Service Level Agreement

We use commercially reasonable efforts to keep the Service available 24 hours a day, 7 days a week. We design, monitor, and operate the Service for high availability, and we work to resolve any unplanned disruption as quickly as we reasonably can.

This SLA does not commit to a fixed uptime percentage. Where you require a specific, contractually guaranteed availability target, that can be agreed in an Enterprise agreement - talk to our team.

The availability commitment above excludes any unavailability or degraded performance caused by:

• scheduled or emergency maintenance (see below);
• factors outside our reasonable control, including force majeure events, internet or network failures, and outages of third-party services or infrastructure providers;
• your own equipment, software, network connection, or configuration;
• use of the Service in a way that is not authorized by the Terms of Service or our documented best practice;
• features clearly identified as beta, preview, or “coming soon”; and
• any suspension of your account for non-payment or for a breach of the Terms of Service.

From time to time we perform maintenance that may briefly affect the Service. We schedule planned maintenance for low-traffic periods wherever possible and aim to give advance notice of any maintenance we expect to be disruptive.

Occasionally we may need to perform emergency maintenance - for example, to address a security issue - with little or no notice. We keep emergency maintenance as short as possible and communicate about it as described under “Incident communication” below.

The level of support depends on your plan:

• All plans - access to our help center, including searchable documentation, walkthroughs, and the community forum.
• All paid plans (Growth, Business, Enterprise) - priority email support from a real person with product knowledge, on business days.
• Enterprise - a dedicated account manager who knows your workspace, joins periodic reviews, and acts as your escalation path.

Support is provided in English on business days. Weekend and holiday assistance may be available on a case-by-case basis.

For priority email support on paid plans, we aim to provide a first response within one business day, and usually faster. For Enterprise customers, your account manager is your direct escalation path for time-sensitive issues.

These are response targets, not guarantees, and they describe the time to a first human response - not the time to a full resolution, which depends on the nature of the issue.

For significant disruptions affecting many customers, we post updates on our status page and, where appropriate, notify workspace administrators by email. For major incidents we aim to follow up with a brief summary of what happened and the steps we are taking to prevent a recurrence.

When we confirm a defect, we prioritize it based on its severity and impact and deliver the fix in an upcoming release. Time-critical fixes are handled on a case-by-case basis.

We welcome feature requests and weigh them against the needs of the wider customer base and our roadmap. Acceptance and delivery timelines for feature requests are not guaranteed.

Our security practices, encryption, and data-handling commitments are described in the security overview and the Data Processing Addendum. Regional data residency and dedicated infrastructure are available on Enterprise.

This SLA does not provide service credits or other financial remedies. Your rights and remedies relating to the Service, including any limitations of liability, are set out in the Terms of Service. Enterprise customers may agree different or additional remedies in their individual agreement.

We may update this SLA from time to time as the Service evolves. If we make a material change that reduces a commitment described here, we will give reasonable notice through the Service or by email. The “Effective” date at the top reflects the current version.

Questions about this SLA? Reach us through the help center or contact page. Enterprise customers can also raise questions with their account manager.