Service Level Agreement
Last updated: July 2026 · Applies to Pro and Enterprise plans
This SLA defines EdgeConductor's uptime commitments, support response times, and the credit process when service targets are not met. It forms part of the Terms of Service.
Uptime Commitment by Plan
Starter (Free)
Monthly Uptime
Best effort
Support
Email — 2 business days
Downtime Credit
No credit
Pro
Monthly Uptime
99% monthly
Support
Email — 8 business hours
Downtime Credit
Service credit
Enterprise
Monthly Uptime
99.5% monthly
Support
Email + WhatsApp — 4 hours
Downtime Credit
Service credit + review
How Uptime Is Measured
Uptime is defined as the percentage of time in a calendar month that the following core services are operational and reachable:
- —REST API (device telemetry ingestion and retrieval)
- —MQTT broker (device-to-cloud connectivity)
- —Dashboard (web portal for all user roles)
- —OTA firmware delivery endpoint
Excluded from downtime calculation: Scheduled maintenance windows (announced 24 hours in advance at status.edgeconductor.com), incidents caused by customer hardware or firmware, and outages caused by third-party infrastructure (Supabase, Vercel, cellular networks) that are outside our control.
Support Response Times
Business hours: Monday–Saturday, 9:00 AM – 6:00 PM IST
4 business hours
2 hours (24×7)
8 business hours
4 business hours
1 business day
8 business hours
2 business days
1 business day
Report incidents to edgeconductor@gmail.com with subject line: [CRITICAL], [HIGH], etc.
Service Credit Schedule (Pro & Enterprise)
Credits are applied to the next billing cycle — they are not cash refunds.
To claim a credit, email edgeconductor@gmail.com within 14 days of the affected month, referencing the incident.
Credits are the sole remedy for downtime under this SLA.
Planned Maintenance
Scheduled maintenance is announced at least 24 hours in advance via status.edgeconductor.com and email notification to account owners.
Maintenance windows are typically scheduled on Sunday 2:00 AM – 6:00 AM IST to minimise impact on business operations.
Emergency maintenance may be performed without advance notice in cases of active security incidents or critical infrastructure failure. We will communicate status in real time via the status page.
Exclusions
This SLA does not apply to downtime caused by:
- —Customer hardware, firmware, or network configuration issues
- —Supabase, Vercel, or Razorpay platform outages (tracked separately on their status pages)
- —Cellular network or ISP outages affecting device connectivity
- —Force majeure events including natural disasters, government actions, or cyber attacks
- —Actions taken by the customer that violate the Terms of Service
- —Free (Starter) tier — no uptime commitment applies
SLA questions or credit claims: edgeconductor@gmail.com