Service Level Agreement
Service levels offered in Enterprise contracts
How these terms take effect
This page sets out the uptime and support response targets CourtMesh offers in Enterprise contracts. They take effect when written into a signed agreement, which may set different terms, and this page does not by itself create a binding commitment. Self-serve plans carry no uptime guarantee.
Target uptime
Standard (self-serve plans)
99.5%
monthly uptime target
Enterprise contracts
99.9%
monthly uptime target
These are targets for the API and dashboard, not a measured historical record. See the live status page for current, real-time component health; that page is deliberately separate from this one and does not itself track uptime history.
Definition of downtime and exclusions
Downtime means the API returns error responses to a majority of well formed requests, or is unreachable, for reasons within CourtMesh's control. The following are excluded from any downtime calculation:
- Scheduled maintenance announced at least 24 hours in advance
- Causes outside CourtMesh's reasonable control (upstream cloud provider outage, denial-of-service attack, internet backbone or ISP failure, force majeure)
- Issues caused by a customer's own code, credentials, network, or misuse of the API
- Free tier usage, which carries no uptime commitment
- Any period a customer's account is suspended for a billing or policy reason
Support response targets, by tier
| Tier | Channel | Target first response |
|---|---|---|
| Free | Community and email, best effort | No committed response time |
| Pay as you go / Scale | Email support | Within 1 business day |
| Enterprise | Named account contact | Within 4 business hours (business day) |
Service credits (Enterprise only)
For Enterprise contracts only, the remedy offered if the 99.9% monthly uptime target is missed. Not applicable to free, pay as you go, or Scale plans.
| Monthly uptime achieved | Service credit |
|---|---|
| Below 99.5% and at or above 99.0% monthly uptime | 10% of that month's fee |
| Below 99.0% and at or above 95.0% monthly uptime | 25% of that month's fee |
| Below 95.0% monthly uptime | 50% of that month's fee |
Process to claim a credit
- Email your named account contact or support@courtmesh.ai within 30 days of the month in question
- Include the affected time windows and any request IDs or error logs you have
- CourtMesh reviews against its own monitoring and confirms the uptime figure
- An approved credit is applied to a future invoice, not paid out as cash
Total credits in any month are capped at 50% of that month's fee.
Want an Enterprise SLA in your contract?
Talk to sales about the terms for your organisation.