Enterprise SLA
This Uptime SLA covers the services in your exe.dev Enterprise contract for the duration of your subscription.
Uptime
We commit to 99.9% availability each calendar month, measured by exe.dev.
Availability = (monthly minutes − counted downtime) ÷ monthly minutes × 100.
Downtime means covered services are unavailable to your authorized users. We don’t count user-caused issues, force majeure, hacking or viruses, reasonable emergency maintenance, or scheduled maintenance announced by email at least 24 hours ahead.
Service credits
If we miss that commitment, you can request a credit.
| Monthly availability | Credit |
|---|---|
| 99.0% to below 99.9% | 10% |
| 98.0% to below 99.0% | 15% |
| 96.0% to below 98.0% | 20% |
| Below 96.0% | 30% |
The credit is that month’s fees for affected services multiplied by the percentage above.
Email support@exe.dev within 30 days after month-end. Include your organization name or registered support email, and previously reported outage dates and times.
We issue approved credits within 30 days of confirmation. Credits apply to future bills, aren’t cash refunds, and are the sole remedy for missed uptime.
Support
| Priority | Issue | Response target |
|---|---|---|
| Urgent | Full or partial production outage, or exe.dev unusable for all your users | 30 minutes |
| Normal | Unexpected behavior or technical questions | 4 hours |
| Low | Information or feature requests | 1 business day |
Urgent and normal response targets apply 24/7, year-round.