Reliability & Commitment Guarantee
Our binding commitment to uptime, performance, and support for App Config.json services.
Service Level Tiers
Uptime guarantees and support response times vary by subscription tier. All percentages are calculated monthly excluding scheduled maintenance.
| Plan Tier | Uptime Guarantee | Max Monthly Downtime | Support Response (Critical) |
|---|---|---|---|
| Starter | 99.5% | 3h 36m | 12 Business Hours |
| Pro | 99.9% | 43m | 4 Business Hours |
| Enterprise | 99.99% | 4m 18s | 1 Hour (24/7) |
If we fail to meet the SLA guarantee for your tier, you are eligible for automatic service credits applied to your next billing cycle. Credits are calculated as a percentage of your monthly subscription cost.
App Config.json infrastructure is monitored 24/7 by automated systems and our dedicated SRE team. We maintain multiple geographically distributed data centers with automatic failover capabilities.
🔍 Real-Time Monitoring
All API endpoints, sync workers, and dashboard services are monitored with sub-second granularity. Proactive alerting triggers before issues impact your workflow.
🛠 Scheduled Maintenance
Planned maintenance requires at least 72 hours notice. Downtime from scheduled maintenance does not count against SLA uptime calculations.
🚨 Incident Response
Our incident management follows industry best practices (NIST/ISO 27001). Post-mortems are published publicly for any incident exceeding 15 minutes of downtime.
🌍 Global Edge Network
Configuration payloads are cached across 30+ edge locations, ensuring low-latency retrieval regardless of your infrastructure region.
Service Credit Policy
Service credits are our guarantee of accountability. Credits are automatically issued and do not require manual approval for verified SLA breaches.
- 99.0% - 99.5% uptime: 10% of monthly subscription credited
- 95.0% - 99.0% uptime: 25% of monthly subscription credited
- < 95.0% uptime: 50% of monthly subscription credited
- Credits cap at 100% of the monthly subscription cost
- Credits must be claimed within 30 days of the billing cycle closing
- Service credits cannot be converted to cash or refunded
Definitions & Exclusions
For clarity, the following terms apply to this SLA:
- Downtime: Any period where the core API (config retrieval/sync endpoints) returns 5xx errors or is unreachable from >50% of global probe locations.
- Scheduled Maintenance: Pre-announced updates that may cause brief service interruptions.
- Customer-Managed Errors: Misconfigurations, invalid API keys, or SDK misuse that causes service failures are excluded from SLA calculations.
- Force Majeure: Events beyond reasonable control (natural disasters, telecom outages, government actions) are excluded.
Report an Incident & Support
Need Immediate Assistance?
Our support team is ready to help. Enterprise customers receive a dedicated Slack channel and 24/7 phone support.
📧 SLA & Billing Inquiries: support@appconfig.json
📞 Enterprise Priority Line: +1 (888) 742-5389
🌐 Public Status Page: status.appconfig.json