Enterprise Service Level Agreement
Version 2026-10-09
This Service Level Agreement ("SLA") applies to customers on an Enterprise order form that refers to it. It describes the availability Craftkite commits to and the service credits the Customer receives if Craftkite misses it.
1. Definitions
- Covered services: the Craftkite studio (web), the API and apps published on Craftkite hosting by the Customer's enterprise workspace.
- Monthly uptime percentage: total minutes in a calendar month minus minutes of downtime, divided by total minutes, as measured by Craftkite's monitoring.
- Downtime: a period of at least five consecutive minutes during which a covered service returns server errors or does not respond for all users, excluding the exclusions in section 4.
- Service credit: a percentage of the monthly fees for the affected covered service, applied to the next invoice.
2. Commitment
Craftkite will make the covered services available with a monthly uptime percentage of at least 99.9 %.
3. Service credits
| Monthly uptime percentage | Service credit |
|---|---|
| Below 99.9 % and at least 99.0 % | 10 % |
| Below 99.0 % and at least 95.0 % | 25 % |
| Below 95.0 % | 50 % |
To receive a credit, the Customer must request it from support within 30 days after the end of the month, with the dates and times of the downtime. Credits for a month are capped at 50 % of that month's fees for the affected service. Service credits are the Customer's sole remedy for missing this SLA.
4. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance announced at least 72 hours in advance on the status page (at most 4 hours a month, outside 08:00–18:00 in the Customer's main time zone where possible);
- the Customer's own apps, code, configuration, custom domains or DNS, or third-party services the Customer connects;
- AI model providers' outages, when Craftkite's fallback providers are also unavailable;
- events beyond Craftkite's reasonable control (force majeure), or suspension under the terms.
5. Support
| Severity | Description | First response |
|---|---|---|
| 1 | Covered service down for all users | 1 hour, 24/7 |
| 2 | Major feature impaired, no workaround | 4 business hours |
| 3 | Minor issue or question | 1 business day |
6. Status and reporting
Craftkite publishes incidents on its status page and, on request, provides a monthly uptime report for the Customer's workspace.
7. Language
If a translation of this SLA differs from the English version, the English version prevails.