Reliability
Service levels
We publish what we do rather than promises we cannot measure yet.
Contractual SLA
Free, Pro and Scale plans do not include a contractual uptime commitment or service credits. A written SLA with uptime targets and credits is available as part of an Enterprise agreement: [email protected].
What we do on every plan
- 24/7 automated monitoring of every server, database, pooler and API, with alerts to the operator, including from outside the main servers.
- Live status, incidents and maintenance on the status page.
- Maintenance that may interrupt service is announced in advance where possible and scheduled outside business hours in the affected region.
- Moves between servers keep your URL, keys and connection strings unchanged.
Support response targets (best effort)
| Plan | Channel | First response target |
|---|---|---|
| Free | Dashboard tickets | Best effort |
| Pro | Dashboard tickets, e-mail notifications | 2 business days |
| Scale | Priority tickets | 1 business day; critical issues as fast as possible |
| Enterprise | Per agreement | Per agreement |
These are targets, not guarantees, unless agreed in writing.