Goable — Service Level Agreement (SLA)
Version: 2026-05-26 · DRAFT — pending legal review. Targets below are proposed defaults; commit to them only after staging load + uptime data.
Applies to paid plans (Pro / Scale). Free / Starter are best-effort, no SLA.
1. Uptime commitment
- Monthly Uptime target: 99.9% for the core scoring endpoints
(
/v1/score,/v1/score/series,/v1/score/multi), measured as successful (non-5xx, excluding client 4xx) responses to the/v1/healthprobe + endpoint availability. - Excludes: scheduled maintenance (notified ≥48h ahead), force majeure, customer misconfiguration, third-party weather-provider outages beyond our control (the API degrades, returning best-effort or a clear error).
2. Service credits
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| < 99.9% – ≥ 99.0% | 10% |
| < 99.0% – ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits are the sole remedy, requested within 30 days, applied to a future invoice.
3. Support
- Pro: email support, best-effort next-business-day.
- Scale: priority email, target first response within 1 business day; named contact.
4. Maintenance
Routine maintenance in low-traffic windows, announced in advance. Emergency security patches may be applied without notice.
5. Data durability
Postgres with managed backups. Audit + billing records retained per the Privacy Policy.
6. Scope notes
Beta / preview endpoints (e.g. underwriting, decision agent, climate projections) are excluded from the uptime SLA until promoted to GA.
Contact: support@goable.io