99.5% uptime. Service credits when we miss.
We don't claim four nines. We claim what we can measurably deliver on Google Cloud's Canadian regions, with honest credits if we fall short.
Uptime is measured by automated probes of every customer-facing application every 5 minutes; a component counts as up when it responds without a server error (HTTP under 500) within 15 seconds. Probe results are retained per check and the monthly figure is compiled from them by hand on request. An automated monthly rollup and a public uptime history are on the roadmap.
Service credit schedule
When we miss the target, you get a credit on your next monthly invoice. Credits are claimed by email rather than issued automatically — details below. The schedule is section 6.1 of the Service Level Agreement, and credits are the sole remedy for a missed target (6.2).
| Measured monthly uptime | Credit |
|---|---|
| 99.5% or more | None: target met |
| 99.0% to less than 99.5% | 5% of that month's subscription fee, credited to your next invoice |
| 95.0% to less than 99.0% | 10% credit |
| 90.0% to less than 95.0% | 25% credit |
| Below 90.0% | 50% credit, the most in any one month |
What's covered
Exclusions
- Scheduled maintenance: announced by email at least 48 hours in advance, capped at 4 hours a month, usually Sunday between 2:00 and 6:00 AM Eastern (SLA 4.2 to 4.4). Emergency maintenance for a critical security or stability issue comes with as much notice as is practical (4.5).
- Force majeure: natural disasters, war, pandemics, government action and other events beyond our reasonable control (5.1)
- Customer-caused issues: misconfiguration, unauthorized changes, or not following the platform documentation (5.2)
- Outages of the services the platform runs on: Google Firebase and Google Cloud, Stripe, QuickBooks, Xero, Google Calendar, and DNS and internet backbone providers (5.3)
- Features marked beta, preview, experimental or early access (5.4)
- Your own internet connection, network or device, and unsupported or outdated browsers (5.5, 5.6)
- Staging and other non-production environments (5.7)
Incident communication
Our status page shows the result of the most recent probe. It does not yet carry an incident feed or history, that is on the roadmap. Under the SLA we give a first response to a Critical (Severity 1) issue within 1 hour during Business Hours, Monday to Friday 8am–5pm MT, and aim to resolve it or provide a workaround within 4 hours (section 9). A monthly uptime report, with a root-cause analysis of any downtime over 30 minutes and the corrective actions taken, is available on request (section 11). Enterprise plans add phone support, extended hours with on-call support for Critical issues, and a dedicated account manager (section 7.4).
The SLA also provides for a Premium SLA with a 99.9% target, by written addendum to the MSA, for Enterprise customers on the SSO/SAML add-on (section 10C). SAML SSO is built but not yet released, so ask before you plan around it. See /enterprise.