Enterprise-Grade Reliability
We stand behind our service with contractual uptime guarantees and financial backing.
Uptime Guarantees
Our infrastructure is designed for high availability with redundant systems across multiple availability zones.
No contractual SLA. We target high availability but without financial guarantees.
- Automated backups
- Standard monitoring
- Email support
No contractual SLA. Priority infrastructure with enhanced monitoring.
- Priority infrastructure
- Enhanced monitoring
- Extended support hours
Contractual uptime guarantee with service credits for any downtime.
- Financial-backed SLA
- Dedicated infrastructure
- Multi-region failover
Support Response Times
Get help when you need it with guaranteed response times based on issue severity.
| Severity | DeveloperBusiness Hours | LaunchBusiness Hours | BusinessExtended Hours | Enterprise24/7 |
|---|---|---|---|---|
| Urgent Service down, users cannot authenticate | Best effort | 4 hours | 1 hour | 1 hour |
| Normal All other support requests | Best effort | 1 day | 8 hours | 3 hours |
Support Hours Definition
Premium Support Add-on
Enterprise customers can upgrade their urgent response time for mission-critical deployments.
Urgent Support
Upgrade from standard 1-hour to 30-minute response time for urgent issues. Our fastest response with dedicated escalation paths for organizations where authentication downtime has significant business impact.
Service Credits
Enterprise customers receive service credits when we fail to meet our uptime commitment.
| Monthly Uptime | Service Credit |
|---|---|
| < 99.99% | 10% |
| < 99.9% | 25% |
| < 99.0% | 50% |
How credits work: Credits are calculated as a percentage of monthly service fees (annual subscriptions are pro-rated). Credits are applied to future invoices and capped at 50% per month. Submit a support ticket within 30 days of the incident to claim.
SLA Exclusions
The following situations are not covered by our SLA:
Scheduled Maintenance
Planned maintenance windows announced at least 48 hours in advance.
Force Majeure
Events beyond our reasonable control including natural disasters and widespread internet outages.
Customer Actions
Outages caused by customer configuration changes, custom extensions, or API misuse.
Third-Party Services
Issues with third-party identity providers, DNS, or services outside our control.
Need a Custom SLA?
Enterprise customers can negotiate custom SLA terms including higher uptime guarantees, faster response times, and dedicated support channels.
Contact Sales