TRUST · SLA

Service Level
Agreement.

Public and verifiable commitments on platform availability, support response times, maintenance windows and automatic compensations if we breach. No fine print, no asterisks, no "best effort". SLA applies from day one as Business customer.

See pricing Request Enterprise SLA

How we measure SLA

Availability measured monthly as percentage of minutes when API and web console respond correctly within <2 seconds. We exclude: scheduled maintenance windows notified 7 days in advance, demonstrable force majeure (earthquake, massive coordinated DDoS attack), customer-attributable causes (misconfiguration on their side, exceeded own quota). We include: any unscheduled interruption, degradation preventing normal operation, sub-processor failure.

We publish real metrics at https://status.itamite.com (status page with 90-day history). There you'll see any incident, its duration, impact and post-mortem if applicable. Status page is public, nothing censored. If a month we don't meet SLA, system automatically generates credits in next month invoice, without you having to claim.

Support response times measured from ticket opening to first real human response (not automatic acknowledgment). Severity classified by impact on customer business (not by our perception). For Enterprise: direct phone line to duty team + shared Slack/Syphrax + automatic escalation to Itrion CISO if critical severity >30 min without response.

SLA PER TIER

Plan commitments

Business — 99.5% monthly availability

Up to 3h 39min downtime/month allowed. Support M-F 9:00-18:00 peninsular time. Critical response <8h, high <12h, normal <24h. Confirmed incident: 5% credit on month invoice. Prolonged incident >4h: 10% credit. No phone SLA.

Professional — 99.9% monthly availability

Up to 43 min 49 sec downtime/month allowed. Support 24x5 (M-F 24h). Critical response <2h, high <4h, normal <8h. Confirmed incident: 10% invoice credit. Prolonged incident >2h: 20% credit. No phone SLA (only email/portal).

Enterprise — 99.95% monthly availability

Up to 21 min 54 sec downtime/month allowed. Support 24x7 with rotating duty. Critical response <30 min, high <2h, normal <8h. Confirmed incident: 25% invoice credit. Prolonged incident >1h: 50% credit. Phone SLA + shared Slack/Syphrax + automatic CISO escalation.

Maintenance window

Scheduled: 7-day notification via email + status page. Sundays 03:00-05:00 UTC max 2h. Urgent exceptional: immediate notification + post-mortem. Average last 12 months: 1 scheduled window/month, average duration 22 min. Excluded from SLA calculation.

RTO and RPO (disaster recovery)

Business: RTO 24h, RPO 1h. Professional: RTO 8h, RPO 30 min. Enterprise: RTO 4h, RPO 15 min. Encrypted off-site backups replicated to 3 EU datacenters. Quarterly restoration drill with public report on status page.

Automatic credits

When we breach SLA, system generates automatic credit on next month invoice. You don't have to claim, no dispute. Credit visible at /billing before application. Maximum monthly credit: 100% monthly invoice of that tier (doesn't apply to setup or projects).

Custom Enterprise SLA

For Enterprise customers with ultra-critical use cases: negotiable SLA up to 99.99% (52 min 33 sec downtime/year). Requires single-tenant architecture with dedicated Kubernetes cluster, active-active cluster across 2 EU datacenters, BYOK, 24x7 support with on-site duty, automatic escalation to Itrion CISO + COO for critical incidents. Additional cost 50-100% over standard Enterprise rate per specifications. For regulated sectors with contractual SLA: ENS High Category requires RTO 4h + RPO 1h, covered by standard Enterprise. DORA requires documented continuity plan and annual test, included in contract. PCI-DSS requires documented incident response plan, included. HIPAA requires BAA with specific BC/DR clauses, available on request.

  • Public status page https://status.itamite.com with 90-day history
  • Automatic credits without prior claim
  • Quarterly restoration drill with public report
  • Customizable Enterprise SLA up to 99.99%
  • Contractual SLA ENS High, DORA, PCI-DSS, HIPAA available
FAQ

SLA questions

How do I verify you meet SLA?
Public status page https://status.itamite.com shows real availability measured from 3 independent locations (Madrid, Frankfurt, Dublin). 90-day history with any incident, duration, impact and post-mortem. If you want independent verification: BDO annually audits availability metrics as part of pentesting program.
Does SLA apply to sub-processors too?
Yes. If Hetzner goes down 2h, that counts as Itamite breach (no excuse that it's a sub-processor). That's why we negotiate strict SLA with each sub-processor. For Enterprise: if you need additional guarantee, we can sign back-to-back SLA with your organization for specific sub-processor.
What if I want more SLA than standard?
Negotiable for Enterprise up to 99.99%. Requires single-tenant architecture + active-active cluster + on-site support. Cost +50-100% over standard Enterprise. Contact enterprise@itamite.com with specs for detailed quote.
Does automatic credit count as legal compensation?
In signed contract, credit is exclusive compensation for SLA breach. You don't waive general legal rights (GDPR, demonstrable damages, etc.). For Enterprise: additional damages clause negotiable per critical use case.

See real-time commitments

Visit https://status.itamite.com for current and historical availability of last 90 days.

See pricing Visit status page