Statura Intelligence
SLA
Effective: April 27, 2026 · Version 1.0
1. Uptime commitment
Statura Intelligence commits to the following monthly uptime targets, measured per Section 2:
| Plan | Monthly uptime | Max monthly downtime | Annual downtime equivalent |
|---|---|---|---|
| Starter | 99.5% | 3h 39m | ~43h 49m |
| Standard | 99.9% | 43m 49s | ~8h 45m |
| Pro | 99.9% | 43m 49s | ~8h 45m |
| Firm | 99.95% | 21m 54s | ~4h 22m |
| Government | 99.9% | 43m 49s | ~8h 45m |
2. How we measure uptime
Uptime is measured by an independent third-party monitoring service (BetterStack) hitting our production endpoints from at least three geographic regions every 30 seconds. A request is counted as a successful response if it returns an HTTP 200–399 within 5 seconds.
Monthly uptime percentage = (total monitored requests − failed requests) / total monitored requests × 100, calculated over the calendar month.
The monitored endpoints include the marketing site (`statura.app`), the application surface (`app.statura.app`), the API (`api.statura.app`), and the auth flow.
3. Exclusions
The following are excluded from downtime calculations per industry-standard practice:
- Scheduled maintenance announced at least 48 hours in advance, lasting no more than 4 hours per month, and conducted between 02:00 and 06:00 ET on weekends.
- Force majeure events (natural disasters, war, government action) that affect underlying infrastructure (AWS regions, Cloudflare, Vercel).
- Customer-caused issues: exceeding API rate limits, misconfigured integrations, or actions taken under your credentials.
- Third-party outages outside our reasonable control where the cause is wholly attributable to a sub-processor's failure (we will publish an incident report and may issue a courtesy credit at our discretion).
- Beta or labs features explicitly marked as such. These are not covered by SLA.
4. Service credits
If Statura Intelligence fails to meet the uptime commitment in a given month, you are eligible for service credits applied to your next invoice:
| Monthly uptime achieved | Service credit |
|---|---|
| ≥ commitment | None |
| Below commitment, ≥ commitment − 0.5% | 10% of monthly fee |
| Below commitment − 0.5%, ≥ commitment − 1.5% | 25% of monthly fee |
| Below commitment − 1.5% | 50% of monthly fee |
| Below 95% in any single month | 100% of monthly fee |
Service credits are the sole and exclusive remedy for any uptime SLA breach. Credits do not entitle you to a cash refund except where required by applicable law. Credits are applied to your next billing cycle and expire 12 months from issuance if unused.
5. Support response SLA
Support response time is measured from when you submit a request via email or in-product to when a human (not an autoresponder) replies with substantive triage.
| Plan | Severity 1 (outage) | Severity 2 (broken feature) | Severity 3 (general) |
|---|---|---|---|
| Starter | 8 business hours | 2 business days | 5 business days |
| Standard | 4 business hours | 1 business day | 3 business days |
| Pro | 1 hour | 4 business hours | 1 business day |
| Firm | 30 minutes (24/7) | 2 business hours | 4 business hours |
| Government | 2 business hours | 1 business day | 3 business days |
Severity definitions:
- Severity 1 (outage): production is fully unreachable, all customers affected.
- Severity 2 (broken feature): a primary feature (auth, briefs, alerts, tracking) fails for your workspace; workarounds may exist.
- Severity 3 (general): bug reports, configuration questions, feature requests.
Business hours are 9:00 AM – 6:00 PM ET, Monday–Friday, excluding US federal holidays. Firm-tier Severity 1 response is 24/7 via dedicated CSM.
6. How to file a claim
To request a service credit, email billing@statura.app within 30 days of the end of the month in which the breach occurred. Include:
- Your workspace name and account email
- Affected dates and approximate downtime windows
- Reference to the public incident (if one was published)
We will respond within 5 business days with our calculation and either apply the credit or explain why the request is not eligible. Disputes follow the resolution process in our Terms of Service.
7. Status page + incident reporting
Real-time service status is published at status.statura.app. Customers can subscribe to email or RSS notifications for incident updates.
For Severity 1 incidents, we publish a post-incident review within 5 business days, including: timeline, customer impact, root cause, and remediation. Reviews are linked from the status page and emailed to affected customers.
— END OF SLA —