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
Contractual monthly uptime on one cluster, the included Medium cluster, with service credits if we miss it. The included Small cluster and any add-on clusters are not covered.
- Financial-backed SLA
- Enhanced monitoring
- Extended support hours
Contractual uptime guarantee with service credits when we miss it.
- 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 (30 min with add-on) |
| 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.
Priority Escalation
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
Business and Enterprise customers receive service credits when we fail to meet our uptime commitment.
Business: 99.9% commitment
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% | 10% |
| < 99.5% | 25% |
| < 99.0% | 50% |
Enterprise: 99.99% commitment
| Monthly Uptime | Service Credit |
|---|---|
| < 99.99% | 10% |
| < 99.9% | 25% |
| < 99.0% | 50% |
How uptime is measured: A minute counts as unavailable when no instance of your covered cluster is ready to serve sign-in requests, as recorded by Skycloak's monitoring, which checks every minute. Monthly uptime is the share of minutes in the calendar month that were not unavailable. Time excluded below does not count as unavailable.
How credits work: Credits are calculated as a percentage of that month's plan fee (for annual subscriptions, one twelfth of the annual fee). Credits are applied to future invoices and capped at 50% per month. Submit a support ticket within 30 days of the incident to claim. Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. Enterprise contracts can set different terms.
SLA Exclusions
The following situations are not covered by our SLA:
Maintenance and Upgrades
Our planned maintenance, announced at least 48 hours in advance. Upgrades, restarts and maintenance you schedule or trigger, including Keycloak upgrades run in your maintenance window. Emergency security patches we announce to you by email.
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.
Clusters Not Covered
On Business the SLA covers one cluster per subscription, the included Medium cluster. The included Small cluster, any add-on clusters, and clusters on Developer and Launch are not covered.
Preview Features and Suspension
Beta or preview features, and accounts suspended for non-payment.
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