Service Level Agreement
Updated August 3, 2023
Uptime: Target uptime of 99.9%, calculated on a monthly basis.
Response Time: Response to critical issues within 1 hour of receipt of the support request during business hours (Monday to Friday 9AM to 5PM PST).
Resolution Time: Commercially reasonable efforts to resolve critical issues within 4 hours of receipt of the support request during business hours (Monday to Friday 9AM to 5PM PST).Maintenance Windows: We will provide at least a 24 hour advance notice of any scheduled maintenance windows during which the Platform may be unavailable. Scheduled maintenance windows will be minimized, and will typically occur outside of business hours (Monday to Friday 9AM to 5PM PST).
API RATE LIMITS
Our API is rate limited per customer to 100 requests / minute. Requests more than this will be rate limited. If you require your API Rate Limits to be increased, please get in touch with us.
Critical issues will be escalated to Ankush Agarwal, Cofounder & Chief Architect.
If the uptime target is not met in a given month, a credit equal to 5% of the monthly fee will be provided.
If the response time target or resolution time target is not met for a critical issue, a credit equal to 5% of the monthly fee will be provided.
Factors outside of Gesso Lab’s reasonable control, including but not limited to force majeure events.
Client’s use of the Platform in a manner not specified in the documentation provided by Gesso Labs.