Legal
Service Level Agreement
Last updated: December 2025
Monthly Uptime SLA
Growth & Professional
Monthly Uptime SLA
Enterprise
Data Durability
All Plans
1. Service Commitment
ElasticLake commits to providing reliable object storage services. This SLA describes our uptime commitments and the service credits available if we fail to meet these commitments.
2. Uptime Commitment
| Plan | Monthly Uptime | Max Downtime |
|---|---|---|
| Free & Starter | 99% | ~7.3 hours/month |
| Growth & Professional | 99.9% | ~43.8 minutes/month |
| Enterprise | 99.99% | ~4.4 minutes/month |
3. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| Less than SLA but ≥ 99% | 10% credit |
| Less than 99% but ≥ 95% | 25% credit |
| Less than 95% | 50% credit |
4. Credit Request
To receive a service credit, you must submit a request within 30 days of the incident. Include your account ID and a description of the downtime experienced. Credits are applied to future invoices and do not entitle you to a refund.
5. Exclusions
This SLA does not apply to:
- Scheduled maintenance (announced at least 24 hours in advance)
- Force majeure events
- Actions or inactions of third parties
- Your equipment, software, or network connectivity
- Abuse or misuse of the service
- Features labeled as beta or preview
6. Data Durability
ElasticLake is designed for 99.999999999% (11 9's) durability of objects over a given year. This is achieved through redundant storage across multiple facilities and automatic data integrity verification.
7. Support Response Times
| Severity | Growth | Professional | Enterprise |
|---|---|---|---|
| Critical | 4 hours | 2 hours | 1 hour |
| High | 8 hours | 4 hours | 2 hours |
| Normal | 24 hours | 12 hours | 4 hours |
8. Contact
For SLA-related inquiries, contact us at [Enable JavaScript to see email].