Service Level Agreement
Our commitment to keeping your applications running with industry-leading uptime guarantees and transparent service credits.
Last Updated: December 30, 2025
Our Commitments
99.99% Uptime
Our infrastructure is designed for maximum availability with redundant systems across multiple availability zones.
Data Protection
All data is encrypted at rest and in transit. Regular backups ensure your data is always safe and recoverable.
24/7 Support
Our engineering team monitors systems around the clock and responds to incidents within minutes.
Transparent Reporting
Real-time status page and monthly uptime reports keep you informed about service health.
1. Uptime Guarantee
Klutch.sh guarantees the availability of its cloud platform services as specified in the table below. "Uptime" is calculated as the percentage of time the service is available during a calendar month, excluding scheduled maintenance windows.
| Service Tier | Uptime SLA | Max Monthly Downtime | Service Credit |
|---|---|---|---|
Standard | 99.9% | 43 min 49 sec | 10% |
Professional | 99.95% | 21 min 54 sec | 25% |
Enterprise | 99.99% | 4 min 22 sec | 50% |
2. Service Credits
If Klutch.sh fails to meet the uptime guarantee for your service tier, you are eligible for service credits as outlined below. Credits are applied to your account and can be used for future services.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.99% - 99.9% | 10% |
| 99.9% - 99.0% | 25% |
| 99.0% - 95.0% | 50% |
| Below 95.0% | 100% |
How to Claim: To request a service credit, submit a support ticket within 30 days of the incident. Include your account ID, affected services, and the date/time of the outage.
3. Exclusions
The following are not counted against our uptime guarantee:
Scheduled maintenance (announced at least 48 hours in advance)
Emergency maintenance required to protect the security or integrity of the platform
Downtime caused by factors outside our reasonable control (force majeure)
Issues resulting from customer actions or third-party services
Features labeled as beta, preview, or experimental
Free tier accounts and trial periods
4. Support Response Times
We are committed to responding to support requests promptly based on the severity of the issue.
| Severity | Description | Response Time |
|---|---|---|
Critical | Complete service outage or data loss affecting production | 15 minutes |
High | Major functionality impaired, no workaround available | 1 hour |
Medium | Partial impact with workaround available | 4 hours |
Low | General questions or minor issues | 24 hours |
5. Scheduled Maintenance
We perform regular maintenance to ensure optimal performance and security. Our maintenance policy includes:
Maintenance windows are scheduled during low-traffic periods (typically 2:00 AM - 6:00 AM UTC on Sundays)
All scheduled maintenance is announced at least 48 hours in advance via email and status page
Most maintenance is performed with zero downtime using rolling deployments
Emergency maintenance for critical security issues may be performed with shorter notice
6. Data Protection & Recovery
Your data security and integrity is our top priority:
Backup Policy
Automated daily backups retained for 7 days
Point-in-time recovery available
Backups stored in geographically separate locations
Self-service backup restoration
Recovery Objectives
Recovery Time Objective (RTO): < 4 hours
Recovery Point Objective (RPO): < 1 hour
99.999999999% data durability
Automatic failover to healthy infrastructure
Questions About Our SLA?
Our team is here to help you understand our service commitments and ensure your applications meet their availability requirements.