By tier
What each tier promises.
Trial + Essentials
Default for all customers. Best-effort on weekends + US holidays.
- Uptime
- 99.5% rolling 90-day
- First response
- 1 business day to first response
- Recovery
- 4-hour RTO, 24-hour RPO on single-instance failure
Professional
Negotiated commercially with annual contracts ≥ $20k. Includes a named CS contact.
- Uptime
- 99.9% rolling 90-day
- First response
- 4 business hours to first response
- Recovery
- 1-hour RTO, 15-minute RPO on single-instance failure
Enterprise
Negotiated per contract. Includes dedicated infra options, named contacts, and integration-engineering hours.
- Uptime
- 99.95% rolling 90-day, multi-region
- First response
- 1 business hour to first response, 24×7 on RED severity
- Recovery
- 30-min RTO, 5-min RPO on regional failure
How we measure
The fine print.
- →Uptime is computed against /api/health responding 2xx — same probe the public /status page uses.
- →Scheduled maintenance windows (announced ≥7 days in advance) are NOT counted against uptime.
- →Customer-side network failures, API-key misuse, or third-party-vendor outages (Stripe, Resend) are NOT counted.
- →RTO = recovery-time objective (when service is restored). RPO = recovery-point objective (the most data loss we accept).
- →First-response measured from when your ticket lands in support@dirtfleet.app to when a human emails you back.
Service credits
What you get if we miss.
- Below 99.5% in a month
5% service credit on next invoice.
- Below 99.0% in a month
15% service credit on next invoice.
- Below 95.0% in a month
25% service credit + grant of contract-termination right (no early-termination penalty).
Service credits are the exclusive remedy under the standard subscription terms. Enterprise contracts may negotiate additional remedies.
Need a custom SLA for procurement? Email hello@dirtfleet.app. The full terms live at /terms.