Uptime, response times, and contractual credits on Enterprise.
Different tiers, different SLAs. All published. The standard tiers (Assess, Operate, Program) run on best-effort published targets; service credits are part of the contractual Enterprise SLA. Read on for how we calculate downtime and exactly where credits apply.
Three tiers, three SLAs.
| Assess | Operate | Program | |
|---|---|---|---|
| Uptime target | 99.5% (best-effort) | 99.5% (best-effort) | 99.5% (best-effort) |
| Maintenance windows | Excluded from uptime calc | Excluded | Excluded |
| Support response — P0 (system down) | Best-effort | 4 business hours | 1 business hour |
| Support response — P1 (major degradation) | 48 hours | 8 business hours | 4 business hours |
| Support response — P2 (minor) | 5 business days | 24 business hours | 8 business hours |
| Support response — P3 (feature / question) | Best-effort | 48 business hours | 24 business hours |
| Service credit on miss | None — Enterprise only | None — Enterprise only | None — Enterprise only |
| Dedicated CSM | No | No | No — Enterprise only |
| Quarterly business review | No | No | No — Enterprise only |
Contractual service levels with penalty structure.
Customers on the Enterprise tier receive contractual service-level agreements with response-time guarantees and remediation penalties for missed targets. Standard tiers (Assess, Operate, Program) operate on best-effort response times — published targets, no service credits.
- Critical incidentsProduction-blocking, data exposure, or service outage. 4-hour first-response, 24-hour resolution target.
- Standard issuesFunctionality bugs, integration failures. 24-hour first-response, 5-business-day resolution target.
- Non-urgentQuestions, feature requests. 2-business-day response.
- 5%Monthly fee credit for a missed first-response on a critical incident.
- 10%Monthly fee credit for a missed resolution on a critical incident.
- OutThree or more missed critical SLAs in a quarter: termination right for the customer with prorated refund of any annual prepayment.
Enterprise customers can negotiate custom SLA terms during contract discussions — including different response-time targets for specific issue categories, escalation procedures to engineering leadership, and remediation processes specific to their compliance environment. Best-effort on standard tiers means we publish target response times but don't owe service credits for missed targets.
Uptime measured against the /api/health endpoint.
Uptime is measured against the public health endpoint at cybertwin.io/api/health and calculated as (successful checks / total checks) over the calendar month, excluding pre-announced maintenance windows.
Maintenance windows are pre-announced 7 days in advance via email and the /status page. Maintenance does not count against uptime. Unplanned incidents are documented on /status with root-cause analysis within 5 business days.
Get notified before you notice.
Email or webhook subscribe to /status updates. Maintenance announcements, incident notifications, recovery confirmations.