Service Level Agreement
SKYCOT Enterprise provides a 99.9% uptime SLA with prioritized incident response and transparent escalation procedures.
Uptime Guarantee
SKYCOT guarantees 99.9% monthly uptime for the core platform, measured across the build compilation service, project dashboard, and deployment pipeline. This translates to a maximum of 43 minutes and 28 seconds of unplanned downtime per month.
99.9%
Monthly uptime target
< 44 min
Max unplanned downtime/month
5 min
Monitoring interval
Uptime is calculated as (total minutes in month - unplanned downtime minutes) / total minutes in month. Scheduled maintenance windows are excluded from the calculation.
Service Credits
If SKYCOT fails to meet the 99.9% uptime target in a given calendar month, Enterprise customers are eligible for service credits applied to the following month's invoice.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Incident Response Times
All incidents are classified by priority level. Response times represent the maximum time between incident report and first acknowledgment from the SKYCOT engineering team.
| Priority | Description | Response | Updates |
|---|---|---|---|
| P1 — Critical | Platform is down or builds cannot be started for all users | < 1 hour | Every 30 minutes |
| P2 — High | Major feature degraded — builds failing intermittently or deployments blocked | < 4 hours | Every 2 hours |
| P3 — Medium | Non-critical feature impacted — preview loading slowly or minor UI issues | < 24 hours | Daily |
| P4 — Low | General questions, feature requests, or cosmetic issues | < 72 hours | As needed |
Escalation Path
For P1 (Critical) incidents, the following escalation path ensures rapid resolution with increasing levels of organizational involvement.
On-call engineer acknowledges and begins investigation
Engineering lead engaged, status page updated
VP of Engineering notified, customer success contacts affected Enterprise accounts
Executive escalation, all hands on resolution
Maintenance Windows
Scheduled maintenance is performed during low-traffic windows to minimize disruption. Enterprise customers receive advance notice for all planned maintenance.
Standard Maintenance
- Window: Tuesdays 06:00 - 08:00 UTC
- Notice: 72 hours minimum
- Expected duration: Under 30 minutes
- Impact: Brief interruptions to build compilation only
Major Maintenance
- Window: Scheduled on a case-by-case basis
- Notice: 7 days minimum
- Expected duration: Up to 2 hours
- Impact: Full platform may be unavailable
Emergency Maintenance
- Triggered by critical security patches or data integrity issues
- Notice: As much advance notice as the situation permits
- Enterprise accounts receive direct email and in-app notification
- Post-maintenance report delivered within 24 hours
Exclusions
The following events are excluded from uptime calculations and SLA credit eligibility:
- Scheduled maintenance windows with advance notice as defined above.
- Outages in third-party services (Anthropic Claude API, Vercel, Supabase, Stripe) that are outside SKYCOT's direct control.
- Force majeure events including natural disasters, government actions, or widespread internet outages.
- Issues caused by customer misuse or unauthorized modifications to deployed infrastructure.
Questions about the SLA?
For questions about SLA terms, service credits, or to report an incident, contact enterprise@skycot.com.