Effective date: June 26, 2023
Prefab Service Level Agreement
This Service Level Agreement (SLA) outlines the availability and support for Prefab's Software as a Service. It complements our Terms of Service. We may update this SLA according to the Terms of Service.
Prefab aims to maintain the Service with varying Monthly Uptime Percentages based on your subscription type:
|Subscription||Monthly Uptime||Customer Support Timing|
|Enterprise||99.99%||Next business day|
- Prefab API
- Prefab CDN
- Customer Support
This SLA doesn't cover service issues caused by:
- Scheduled or emergency maintenance
- Unsupported or outdated Prefab SDK versions
- Non-official Prefab SDKs
- Misuse of the Service
- Third-party software or hardware
- Factors beyond Prefab's control
The Prefab Dashboard application is not covered by this aggreement.
We'll notify you about planned maintenance 72 hours in advance via Prefab Status Page. It's your responsibility to check for updates.
Credits are a percentage of your total bill, based on your Monthly Uptime and subscription type. The tables below show the credit percentages:
|>= 98% but < 99%||50%|
|>= 99% but < 99.99%||25%|
|>= 98% but < 99%||10%|
|>= 99% but < 99.99%||0%|
- Email: Mon-Fri, 9:00 A.M. - 5:00 P.M. (EST), excluding US holidays.
- Emails sent outside these hours will be addressed the next business day.
To claim a Service Credit, email firstname.lastname@example.org within 90 days of the incident.
If the SLA miss is confirmed by us, credits will be issued in one of the next 2 billing cycles.