Service level agreement
Which plans include a service level agreement, what the agreement sets and how we measure availability.
A service level agreement (SLA) sets how available a service must be, and what we do when it is not. The Business plan and Enterprise agreements include one.
Which plans include an SLA
- Free: Does not include an SLA.
- Pro: Does not include an SLA.
- Business: Includes an uptime SLA.
- Enterprise: Includes an SLA with terms you agree with our sales team.
Products you buy through our sales team, such as bare metal, colocation and IP transit, come with a service agreement of their own, which sets their SLA.
What an SLA sets
Your SLA is part of your service agreement, and it sets:
- The uptime we guarantee for each service it covers
- The maintenance windows, when planned work can happen
- How quickly we respond to an incident
- What we do when we miss the guarantee
Your service agreement states the uptime figure for each service and how we make up for a miss, as our terms of service say.
How we measure availability
The status page shows the results of the checks below.
- We watch every host that runs customer servers. A host that stops reporting to us for 3 minutes counts as down.
- A location counts as down when all of its hosts are down, and as having problems when some of them are.
- Email counts as having problems when one of its mail servers is unhealthy or mail stops moving.
- We check our website and API, and the payment services we rely on: Stripe, PayPal and the Solana network.
- Our staff post incidents and planned maintenance on the status page, and add updates until each one is resolved.
Your service agreement says how availability is counted for your SLA.
Talk to us about an SLA
Our sales team can send the terms before you buy, or agree terms of your own in an Enterprise agreement.
Frequently asked questions
Do the Free and Pro plans include an SLA?
They do not. An SLA comes with the Business plan and with Enterprise agreements. On every plan, the status page shows how our services are running.
Where do I find the terms of my SLA?
In your service agreement with Coritan. To read the terms before you buy, ask our sales team.
Can I agree SLA terms of my own?
An Enterprise agreement can carry SLA terms agreed for your business. Tell our sales team what you need.
How do I find out about an outage?
The status page shows each location and service, with the incidents and planned maintenance we are working on. It checks again every minute.
