Service Level Agreement
Effective Date: March 14, 2026
1. Overview
This Service Level Agreement ("SLA") describes the uptime commitments SwiftCache makes for its Redis hosting services. This SLA applies to Pro and Enterprise subscription tiers only.
2. Definitions
- Uptime: The percentage of time in a calendar month that SwiftCache services are available and operational.
- Downtime: Any period when your Redis instance is unavailable or unresponsive to valid requests.
- Monthly Uptime Percentage: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
- Service Credit: A credit applied to your next billing cycle as compensation for failing to meet SLA commitments.
3. Uptime Commitments
| Subscription Tier | Uptime Commitment | Max Downtime/Month |
|---|---|---|
| Free | No SLA | — |
| Pro | 99.9% | ~43 minutes |
| Enterprise | 99.99% | ~4.3 minutes |
These commitments are measured on a per-instance basis over each calendar month.
4. Service Credits
4.1 Credit Schedule
If we fail to meet our uptime commitments, you are eligible for the following service credits:
Pro Tier (99.9% commitment):
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fees |
| 95.0% – 98.9% | 25% of monthly fees |
| < 95.0% | 50% of monthly fees |
Enterprise Tier (99.99% commitment):
| Monthly Uptime | Service Credit |
|---|---|
| 99.5% – 99.99% | 10% of monthly fees |
| 99.0% – 99.49% | 25% of monthly fees |
| < 99.0% | 50% of monthly fees |
4.2 Requesting Credits
To receive service credits, you must:
- Submit a claim within 30 days of the incident
- Provide instance ID and downtime period
- Have been current on all payments
- Email your claim to support@swiftcache.io
4.3 Credit Application
Service credits are applied to your next monthly bill. Credits cannot exceed 50% of a monthly bill and have no cash value.
5. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance (with 48-hour advance notice)
- Emergency security patches
- Factors beyond our control (acts of God, internet outages, etc.)
- Your actions or inactions (incorrect configuration, exceeding resource limits)
- DDoS attacks or similar malicious activities targeting your instance
- Suspension due to Terms of Service violations
- Free tier usage (no SLA applies)
- Beta or preview features
6. Monitoring and Measurement
Uptime is measured using our internal monitoring systems, which check instance availability every 60 seconds from multiple geographic locations. Monitoring data is retained for 90 days.
7. Maintenance Windows
Scheduled maintenance is performed during designated windows:
- Standard Maintenance: Tuesday and Thursday, 2:00 AM - 4:00 AM UTC
- Notification: 48 hours advance notice via email and dashboard
- Duration: Typically under 15 minutes per instance
- Enterprise Custom Windows: Available for Enterprise customers
8. Incident Response
In the event of service disruption:
- Our team is alerted immediately via automated monitoring
- Status updates posted to status.swiftcache.io
- Affected customers notified via email
- Post-incident report provided within 5 business days
9. Support Response Times
Support response times by tier:
| Tier | Critical Issues | Standard Issues |
|---|---|---|
| Free | Community forums | Community forums |
| Pro | 4 hours | 24 hours |
| Enterprise | 1 hour | 4 hours |
Response times are measured during business hours (Monday-Friday, 9 AM - 5 PM UTC). Enterprise customers have 24/7 support access.
10. SLA Review and Updates
We may update this SLA from time to time. Material changes will be communicated 30 days in advance. Continued use of our services constitutes acceptance of the updated SLA.
11. Sole Remedy
Service credits are your sole and exclusive remedy for any failure to meet this SLA. We shall have no other liability with respect to SLA failures.
12. Contact
For SLA-related inquiries or to file a service credit claim:
- Email: support@swiftcache.io
- Status Page: status.swiftcache.io
- Dashboard: dash.swiftcache.io