Legal · Enterprise
Service Level Agreement (SLA)
Effective 2026-05-24. Version 1.0. Applies to the Enterprise plan.
1. SLA tiers by plan
| Plan | Uptime guarantee | Response time |
|---|---|---|
| Free | Best effort | Community |
| Growth | 99.5% | 1 business day |
| Enterprise | 99.9% | 1 hour (critical) · 4 hours (high) |
2. What counts as downtime
Downtime = a period when at least one critical endpoint is unavailable or returns a 5xx error for more than 1 consecutive minute:
/login/oauth/authorize/api/login/oauth/access_token/api/userinfo/.well-known/openid-configuration
3. What does NOT count as downtime
- Scheduled maintenance (announced 7 days in advance)
- Client-side issues (wrong redirect URIs, expired secrets, etc.)
- Force majeure (DDoS >500 Gbps, government blocks, upstream provider outages)
- Restore time after a notified 3rd-party outage (Telegram API, Cloudflare, etc.)
4. Service credits
If monthly uptime falls below the guarantee — credit back on the next month:
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| < 95.0% | 50% |
| < 90.0% | 100% + right to terminate without penalty |
5. Requesting a credit
Submit a request within 30 days after the month of the breach. Contact: sla@libermall.com with:
- Period of unavailability
- Affected endpoints
- Logs / error screenshots
A decision is made within 14 days. The credit is applied to the next billing cycle.
6. Support
| Severity | Description | Response time |
|---|---|---|
| P0 Critical | Full outage | 1 hour 24/7 |
| P1 High | Significant degradation | 4 hours |
| P2 Medium | Minor functionality broken | 1 business day |
| P3 Low | Question / feature request | 3 business days |
7. Communication channels
- P0/P1: Direct Slack / Telegram + email
- P2/P3: Email support@libermall.com
- Status page: id.libermall.com/status
SLA is included in the standard Enterprise contract. Contact: legal@libermall.com