Service Level Agreement
Last updated: March 2026
This Service Level Agreement ("SLA") describes the uptime commitments and support response guarantees for the Canary Edge platform. This SLA applies to all paid plans. The Free plan is provided on a best-effort basis.
1. Uptime Commitment
Canary Edge commits to a 99.9% monthly uptime for the API service, measured as the percentage of total minutes in a calendar month during which the API is available and responding to valid requests within normal latency thresholds.
| Monthly Uptime | Maximum Downtime |
|---|---|
| 99.9% | 43 minutes 49 seconds |
| 99.5% | 3 hours 39 minutes |
| 99.0% | 7 hours 18 minutes |
2. Support Response Times
Support response times vary by plan tier and issue severity. The following table outlines our guaranteed initial response times:
| Plan | Critical (P1) | High (P2) | Normal (P3) |
|---|---|---|---|
| Free | Best effort | Best effort | Best effort |
| Pro | 4 hours | 12 hours | 24 hours |
| Enterprise | 1 hour | 4 hours | 8 hours |
P1 (Critical): Service is unavailable or producing incorrect detection results at scale. P2 (High): Significant degradation affecting production workflows. P3 (Normal): Non-urgent questions, feature requests, or minor issues.
3. Service Credit Policy
If Canary Edge fails to meet the 99.9% uptime commitment in any calendar month, eligible customers on paid plans may request service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the end of the affected month. Credits are applied to future invoices and are not redeemable for cash. Maximum credit for any month shall not exceed 50% of the monthly fee for that month.
4. Exclusions
The uptime commitment does not apply to downtime caused by:
- Scheduled maintenance (announced at least 72 hours in advance)
- Force majeure events including natural disasters, war, or government actions
- Issues caused by your equipment, software, or network connections
- Abuse or misuse of the Service in violation of our Terms
- Third-party service outages beyond our reasonable control
- DNS or network issues outside our infrastructure
5. Monitoring and Reporting
Service availability is monitored continuously using independent, geographically distributed health checks. Current and historical uptime data is published on our status page. In the event of an outage, we will publish incident reports within 48 hours of resolution detailing the root cause and remediation steps.
6. Contact
For SLA-related inquiries or to request service credits, contact us at support@canaryedge.com.