Table of Contents
This SLA applies to Enterprise, Enterprise Plus, and SI Partner tier customers. Starter and Professional tier customers receive best-effort availability without formal uptime guarantees.
1. Scope & Applicability
This Service Level Agreement ("SLA") is incorporated into and forms part of the CutoverStream Terms of Service. It defines the availability commitments and remedies available to eligible customers.
This SLA covers the core CutoverStream application at app.cutoverstream.com and the associated REST API. It does not cover third-party integrations, the customer's own network or devices, or features explicitly marked as beta.
2. Uptime Commitment
Starter / Pro
No formal uptime guarantee
Team
~7.3 hours downtime/month
Enterprise
~3.6 hours downtime/month
Enterprise Plus / SI
~44 minutes downtime/month
"Uptime" is calculated as the percentage of minutes in a calendar month during which the Service is operational and accessible, excluding scheduled maintenance windows.
Our infrastructure is built on Cloudflare Workers and Cloudflare's global edge network, which maintains a 100% infrastructure uptime SLA. Application-level downtime is our responsibility.
3. Incident Response Times
| Severity | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or data loss occurring | 1 hour | 4 hours |
| P2 — High | Core functionality severely degraded; no workaround | 4 hours | 24 hours |
| P3 — Medium | Non-critical feature unavailable; workaround exists | 1 business day | 5 business days |
| P4 — Low | Minor issue or feature request | 2 business days | Next release |
Response times apply to tickets submitted via support@cutoverstream.com or the in-app support widget. Response times are measured during business hours (9am–6pm ET, Monday–Friday) for P3/P4, and 24/7 for P1/P2.
4. Scheduled Maintenance
Planned maintenance windows that may affect availability will be communicated with at least 48 hours' notice for Enterprise and Enterprise Plus customers, and 24 hours' notice for all other tiers.
Maintenance is scheduled during low-usage windows (typically 2am–6am ET on weekdays or weekends) to minimize impact. Emergency maintenance may occur with shorter notice in cases of critical security vulnerabilities.
Scheduled maintenance time is excluded from uptime calculations.
5. Service Credits
If CutoverStream fails to meet the applicable uptime commitment in a given calendar month, eligible customers may request service credits:
| Monthly Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.5% (Enterprise) | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Credits must be requested within 30 days of the incident by emailing support@cutoverstream.com with the subject "SLA Credit Request." Credits are applied to future invoices and are the sole remedy for uptime failures.
Maximum total credits in any calendar month shall not exceed 50% of the monthly subscription fee.
6. Exclusions
This SLA does not apply to unavailability caused by:
- Factors outside CutoverStream's reasonable control, including force majeure events, internet outages, or third-party infrastructure failures (e.g., Cloudflare global outages)
- Customer's own actions, misconfigurations, or misuse of the Service
- Scheduled maintenance windows
- Beta or experimental features
- Free trial accounts
- Suspension of service due to non-payment or Terms of Service violations
7. Reporting & Monitoring
CutoverStream publishes real-time service status at status.cutoverstream.com. Enterprise customers may subscribe to incident notifications via email or webhook.
Monthly uptime reports are available on request for Enterprise and Enterprise Plus customers.
8. Support Channels
| Tier | Support Channel | Hours |
|---|---|---|
| Starter / Professional | Email + knowledge base | Business hours |
| Team | Email + in-app chat | Business hours |
| Enterprise | Email + in-app chat + dedicated Slack channel | Extended (8am–10pm ET) |
| Enterprise Plus / SI Partner | All above + phone + dedicated CSM | 24/7 for P1/P2 |
Enterprise customers
Contact enterprise@cutoverstream.com for custom SLA terms.