1. Uptime commitment
Cendigo targets 99.9% monthly uptime for production sites hosted on the managed platform.
2. Service credits
- < 99.9% and ≥ 99.0%: 10% of monthly fee
- < 99.0% and ≥ 95.0%: 25% of monthly fee
- < 95.0%: 50% of monthly fee
3. Support response targets
- Starter: 24 business hours
- Growth: 12 business hours
- Pro: 4 business hours
- Enterprise: per order form
4. Exclusions
Scheduled maintenance windows, force majeure events, third-party outages outside Cendigo's control, and client-caused issues are excluded.
5. Claim process
Submit a credit request via support within 30 days of the incident. Credits are applied to the following invoice.