Service Level Agreement
This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and remedies available to FortisEU customers. The definitive SLA terms are incorporated into your subscription agreement. This page provides a public overview.
1. Service Availability
1.1 Uptime Commitment
| Plan | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Starter | 99.5% | ~3h 39m |
| Growth | 99.9% | ~43m |
| Business | 99.95% | ~21m |
1.2 Measurement
Uptime is calculated as the percentage of total minutes in a calendar month during which the service is available, excluding Scheduled Maintenance. Availability is measured from external synthetic monitors hitting the /api/health/live endpoint every 60 seconds.
1.3 Exclusions
The following are not counted as downtime:
- Scheduled maintenance windows (communicated at least 72 hours in advance)
- Force majeure events (natural disasters, government actions, widespread internet outages)
- Issues caused by the customer's equipment, software, or network
- Downtime resulting from customer actions that violate the Acceptable Use Policy
2. Support Response Times
| Severity | Description | Initial Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | Service unavailable or data loss | 1 hour | 4 hours |
| P2 — High | Major feature degraded, no workaround | 4 hours | 24 hours |
| P3 — Medium | Feature impaired, workaround available | 1 business day | 5 business days |
| P4 — Low | Minor issue, cosmetic, or question | 2 business days | Best effort |
Response times apply during business hours (09:00–18:00 CET, Monday–Friday) for Starter and Growth plans. Business plan customers receive 24/7 P1 support coverage.
3. Incident Communication
During service incidents, FortisEU will provide status updates through:
- Public status page with real-time incident updates
- Email notifications to designated tenant administrators
- Post-incident reports (Root Cause Analysis) within 5 business days for P1/P2 incidents
4. Scheduled Maintenance
Scheduled maintenance windows are communicated at least 72 hours in advance via email to tenant administrators. Maintenance is preferably scheduled during low-usage windows (Saturday 02:00–06:00 CET). Emergency maintenance may occur with shorter notice when required to address critical security vulnerabilities.
5. Service Credits
If monthly uptime falls below the committed level, affected customers may request service credits:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| < Commitment but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service credits must be requested within 30 days of the affected month. Credits are applied to future invoices and do not exceed 50% of the monthly fee. Service credits are the sole and exclusive remedy for downtime.
6. Data Protection SLA
- Backup frequency: Daily automated backups with 14-day retention
- Recovery Point Objective (RPO): ≤ 24 hours
- Recovery Time Objective (RTO): ≤ 4 hours for P1 incidents
- Data residency: All data stored in Scaleway FR (Paris, France) within the EU
- Encryption: AES-256 at rest, TLS 1.3 in transit
7. Breach Notification
In the event of a confirmed personal data breach affecting customer data, FortisEU will notify affected customers within 72 hours in accordance with GDPR Article 33, including: the nature of the breach, data categories affected, likely consequences, and remedial measures taken.
8. Contact
For SLA inquiries or to report an incident, contact support@fortis.eu. For commercial discussions about custom SLA terms, contact hello@fortis.eu. See also our Terms of Service.