Service Level Agreement

The Plexivo Service Level Agreement is a 99.9% availability commitment for eligible customer resources on the Startup and Business plans. Enterprise availability is set by contract. The Developer plan is best effort, for building and testing. The full terms are in the Service Level Agreement; this page explains how it works.

What is covered#

Resources of Plexivo App Runner, Plexivo Postgres, Plexivo MySQL and Plexivo Cache on Startup and Business. Each resource is measured on its own.

How availability is measured#

Plexivo checks each covered resource every minute. Apps are checked from two independent locations; databases and caches are checked in their own protocol. A minute counts against availability only when Plexivo’s checks show the resource was not serving, and a minute in which the measurement itself delivered nothing is never counted against you. Monthly uptime is the share of available minutes in the calendar month, in your organisation’s time zone.

See each resource’s measured uptime in Observability → SLA & Uptime.

Credits#

If a resource’s monthly uptime falls below 99.9%, you receive a credit: a share of that resource’s own charges for the month, larger the lower the uptime. Credits are calculated for you and added to your wallet; you do not need to claim them. The credit table is in the Service Level Agreement. You can find every credit in Billing → SLA credits.

What is not counted#

Your own actions, maintenance announced at least five days ahead within its window, gaps in measurement, your app’s own errors, and the console and management API are not counted, among the other exclusions listed in the Service Level Agreement.

Proof, in public#

Plexivo breaks its own production platform on purpose every month, fixes what it finds and publishes the measured results in Reliability reports. Live status is at status.plexivo.io.