Service Level Agreement
Proposed draft, last drafted September 19, 2026
Draft, pending finalisation
This page is a proposed Service Level Agreement circulated for internal review. It is not yet approved, not yet signed with any customer, and does not by itself create a binding commitment. Every number below is a starting proposal, not a promise already in force. An actual Enterprise SLA is agreed in a signed contract, which may set different terms than this draft.
Proposed target uptime
Standard (self-serve plans)
99.5%
monthly uptime, proposed
Enterprise contracts
99.9%
monthly uptime, proposed
These are proposed 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 (proposed) 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 proposed to be 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
Proposed 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) |
Proposed service credits (Enterprise only)
For Enterprise contracts only, a proposed remedy if the 99.9% monthly uptime target is missed. Not applicable to free, pay as you go, or Scale plans.
| Monthly uptime achieved | Proposed 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 |
Proposed 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 proposed to be capped at 50% of that month's fee.
Want an Enterprise SLA in your contract?
Talk to sales about finalising terms for your organisation.