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Maintenance Schedule 



 

Subscription Plans & Service Levels

The table below summarizes the standard service levels for each plan. Maximum allowable Downtime is shown for a 30-day month and excludes Scheduled Maintenance Windows.

Feature BASIC PRO ENTERPRISE
Monthly uptime SLA 99.5% 99.85% 99.95%
Max. downtime / 30-day month ~3h 36m ~1h 5m ~21m 36s
Standard patch window Up to 4 hrs, monthly off-peak Up to 2 hrs, monthly off-peak Up to 1 hr, monthly off-peak
Advance notice of window Status page only ≥ 5 business days, email + status page ≥ 10 business days, email + status page
Customer scheduling input None — fixed window May request alternate slot (best-effort) Negotiated window; may defer non-critical patches
Emergency patch notice As practicable As practicable + email Advance call/email where feasible
Support channel Email or service desk ticket — business hours Email or service desk ticket — business hours 24/7 phone, chat, dedicated manager
Target first response 48 hours (business hours) 48 hours (business hours) 1 hour (P1 incidents)
Service credits Not offered Not offered Not offered
Status / incident reporting Public status page Status page + email alerts Status page, email + post-incident report

Reference: 99.5% allows ~216 minutes of Downtime per 30-day month; 99.85% allows ~64.8 minutes; 99.95% allows ~21.6 minutes. All figures exclude Scheduled Maintenance Windows and the other exclusions listed in Section 4.