Overview
This Service Level Agreement (SLA) describes EnSync’s commitments regarding platform availability, performance, and support for our cloud-hosted service.Uptime Guarantee
99.99% Uptime Commitment
EnSync commits to 99.99% uptime for our platform, measured monthly. This applies to:- Event publishing and delivery
- SDK connections
- Dashboard access
- API availability
Plan-Specific SLA Coverage
| Plan | SLA Coverage | Uptime Guarantee |
|---|---|---|
| Starter | No formal SLA | Best effort - we aim for high availability |
| Startup | No formal SLA | Best effort - we aim for high availability |
| Scaleup | ✅ Covered | 99.99% uptime |
| Enterprise | ✅ Covered | 99.99% uptime |
While Starter and Startup plans don’t have formal SLA coverage, we maintain the same infrastructure and aim to provide high availability at all times.
Performance Commitments
Event Delivery Latency
EnSync targets 50ms per message for event delivery latency (publish to delivery).In practice, latency is typically much lower. The 50ms target accounts for our alpha stage with multi-region hosting as we continue to optimize performance.
High Throughput
EnSync delivers high throughput optimized for partner integration workloads, with horizontal scaling to handle growing partner ecosystems.Data Retention
Data retention varies by plan tier:| Plan | Event Retention | Log Retention |
|---|---|---|
| Free | 1 day | 1 day |
| Startup | 7 days | 7 days |
| Scaleup | 14 days | 14 days |
| Enterprise (Cloud) | 30 days | 30 days |
| Enterprise (Self-Hosted) | Configurable | Configurable |
Maintenance Windows
Scheduled Maintenance
EnSync performs scheduled maintenance to ensure platform reliability and security. Advance Notice:- Starter: No advance notice required
- Startup: 1 week advance notice
- Scaleup: 1 week advance notice
- Enterprise: 1 month advance notice
- Scheduled maintenance windows are excluded from uptime calculations
- We aim to minimize disruption during maintenance
- Critical security updates may require shorter notice periods
Service Credits
SLA Breach Compensation
If EnSync fails to meet the 99.99% uptime commitment for Scaleup or Enterprise plans, we provide service credits in the form of additional event bandwidth. Credit Calculation:| Monthly Uptime | Service Credit |
|---|---|
| < 99.99% but ≥ 99.9% | 10% of monthly event bandwidth |
| < 99.9% but ≥ 99.0% | 25% of monthly event bandwidth |
| < 99.0% | 50% of monthly event bandwidth |
- Contact [email protected] within 30 days of the incident
- Provide details of the service disruption
- Credits will be applied to your next billing cycle
Support Channels
Available Support
All plans have access to email support:- Email: [email protected]
- Direct access to EnSync founders
- Priority support response
- Dedicated support for critical issues
SLA Exclusions
This SLA does not apply to service unavailability caused by:Customer-Related Issues
- Customer misconfigurations
- Incorrect SDK usage
- Invalid credentials or permissions
- Using unofficial SDKs or tools
- Client-side network issues
External Factors
- DDoS attacks or other malicious activities
- Acts of God (natural disasters, extreme weather, etc.)
- Third-party service failures
- Infrastructure provider outages (AWS, GCP, etc.)
- Internet backbone failures
Planned Events
- Scheduled maintenance (with proper notice)
- Emergency security patches
- Customer-requested changes or migrations
Measuring Uptime
Calculation Method
Uptime is calculated as:Monitoring
EnSync continuously monitors:- Platform availability
- Event delivery success rates
- API response times
- SDK connection health
Incident Reporting
Customers can check platform status and report incidents:- Health Check: EnSync Messaging Engine
- Email: [email protected]
- Dashboard: Notifications for ongoing incidents
SLA Updates
EnSync reserves the right to update this SLA with:- 30 days notice for material changes
- Immediate updates for clarifications or non-material changes
Contact
For SLA-related questions or to report service issues:- Email: [email protected]
- Enterprise Customers: Direct founder access via your dedicated channel
Last Updated: October 2025