1. Uptime Commitments
Monthly uptime percentage targets by plan tier, measured over a rolling calendar month.
| Plan | Uptime SLA | Allowed downtime/month | Support SLA |
|---|---|---|---|
| Starter | 99.5% | 3h 39m / month | Email (48h) |
| Professional | 99.9% | 43m / month | Email (24h) + chat |
| Growth | 99.95% | 21m / month | Email (12h) + chat |
| Enterprise | 99.99% | 4m / month | 24/7 dedicated (1h) |
| White Label | 99.99% | 4m / month | 24/7 dedicated (1h) |
* Enterprise and White Label customers may negotiate custom SLA addenda. Contact sales@quantaseal.io.
2. How We Measure Uptime
Monthly Uptime Percentage is calculated as:
Downtime is the total accumulated minutes in a calendar month during which the QuantaSeal API (api.quantaseal.io) returns 5xx responses to more than 5% of requests, as measured by QuantaSeal's monitoring system and confirmed on status.quantaseal.io.
- Measurements exclude scheduled maintenance windows communicated at least 48 hours in advance on the status page.
- Measurements are taken from QuantaSeal's internal monitoring infrastructure in AWS ap-southeast-2.
- Historical uptime data is published and retained for 12 months on the status page.
3. Service Credits
If QuantaSeal fails to meet the applicable Monthly Uptime Percentage, eligible customers will receive service credits applied against future invoices.
| Plan | Triggers when uptime falls below | Credit | Max credit/month |
|---|---|---|---|
| Starter | < 99.5% | 10% | 30% of monthly fee |
| Professional | < 99.9% | 15% | 30% of monthly fee |
| Growth | < 99.95% | 20% | 30% of monthly fee |
| Enterprise | < 99.99% | 25% | 30% of monthly fee |
| White Label | < 99.99% | 25% | 30% of monthly fee |
Credits are applied as account balance, not cash refunds. Credits do not accumulate across months. Maximum aggregate annual credit is 30% of annual fees paid.
4. Credit Claim Process
- Submit a credit request to sla@quantaseal.io within 30 days of the end of the month in which the downtime occurred.
- Include: your account email, the dates and times of the outage, and any error logs or screenshots.
- QuantaSeal will verify the claim against internal monitoring data and status page records within 10 business days.
- Approved credits appear on the next monthly invoice.
Tip: Subscribe to incident notifications on status.quantaseal.io to receive automatic alerts and timestamps for all incidents - this simplifies the claim process.
5. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance communicated at least 48 hours in advance
- Force majeure events (natural disasters, government action, war, terrorism, pandemics)
- Customer actions, including misconfiguration, exceeding rate limits, or using the service in violation of the Terms of Service
- Third-party service failures (Stripe, AWS, Cloudflare) not within QuantaSeal's reasonable control
- Issues arising from customer network or connectivity
- Beta, preview, or experimental features clearly labelled as such
- Free trial periods
6. Support Response Times
| Severity | Definition | Starter / Pro | Growth | Enterprise |
|---|---|---|---|---|
| P1 - Critical | Service unavailable, data loss risk | 24h | 4h | 1h (24/7) |
| P2 - High | Major feature impaired, no workaround | 48h | 12h | 4h |
| P3 - Medium | Feature impaired, workaround available | 72h | 24h | 8h |
| P4 - Low | Questions, feature requests | 5 days | 3 days | 2 days |
Response times are measured in business hours (ACST) for Starter and Growth plans. Enterprise support is 24/7.
7. Definitions
- DowntimeAccumulated minutes in a calendar month where the API error rate exceeds 5%.
- Monthly Uptime Percentage((Total minutes − Downtime) / Total minutes) × 100, calculated per calendar month.
- Scheduled MaintenancePlanned downtime notified at least 48 hours in advance on status.quantaseal.io.
- Service CreditAccount balance credit equal to the applicable percentage of the monthly fee for the affected plan.
- Response TimeTime from initial support ticket submission to first meaningful response by a QuantaSeal engineer.