Legal
Service Level Agreement
Our uptime, response and resolution commitments.
Last updated: May 1, 2026
Uptime
Hosting and SaaS products target 99.9% monthly uptime, excluding scheduled maintenance windows announced in advance.
Support response times
Critical: 1 hour · High: 4 hours · Normal: 1 business day · Low: 3 business days. 24/7 for production-down on Enterprise plans.
Credits
If we miss the uptime target, eligible customers receive service credits — 10% of monthly fee per 0.1% below target, up to 50%.
Exclusions
Outages caused by customer code, third-party providers, force majeure, or actions outside Coderlity's control are excluded.
Claims
Submit credit claims within 30 days to support@coderlity.com with affected timeframe and impact.