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Service Level Agreement

Availability terms without hidden optimism.

Applies to Pro and Enterprise tiers. Includes target uptime, exclusions, credit mechanics, and dependency carve-outs. Effective: 2026-05-28.

PRO

99.5% monthly uptime target

ENTERPRISE

99.9% monthly uptime target

PILOT

$500 minimum verified outage credit

1. Uptime Target

RANKIGI targets 99.5% monthly uptime for the Ingestion API, Hash Chain Verification, Dashboard, and Snapshot Generator. Enterprise customers receive a 99.9% monthly uptime target. The Free tier is best effort and has no uptime target.

2. Uptime Calculation

Monthly uptime percentage is calculated as:((Total Minutes - Downtime Minutes) / Total Minutes) x 100Downtime is any period during which the Ingestion API returns HTTP 5xx errors or is unreachable for more than 3 consecutive minutes. Individual request failures, timeouts under 3 minutes, and degraded-but-functional performance are not counted as downtime.

3. Scheduled Maintenance

Scheduled maintenance windows are Sundays, 2:00 AM to 4:00 AM UTC, with 48 hours minimum notice via email and status page. Emergency maintenance for critical security patches may occur outside the window with as much notice as practicable.

4. Incident Response Times

CriticalService completely unavailable1 hour
HighService degraded, core functionality impacted4 hours
MediumMinor feature unavailable, workaround exists24 hours
LowCosmetic issue or documentation error72 hours

Response times are measured from the time the incident is reported or detected, whichever comes first.

5. Service Credits

Pilot customers in the first 90 days of a paid contract are covered by this credit schedule from day one. Verified outages during the pilot period receive at minimum $500, up to the 50% monthly-fee cap.
99.0% to targetMonthly service creditup to 10% of monthly fee
95.0% to 99.0%Monthly service creditup to 25% of monthly fee
Below 95.0%Monthly service creditup to 50% of monthly fee

Maximum credit per month: 50% of monthly subscription fee. Credits do not carry over and cannot be redeemed for cash.

6. Exclusions

  • Scheduled maintenance communicated at least 48 hours in advance
  • Force majeure events and widespread internet outages
  • Customer misuse, misconfiguration, or exceeding documented rate limits
  • Third-party service failures outside RANKIGI control, including Supabase, Railway, Stripe, Resend, Upstash Redis, Sigstore Rekor, and FreeTSA
  • Network issues between customer infrastructure and RANKIGI endpoints
  • Alpha or beta features explicitly marked as non-production

7. How to Claim Credits

RANKIGI monitors ingest health and dashboard availability and will proactively notify affected customers by email when an outage is detected. Customers may also file a claim at /dashboard/sla-claim within 60 days of the incident. Credits are reviewed and applied within 10 business days.

8. Contact

For SLA questions or incident reports, email support@rankigi.com or check rankigi.com/status.