Our commitment to availability and performance, contractually guaranteed with automatic service credits if targets are not met.
| Metric | Commitment | Credit for Breach |
|---|---|---|
| Monthly Uptime | 99.99% | 10% credit |
| API Latency (p95) | < 200ms | 5% credit |
| API Error Rate | < 0.1% | 5% credit |
| Support Response Time (Critical) | < 15 minutos | Immediate escalation |
| Resolution Time (Critical) | < 4 hours | 15% credit |
Uptime is calculated as the percentage of minutes in a calendar month during which the payment processing API is available and responds correctly to requests.
99.99% uptime equals:
The SLA does not apply to downtime caused by:
Scheduled maintenance occurs monthly, always on Tuesdays between 02:00 and 04:00 BRT. Notice is sent at least 72 hours in advance by email and on the status page.
Availability and performance are monitored through:
Credits are automatically applied to the following month's invoice when SLA targets are not met. No request is necessary — the system detects and applies them automatically.
Starter Plan:
Professional Plan:
Scale and Enterprise Plans:
Critical (P1): System completely unavailable or data loss
High (P2): Important functionality severely degraded
Medium (P3): Functionality degraded with an available workaround
Low (P4): Cosmetic issues or improvements
Ezcale reviews its SLAs annually and reserves the right to adjust them with 90 days' advance notice. Enterprise clients may negotiate custom SLAs.
Enterprise clients may negotiate SLAs tailored to their needs, including higher uptime, dedicated support and customized penalties.