Service Level Agreement

We target 99.5% monthly uptime for the Agilentic platform, excluding scheduled maintenance windows announced at least 48 hours in advance.

Uptime is calculated as: (total minutes in month − downtime minutes) / total minutes in month × 100%.

Downtime is defined as inability to access core dashboard and metric features. Partial degradation of non-critical features does not count as downtime.

If monthly uptime falls below 99.5%, customers on Pilot or above are eligible for service credits: 99.0–99.5% → 5% credit; 95.0–99.0% → 15% credit; below 95.0% → 30% credit.

Credits are applied to the next invoice. Credits are the sole remedy for availability failures.

SLA credits do not apply to: (a) outages caused by customer actions; (b) force majeure events; (c) Azure DevOps or third-party API outages; (d) accounts in arrears.

Pilot subscribers: email support with 8-hour business-hours response target.

Beta / Scout Free: community support via GitHub Discussions.