Service Level Agreement
Availability objectives for the TurboFinOps platform, with measurement methodology, service credit schedule and exclusions. Binding availability commitments and service credits apply only under an executed Enterprise Order Form; the targets below are the objectives we operate toward.
Live availability is published at /status. The uptime figures on this page are operating objectives, not guarantees. Binding availability commitments and service credits apply only where set out in an executed Enterprise Order Form.
Early-access operating posture. During early access the platform runs on a best-effort basis. The Free and Pro plans carry no contractual availability guarantee; the objectives and credit schedule below describe how we intend to operate and become contractually binding only under a signed agreement.
Availability objectives by plan
| Plan | Monthly uptime objective | Equivalent downtime allowance | Credit |
|---|---|---|---|
| Free | Best-effort | No availability objective | No service credits. |
| Pro | 99.9 % (objective) | ≤ 43.83 min downtime per month | Best-effort during early access; binding credits require an annual contract. |
| Enterprise | 99.95 % (objective) | ≤ 21.92 min downtime per month | Binding availability commitments and credits are set in the executed Enterprise Order Form. |
Measurement methodology
Availability is measured as the percentage of one-minute intervals in a calendar month during which the platform's authenticated API (api.turbofinops.com) returns successful responses to its readiness probe (/api/health/ready) from multiple geographically distributed synthetic monitors.
A one-minute interval is counted as unavailable if more than half of the monitors observe a non-success response (HTTP 5xx, timeout or DNS failure) within that minute. Intervals affected by excluded events (below) are removed from the denominator.
Service credit schedule
| Measured uptime | Tier | Credit |
|---|---|---|
| ≥ 99.9 % (Pro) / ≥ 99.95 % (Enterprise) | Target met | No credit |
| 99.0 % — < 99.9 % | Tier 1 | 10 % of the monthly fee for the affected subscription |
| 95.0 % — < 99.0 % | Tier 2 | 25 % of the monthly fee for the affected subscription |
| < 95.0 % | Tier 3 | 50 % of the monthly fee for the affected subscription |
Service credits are the customer's sole and exclusive remedy for availability failures under this SLA. Credits are not cumulative across consecutive months unless expressly agreed in the customer's Order Form.
Exclusions
- Scheduled maintenance announced at least 48 hours in advance on /status.
- Force majeure events (natural disasters, war, large-scale internet routing failures, government action).
- Failures caused by the customer (misconfiguration, exceeded rate limits, revoked cloud credentials, network changes on the customer side).
- Failures of third-party services that the customer has elected to integrate (AI provider, ticketing system, notification webhook).
- Beta or labeled-preview features that are explicitly excluded from the SLA at the time of release.
- Suspension or termination of the service due to an Acceptable Use Policy violation.
How to claim a credit
- 1Email billing@turbofinops.com within 30 days of the end of the affected monthly billing cycle.
- 2Include the subscription identifier, affected period, observed impact and any incident references from /status.
- 3TurboFinOps will validate against internal availability records within 15 business days.
- 4Approved credits are applied to the next invoice. Credits are non-refundable in cash and cannot exceed 100 % of the monthly fee.
Order Form precedence. Enterprise customers under an executed Order Form are governed first by the SLA terms in that Order Form. This page applies where the Order Form is silent or where no Order Form exists (Pro plans).
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