
Definitions
Monthly Uptime Percentage
The total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that month, expressed as a percentage.
Downtime
A period where the Livepasses API returns server errors (HTTP 5xx) for more than 5 consecutive minutes, excluding scheduled maintenance and excluded events.
Service Credit
A percentage of the monthly subscription fee credited to the customer's account for the next billing cycle. Credits do not exceed 50% of the monthly fee and are not redeemable for cash.
How to Request Service Credits
To request a service credit, submit a support ticket within 30 days of the incident. Include the affected dates, times, and a description of the impact. Our team will review the request and apply eligible credits to your next billing cycle within 5 business days.