Service Level Agreement

Our commitment to reliability

Atlas Cloud is built for production workloads. These are the targets we hold ourselves to — and the credits we offer when we fall short. SLA commitments apply to paid plans only. Free trials are provided without SLA or support guarantees.

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Uptime

Uptime guarantee

Team

99.9%

  • Regular intervals, excluding scheduled maintenance
  • 10x credit for downtime exceeding SLA

Enterprise

99.95%

  • Regular intervals, excluding scheduled maintenance
  • 10x credit for downtime exceeding SLA

How we measure uptime

  • Monitored externally via OpenStatus with automated health check intervals
  • Scheduled maintenance windows are excluded and announced at least 24 hours in advance
  • Uptime percentage is calculated monthly: (total minutes - downtime minutes) / total minutes

Latency

Query latency targets

SQL generation

End-to-end time from prompt to generated query

p95 < 5s

Query execution

Excluded from SLA — performance is determined by your datasource

Depends on your database

API response (non-query)

Admin, auth, settings, and other non-agent endpoints

p95 < 500ms

Support

Support response times

Self-Hosted

CriticalCommunity
HighCommunity
NormalCommunity
ChannelsGitHub Discussions

Team

Critical24h (business hours)
High24h (business hours)
Normal24h (business hours)
ChannelsEmail

Enterprise

Critical4h
High8h
Normal24h
ChannelsDedicated Slack, email, phone

Severity definitions

  • Critical — Service is down or unusable for all users
  • High — Major feature is broken or significantly degraded
  • Normal — Non-blocking issue, question, or feature request

Credits

Credit policy

  • 10x credit for downtime exceeding your plan's SLA — e.g., 10 minutes of unplanned downtime = 100 minutes of service credit
  • Credits are applied to your next billing cycle automatically after an incident is confirmed
  • Maximum credit per month is capped at 30 days of service (100% of monthly fee)
  • Credits do not apply to downtime caused by scheduled maintenance, third-party services, or customer-side configuration

Questions about our SLA?

For Enterprise customers, SLA terms are included in your contract. For questions about Team plan SLA coverage, reach out to support.

Contact supportView pricing