SLA

Service Level Agreement (SLA)

Uptime guarantees and service credit policy

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SLA Overview

Our commitment to reliable service with automatic compensation

99.5%

99.9% Uptime Guarantee

Automatic Service Credits

No manual claims required

24/7

24/7 Monitoring

Uptime Guarantees

Service level commitments for each plan

Plan Tier Uptime Guarantee Max Monthly Downtime Service Credits
Free No Sla - Best Effort
Basic No Sla - Best Effort
Pro 98.5% 10h 48m Auto Credits
Expert Most Popular 99.0% 7h 12m Auto Credits
Enterprise 99.5% 3h 36m Auto Credits

Important Notice

Service credits are applied automatically to your next billing cycle

Service Credits

Automatic compensation for service disruptions

Pro

98.5%

Credit Guarantee

97.5% - 98.4% 10% Account Credit
96.5% - 97.4% 25% Account Credit
< 96.5% 50% Account Credit
Example Calculation

Expert

99.0%

Credit Guarantee

98.5% - 98.9% 10% Account Credit
97.5% - 98.4% 25% Account Credit
< 97.5% 50% Account Credit
Example Calculation

Enterprise

99.5%

Credit Guarantee

99.0% - 99.4% 10% Account Credit
98.5% - 98.9% 25% Account Credit
< 98.5% 50% Account Credit
Example Calculation

Credit Process

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Service Monitoring

Real-time status and performance tracking

Real-time Status

API Main Service
99.95%
Last 30 Days
Database
99.99%
Last 30 Days
Queue System
99.92%
Last 30 Days
Proxy Service
98.5%
Last 30 Days

Sample Monthly Report

Target: 98.5%
Actual: 99.2%
Downtime: Total 5hours 46minutes
Status: ✅ SLA Achieved
Service Credit: None

Incident Response

Our commitment to rapid recovery

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Recovery Time Targets

Pro

2hours

Recovery Target

Expert

1hours

Recovery Target

Enterprise

30minutes

Recovery Target

SLA FAQ

Frequently asked questions about our service level agreement

Enterprise Support

Enhanced SLA options for enterprise customers

For general SLA questions, contact our support team

📧 support@acticrawl.com
🚨 incident@acticrawl.com
💼 enterprise@acticrawl.com

Enterprise Plan Benefits

  • ✓ Dedicated Account Manager
  • ✓ Priority Incident Recovery
  • ✓ Advance Maintenance Notice
  • ✓ Custom SLA Terms
View Enterprise Plans Contact Support