# Enterprise SLA


This Uptime SLA covers the services in your exe.dev Enterprise contract for
the duration of your subscription.

## Uptime

We commit to **99.9% availability each calendar month**, measured by exe.dev.

Availability = (monthly minutes − counted downtime) ÷ monthly minutes × 100.

Downtime means covered services are unavailable to your authorized users. We
don’t count user-caused issues, force majeure, hacking or viruses, reasonable
emergency maintenance, or scheduled maintenance announced by email at least 24
hours ahead.

## Service credits

If we miss that commitment, you can request a credit.

| Monthly availability | Credit |
| -------------------- | ------ |
| 99.0% to below 99.9% | 10%    |
| 98.0% to below 99.0% | 15%    |
| 96.0% to below 98.0% | 20%    |
| Below 96.0%          | 30%    |

The credit is that month’s fees for affected services multiplied by the
percentage above.

Email [support@exe.dev](mailto:support@exe.dev) within 30 days after
month-end. Include your organization name or registered support email, and
previously reported outage dates and times.

We issue approved credits within 30 days of confirmation. Credits apply to
future bills, aren’t cash refunds, and are the sole remedy for missed uptime.

## Support

| Priority | Issue                                                                       | Response target |
| -------- | --------------------------------------------------------------------------- | --------------- |
| Urgent   | Full or partial production outage, or exe.dev unusable for all your users | 30 minutes      |
| Normal   | Unexpected behavior or technical questions                                  | 4 hours         |
| Low      | Information or feature requests                                             | 1 business day  |

Urgent and normal response targets apply 24/7, year-round.