Service Level Agreement
Last updated: March 9, 2026
1. Service Availability
Devotel commits to maintaining the Orbit platform with the following monthly uptime targets:
| Plan | Uptime SLA | Max Downtime/Month |
|---|---|---|
| Pay-as-You-Go | 99.0% | ~7h 18m |
| Growth | 99.9% | ~43m |
| Business | 99.95% | ~22m |
| Enterprise | 99.99%+ | ~4m |
2. Uptime Calculation
Monthly uptime is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100. Downtime begins when Devotel confirms an issue affecting the production API and ends when the service is restored. Scheduled maintenance windows (announced at least 72 hours in advance) are excluded from the calculation.
3. Service Credits
If the platform fails to meet the uptime SLA, eligible customers receive service credits:
| Monthly Uptime | Service Credit |
|---|---|
| < SLA target but ≥ 99.0% | 10% of monthly bill |
| < 99.0% but ≥ 95.0% | 25% of monthly bill |
| < 95.0% | 50% of monthly bill |
Credits are applied to future invoices and do not exceed 50% of the monthly bill. Credits must be requested within 30 days of the incident.
4. Exclusions
The SLA does not apply to:
- Scheduled maintenance windows announced at least 72 hours in advance.
- Force majeure events (natural disasters, war, government actions).
- Issues caused by customer's code, equipment, or third-party services.
- Abuse, violations of the Acceptable Use Policy, or exceeding rate limits.
- Features labeled as "beta" or "preview".
5. Incident Response
Severity 1 (service down): Response within 15 minutes, status updates every 30 minutes. Severity 2 (degraded): Response within 1 hour, updates every 2 hours. Severity 3 (minor): Response within 4 hours during business days. Real-time status is available at status.orbit.devotel.io.
6. Contact
For SLA-related claims, contact support@devotel.io with your account ID and incident details.