> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ensync.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement (SLA)

> EnSync service level commitments and guarantees

## 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                              |

<Note>
  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.
</Note>

## Performance Commitments

### Event Delivery Latency

EnSync targets **50ms per message** for event delivery latency (publish to delivery).

<Info>
  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.
</Info>

### 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

**Maintenance Impact:**

* 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 |

**To Request Credits:**

1. Contact [support@ensync.cloud](mailto:support@ensync.cloud) within 30 days of the incident
2. Provide details of the service disruption
3. Credits will be applied to your next billing cycle

## Support Channels

### Available Support

All plans have access to email support:

* **Email**: [support@ensync.cloud](mailto:support@ensync.cloud)

**Enterprise Plan Benefits:**

* 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:

```
Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
```

### 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](https://node.gms.ensync.cloud/health)
* **Email**: [support@ensync.cloud](mailto:support@ensync.cloud)
* **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

Updated SLA terms apply from the effective date specified in the update notice.

## Contact

For SLA-related questions or to report service issues:

* **Email**: [support@ensync.cloud](mailto:support@ensync.cloud)
* **Enterprise Customers**: Direct founder access via your dedicated channel

***

*Last Updated: October 2025*