Service Level Agreement (SLA)
Our performance and availability commitments. Part of the Pulse security framework.
99.9% Uptime Commitment
We guarantee a monthly uptime threshold of 99.9% for our JavaScript widget delivery networks, REST API endpoints, and live agent WebRTC communication signaling servers.
Service Credits
If availability falls below our 99.9% threshold, enterprise customers are eligible to receive service credits applied directly to their subsequent billing cycle invoices.
Exclusions
Our SLA commitments exclude scheduled downtime (notified 48 hours in advance) or outages caused by downstream network carriers or client STUN/TURN configurations.