B2B availability commitment
Service Level Agreement (SLA)
Last updated: 2026-05-28
Draft - pending counsel review before launch. Service Credits apply only to paying Pro / Agency-tier customers.
We commit to 99.5% monthly availability for the Trailmaker web dashboard and our public APIs. Engine pipelines (Cairn, Brand Pulse, Cycles) are asynchronous and not part of this uptime calculation - they have their own latency targets.
Uptime commitment
Availability is measured as the percentage of minutes per month during which the web dashboard and public APIs were reachable and functional. Planned maintenance (announced 48h in advance) does not count as downtime.
| Tier | Monthly uptime | Service credit |
|---|---|---|
| Target | 99.5% | - |
| Missed | 99.0% – 99.5% | 10% |
| Heavily missed | 95.0% – 99.0% | 25% |
| Severe incident | < 95.0% | 50% |
Definition of downtime
Downtime exists when (a) the web dashboard on trailmaker.app is unreachable for authenticated users, OR (b) a significant API function returns HTTP 5xx continuously for >=5 minutes. Isolated 5xx spikes shorter than 5 minutes do not count.
Excluded from calculation
Force majeure, internet backbone outages outside our cloud provider, customer configuration errors (e.g. wrong API key), DDoS mitigation, scheduled maintenance with notice, and outages of third-party services (Stripe, Meta API, OpenAI/Anthropic) are not included in the SLA calculation.
Support response times
P0 (service down) - response within 4h. P1 (function impaired for multiple customers) - within 8h. P2 (single customer bug) - within 24h. P3 (question / feature request) - within 3 business days. Solo-founder setup: replies come directly from Andreas Filimon, founder@trailmaker.app.
Service credits
Credits are applied to the next month's invoice. Eligibility requires a written request to founder@trailmaker.app within 30 days of the affected month. Service credits are the sole remedy for SLA misses - no cash payouts, no further damages.