Enterprise SLA

Operative SLA für Suchteams

Verfolgen Sie Uptime, Latenz, Incident Response und Support-Zusagen für produktive Suchlasten.

Uptime Guarantee

99.95% uptime

We guarantee 99.95% uptime for our Search API measured over a calendar month. If we fall short, you receive service credits.

If our uptime falls below the guaranteed threshold, you are eligible for service credits applied to future invoices.

Our support team is available 24/7 to respond to incidents based on priority level.

Response time< 15 minutes

Resolution time< 4 hours

Response time< 30 minutes

Resolution time< 8 hours

Response time< 2 hours

Resolution time< 48 hours

Response time< 8 hours

Resolution time< 5 business days

We perform regular maintenance to ensure platform stability and performance. Our goal is to minimize disruption to your services.

Scheduled Updates

Routine maintenance is performed during defined maintenance windows with at least 7 days advance notice via email and status page.

Notification Window

Emergency maintenance is communicated at least 2 hours in advance when possible. We aim to keep all maintenance to under 30 minutes.

Zero-Downtime Deployments

Most updates are deployed with rolling restarts to ensure zero downtime. Your search queries continue running uninterrupted.

Automated Backups

Full backups are taken daily with incremental backups every hour. All backups are encrypted and stored in a separate geographic region.

Backup Retention

Daily backups are retained for 30 days. Weekly backups are retained for 90 days. Monthly backups are retained for 12 months.

Point-in-Time Recovery

Point-in-time recovery enables restoration to any second within the retention period, protecting against accidental data loss or corruption.

Your data is automatically backed up and can be restored on request. We maintain multiple backup copies across geographically separate locations.

Upgrade to our Enterprise plan for guaranteed uptime, priority support, and a customized SLA.