Uptime Guarantee & SLA
Ourcommitmenttoreliability,transparency,andautomaticcompensationwhenwefallshort.
Last updated: June 1, 2026
⚖ This SLA is part of the Entexia Terms of Service and applies to all active paid subscriptions.
Uptime Commitment
Measured as the percentage of minutes in a calendar month during which the Entexia platform is accessible and functional for end users.
Automatic Credit Policy
If monthly uptime falls below the target, affected customers receive a service credit applied automatically to their next invoice — no claim required.
| Uptime | Automatic Credit Policy |
|---|---|
| 99.0%–99.49% | 10% of monthly fee |
| 95.0%–98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are calculated based on the fee paid for the affected calendar month and applied automatically within one billing cycle.
Planned Maintenance
Routine maintenance is performed on weekdays between 22:00–02:00 CET/CEST or on weekends. We aim to complete maintenance with zero downtime using rolling deployments.
Customers are notified at least 48 hours before any maintenance that may cause service interruption, via email and in-app notification.
Planned maintenance windows that are announced at least 48 hours in advance are excluded from uptime calculations.
Incident Response Times
| Severity | First response | Target resolution |
|---|---|---|
| Critical (platform down) | 30 minutes | 4 hours |
| High (major feature broken) | 2 hours | 1 business day |
| Medium (degraded performance) | 4 hours | 3 business days |
| Low (minor issue) | 1 business day | Best effort |
SLA Exclusions
Downtime caused by Customer's own infrastructure, integrations, or misconfigurations
Scheduled maintenance announced at least 48 hours in advance
Force majeure events (natural disasters, widespread internet outages, cyberattacks beyond reasonable mitigation)
Third-party service outages (payment processors, tax authority portals, email delivery providers)
Accounts in trial, past due, or suspended status
Issues caused by Customer exceeding documented API rate limits
Real-Time Status
Live uptime metrics, incident history, and maintenance schedules are available at:
status.entexia.com ↗Questions about this SLA?
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