Service Level Agreement
The proposed monthly availability targets and service credits for each edition.
Last updated 7 November 2026 · Draft
Targets and credits by edition
| Edition | Monthly availability | Service credit |
|---|---|---|
| Free | None. Best effort, no service credits | — |
| Team | 99.5% a month | Credit of 10% of the monthly fee below 99.5%, 25% below 99.0% |
| Business | 99.9% a month | 10% below 99.9%, 25% below 99.5%, 50% below 99.0% |
| Regulated | 99.9% a month | 10% below 99.9%, 25% below 99.5%, 50% below 99.0% |
| Dedicated cell (add-on) | 99.95% a month | Set in your contract |
| Sovereign | Set in your contract | Set in your contract |
How availability is measured
- Availability is the share of minutes in a calendar month in which your production application in that cell answers health checks from our monitoring, measured from inside the region.
- It comes from the same telemetry as your Trust Page, so the two never disagree. Nobody types the figure in.
- Minutes count against us when the platform is at fault. They do not count against us when your own code or configuration fails, when you paused a workload, or during maintenance announced at least 5 days ahead and kept within the window.
Claiming a credit
- Email hello@aspianalliance.com within 30 days after the end of the month, naming the application and the time window.
- We confirm against the platform’s telemetry and reply within 10 working days.
- Credits come off a later invoice. They are not paid out in cash, and a month’s credits cannot exceed 50% of that month’s fee for the affected edition.
Support and incident response
With the Aspian service, coverage hours and response times are set in your agreement. Standard cover is 08:00 to 20:00 in your time zone, Monday to Saturday, with call-out for serious (SEV1 and SEV2) incidents outside those hours. Aspian leads serious incidents and any incident whose cause is unclear.