Service Level Agreement
Last updated: February 23, 2026
Quick Summary
This summary is for convenience only. The full terms below are what actually govern our service level commitments.
- Uptime: We commit to 99.9% monthly uptime for paid subscribers.
- Maintenance: Scheduled maintenance windows are announced at least 48 hours in advance.
- Support: Response times range from 4 hours (critical) to best-effort (low).
- Credits: Service credits apply when we miss our uptime targets.
- Billing: Credits are applied through your AWS Marketplace subscription.
Table of Contents
1. Introduction
This Service Level Agreement ("SLA") describes our uptime commitments, support response targets, and service credit policy. It applies to paid subscribers of compliance.tf. Free-tier users receive best-effort availability with no SLA guarantees.
2. Service Availability
We target 99.9% monthly uptime for the compliance.tf registry, API, and web application. "Uptime" means the Service is accessible and functioning for its intended purpose.
Monthly uptime is calculated as: ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100
"Downtime" means a period of five or more consecutive minutes where the Service is materially unavailable to all users. Brief intermittent errors and latency spikes don't count as downtime.
Exclusions from the uptime calculation: scheduled maintenance, force majeure events, failures caused by factors outside our reasonable control (including AWS infrastructure outages beyond our architectural redundancy), and issues resulting from customer actions or equipment.
3. Scheduled Maintenance
We schedule maintenance during low-traffic windows (typically weekends, early morning UTC). We'll give at least 48 hours' notice for planned maintenance through our status page and email notifications to account holders.
Emergency maintenance (security patches, critical fixes) may happen with shorter notice, but we'll communicate as quickly as possible.
4. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service is completely unavailable or a security incident is in progress | 4 hours |
| High | Major feature is broken or significantly degraded for multiple users | 8 hours |
| Normal | Non-critical issue affecting functionality, or a general question | 2 business days |
| Low | Feature requests, minor cosmetic issues, or general feedback | Best effort |
Response times are measured during business hours (Monday–Friday, 09:00–17:00 CET), excluding Norwegian public holidays. Critical issues are monitored around the clock.
5. Service Credits
If we miss our uptime target, you can request service credits.
| Monthly Uptime | Credit |
|---|---|
| Less than 99.9% but at or above 99.0% | 10% of monthly subscription fee |
| Less than 99.0% but at or above 95.0% | 25% of monthly subscription fee |
| Less than 95.0% | 50% of monthly subscription fee |
To request a credit, contact us within 30 days of the affected month through our Contact page. Include dates, times, and a description of the downtime you experienced.
Credits are applied to your next billing cycle through AWS Marketplace. Credits are your sole remedy for downtime.
6. Exclusions
This SLA does not apply to:
- Scheduled maintenance (with proper notice)
- Downtime caused by customer actions, misconfiguration, or unauthorized use
- Third-party service failures outside our control
- Force majeure events (see our Terms and Conditions)
- Beta features, preview releases, or free-tier usage
- Issues arising from customer-side network connectivity
7. Reporting Issues
To report a service issue, contact us through our Contact page with:
- A description of the issue
- The approximate time it started
- Any error messages or screenshots
For critical issues, include "CRITICAL" in your subject line.
8. Changes to This SLA
We may update this SLA from time to time. If we make changes that reduce our commitments, we'll give at least 30 days' notice. The updated version will be indicated by a new "Last updated" date at the top.