Legal · SLA
Service Level Agreement
Last updated: 25 April 2026 · Version 1.0
This page summarises the public-facing service level commitments for Semlify's hosted SaaS. Enterprise contracts may supersede these defaults with terms negotiated in the MSA.
Uptime commitments
| Plan | Monthly uptime | Remedy |
|---|---|---|
| Free | No SLA | — |
| Team | 99.5% | Up to 5% credit on next invoice |
| Business | 99.9% | Up to 10% credit |
| Enterprise | 99.95% (default; negotiable higher) | Up to 20% credit, or as contracted |
"Uptime" measured per minute on `/v1/*` endpoints and aggregated monthly. Scheduled maintenance announced ≥ 5 business days in advance is excluded.
Support response
| Plan | Business hours | 24×7 |
|---|---|---|
| Free | Best effort, community forum | — |
| Team | ≤ 24 h email response | — |
| Business | ≤ 8 h email response | — |
| Enterprise | ≤ 2 h (P1), ≤ 8 h (P2) | P1 only |
Credit calculation
Service credits are calculated on the affected month's recurring fee for the affected workspace. Customers must request credits within 30 days of the affected month by emailing support@semlify.com. Credits do not exceed the cap per plan and are applied to the next invoice.
Exceptions
- Free-tier workspaces.
- Customer-caused issues (self-inflicted rate limits, invalid inputs).
- Third-party identity provider outages beyond our acknowledged scope.
- Force majeure, internet routing, scheduled maintenance.
- Beta or experimental features (always labelled in-product).
This page is the public-friendly version. The legally binding SLA is part of your subscription contract. For the full text or to negotiate Enterprise terms, contact hello@semlify.com.