/ trust / sla
service-level agreement
tl;dr — premium workspaces receive a 99.9% monthly uptime target; enterprise workspaces receive 99.95%. if we fall short, service credits apply on a tiered schedule. scheduled maintenance and listed exclusions do not count against uptime. file claims by emailing security@whitelabel.dev.
/01 uptime targets
availability is measured monthly for the whitelabel.dev production web application and documented api endpoints your subscription relies on (collectively, the covered services), excluding the windows and causes listed under exclusions.
| tier | monthly uptime target |
|---|---|
| premium | 99.9% |
| enterprise | 99.95% |
uptime % = (total minutes in month − downtime minutes attributable to us) ÷ (total minutes in month − excluded minutes) × 100. we round to three decimal places.
/02 service credits
when monthly uptime for the covered services falls below your tier target in a calendar month, and the shortfall is not covered by exclusions below, you may request the corresponding credit against that month’s subscription fees for the affected workspace:
| uptime achieved (monthly) | credit (% of monthly fee) |
|---|---|
| below target, ≥ 99.0% | 10% |
| < 99.0%, ≥ 95.0% | 25% |
| < 95.0% | 50% |
- credit cap — credits are not cash refunds unless required by law; they apply to a future invoice or are noted as account balance at our discretion.
- exclusive remedy — for this sla, credits are your sole remedy for availability failures unless your order form states otherwise.
/03 excluded windows & causes
the following do not count as downtime and are subtracted from the denominator when applicable:
- scheduled maintenance — windows announced at least 48 hours in advance (or shorter when addressing critical security patches), typically outside 09:00–18:00 us/eastern on business days.
- beta / preview features — clearly labelled non-production endpoints.
- third-party dependencies — outages of infrastructure we do not operate (for example hosting or database providers) except where such dependency is wholly within our chosen stack and we fail to leverage provider redundancy reasonably.
- customer-side issues — misuse, exceed quotas you purchased, blocked networks, invalid integrations, or suspended accounts.
- force majeure — events beyond reasonable control.
/04 how to file a claim
email security@whitelabel.dev within 30 days after the month in which the outage occurred. include workspace identifier, approximate timestamps (utc), and any correlation ids or error references you have. we acknowledge within five business days and resolve good-faith disputes within thirty calendar days.