In plain English
- We do not advertise an uptime number we have not measured.
- Premier contracts include 99.9% monthly availability for the control plane and a 1-hour response for P0 incidents.
- Service credits and exclusions are defined in the order form.
1. Availability
Premier: 99.9% monthly availability of the web app and API control plane, excluding scheduled maintenance announced 72 hours ahead and third-party model-provider outages (shown per adapter on the status page).
2. Support response
- P0 (production release blocked by alt.qa): 1 hour, 24×7 — Premier.
- P1: 4 business hours.
- P2: 1 business day.
3. Credits
Defined in the order form. [Pending counsel review.]
This document is provided for transparency. Where a signed order form or master agreement exists, it controls. Previous versions are available on request.