Service Level Agreement
Last updated: April 28, 2026
This SLA applies to customers on the Enterprise plan. Self-serve plans (Starter, Growth, Scale) are provided on an as-available basis and are not covered by this SLA.
1. Uptime commitment
DataTru commits to 99.9% monthly uptime of the application and API surfaces of the Service for Enterprise customers, measured monthly. Uptime excludes scheduled maintenance windows (see §3) and downtime caused by factors outside our reasonable control (see §5).
2. Definitions
- Monthly Uptime Percentage = (total minutes in the calendar month minus minutes of Downtime) divided by total minutes in the calendar month, expressed as a percentage.
- Downtime = a period of one or more consecutive minutes during which more than 5% of requests to the production application or API return a 5xx response or fail to receive a response within 30 seconds, as measured by our monitoring.
- Service credit = a credit, denominated in days of service, applied to a future invoice as the sole and exclusive remedy for any failure to meet the Uptime Commitment.
3. Scheduled maintenance
We may perform scheduled maintenance during the following recurring windows (UTC):
- Sundays, 06:00–08:00 UTC.
- Up to four additional 2-hour windows per quarter, announced at least 7 days in advance via email and the in-app status banner.
Scheduled maintenance windows do not count as Downtime. Emergency maintenance (security patches, dependency-driven incidents) is announced as soon as practical and is treated as scheduled if announced at least 24 hours in advance.
4. Service credit schedule
If the Monthly Uptime Percentage falls below the Uptime Commitment in a calendar month, the affected Enterprise customer is eligible for a Service credit per the schedule below. Service credit is the sole and exclusive remedy.
| Monthly Uptime Percentage | Service Credit (days) |
|---|---|
| < 99.9% and ≥ 99.0% | 3 days |
| < 99.0% and ≥ 95.0% | 7 days |
| < 95.0% | 15 days |
To claim a Service credit, email sla@datatru.com within 30 days of the end of the affected calendar month with the dates and times of the incident. Service credits are applied to the next invoice and cannot be exchanged for cash.
5. Exclusions
The Uptime Commitment does not apply to Downtime caused by:
- Scheduled maintenance windows, as defined in §3.
- Customer actions, including misuse of the API, exceeding documented rate limits, or invalid configuration.
- Force majeure events, including but not limited to natural disasters, war, terrorism, civil unrest, or acts of any government.
- Failures of internet service providers, DNS providers, or other infrastructure outside our reasonable control.
- Beta or preview features explicitly marked as not covered by the SLA.
6. Contact
Questions about this SLA? Email sla@datatru.com.