Service level agreement
Tested with: Generated from catalogue/plans.yaml (sla field)
Commitments
Section titled “Commitments”| Plan | Monthly availability | Backups | Support |
|---|---|---|---|
| Free | No SLA | 1 manual snapshot | Community |
| Solo | No SLA | Daily, 7-day retention | Email, 1 business day |
| Team | 99.9% | Daily, 14-day retention | Priority email + chat, 4 business hours |
| Enterprise | 99.95% | Hourly, 35-day retention · PITR 35 days · cross-region copy · immutable (Object Lock) | Dedicated, 1 hour (P1), 24×7 |
Definitions
Section titled “Definitions”- Availability is measured per instance per calendar month as the percentage of one-minute intervals in which the instance accepted TLS connections and answered a health query at the gateway. Intervals during a customer- initiated pause, resize or in-place restore, during scheduled maintenance announced 72 hours ahead, or caused by the customer’s allow-list, quota or credentials are excluded.
- Scheduled maintenance happens in the instance’s maintenance window (default Sunday 02:00 to 04:00 in the region’s local time, configurable). Minor and patch upgrades of the engine run there, always after a backup.
- Secure placement instances have the Team commitment or the Enterprise contract’s, whichever is higher, with no auto-pause and no spot capacity.
Service credits
Section titled “Service credits”| Monthly availability | Credit (percentage of that instance’s monthly compute charge) |
|---|---|
| Below the commitment but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
Request credits within 30 days of the month’s end from Billing → Support; credits are computed from our uptime data, applied as account balance and recorded in the audit log.
Status page
Section titled “Status page”databasezy.com/status shows per-region, per-tier component status and incident history; subscribe by email, RSS or webhook. Post-mortems for incidents that breached an SLA are published within five business days.