Service Level Agreement
Our commitment to providing reliable, high-performance service with guaranteed uptime and support
Starter
Uptime Guarantee
Maximum downtime
3.65 hours/month
Professional
Uptime Guarantee
Maximum downtime
43.8 minutes/month
Enterprise
Uptime Guarantee
Maximum downtime
4.38 minutes/month
Response Time SLAs
Guaranteed response and resolution times based on issue priority
Critical
System down or major functionality impaired
Response Time
< 1 hour
Resolution Target
4 hours
High
Significant feature not working as expected
Response Time
< 4 hours
Resolution Target
24 hours
Medium
Minor feature issue with workaround available
Response Time
< 24 hours
Resolution Target
72 hours
Low
General questions and feature requests
Response Time
< 48 hours
Resolution Target
5 business days
Support Tiers
Comprehensive support options tailored to your plan
Starter
Support Channels
Availability
Business hours (9am-6pm PST)
Response Target
48 hours
Professional
Support Channels
Availability
Extended hours (6am-10pm PST)
Response Target
4 hours
Enterprise
Support Channels
Availability
24/7/365
Response Target
1 hour
Service Credits for SLA Breaches
We stand behind our uptime guarantees with service credits
| Uptime Achieved | Service Credit |
|---|---|
| < 99.9% | 10% monthly service credit |
| < 99.5% | 25% monthly service credit |
| < 99.0% | 50% monthly service credit |
| < 95.0% | 100% monthly service credit |
How to claim: Service credits are automatically calculated and applied to your next invoice. You can also contact support within 30 days of the incident to request a credit.
Maintenance Windows
Planned maintenance and update schedules
Planned Maintenance
Frequency
Monthly
Typical Duration
2-4 hours
Notice Period
7 days advance notice
Timing
Saturday 2am-6am PST
Emergency Maintenance
Frequency
As needed
Typical Duration
Variable
Notice Period
1 hour minimum notice
Timing
Any time
Security Patches
Frequency
As needed
Typical Duration
< 30 minutes
Notice Period
24 hours notice
Timing
Off-peak hours
Monitoring & Incident Response
Real-time monitoring and rapid incident response
API Response Time
System Availability
Incident Response
Data Backup
Recovery Time
Support Availability
Real-Time Status Updates
Monitor our system status in real-time at status.hermescloud.ai. Subscribe to notifications to receive instant alerts about any incidents or planned maintenance.
Current Status
30-Day Uptime
99.98%
Response Time (p95)
142ms
Exclusions from SLA
The following events are not counted against our SLA uptime guarantees:
Note: We will make commercially reasonable efforts to provide advance notice of any service interruptions, even those excluded from SLA guarantees.
Questions About Our SLA?
Our team is here to help you understand our service commitments and ensure you have the right plan for your needs.