Effective date: June 26, 2023
Prefab Service Level Agreement
Overview
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.
Service Standards
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 |
| Standard | 99.9% | Best Effort |
Covered Services
- Prefab API
- Prefab CDN
- Customer Support
Exclusions
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- Unsupported or outdated Prefab SDK versions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.
Maintenance Notifications
We'll notify you about planned maintenance 72 hours in advance via Prefab Status Page. It's your responsibility to check for updates.
Service Credits
Credits are a percentage of your total bill, based on your Monthly Uptime and subscription type. The tables below show the credit percentages:
Enterprise
| Uptime | Credit |
|---|---|
| Below 98% | 100% |
| >= 98% but < 99% | 50% |
| >= 99% but < 99.99% | 25% |
Standard
| Uptime | Credit |
|---|---|
| Below 98% | 100% |
| >= 98% but < 99% | 10% |
| >= 99% but < 99.99% | 0% |
Support Hours
- 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.
Claiming Credits
To claim a Service Credit, email support@prefab.cloud 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.