Enterprise SLA

This Service Level Agreement applies only to organizations on the Enterprise plan. Every other plan tier (Free, Starter, Team, Business) is SLA-free: support is best-effort with a published response target, not a contractual guarantee.

Uptime commitment

We target 99.9% uptime for MCP Gateway in any calendar month.

Service credits

If measured monthly uptime falls below the target, your account receives a service credit against your next invoice, calculated as a percentage of that month's Enterprise subscription fee:

Only the single applicable row above applies (the lowest uptime band reached), not a sum of every row crossed.

Critical support response

For a critical (service-down) ticket from an Enterprise account, we target a first response within 4 business hours.

Business hours: Monday–Friday, 8:00am–6:00pm, America/Chicago (US Central time), excluding US federal holidays.

How credits are issued

Credits are calculated from uptime measurements and applied automatically to your next invoice — no claim or request is required. We are rolling out automated uptime measurement and will begin issuing credits once that measurement is live; this page will stop describing that as upcoming once it is.

Scope

This SLA covers availability of the MCP Gateway service itself. It does not cover scheduled maintenance announced in advance, factors outside our control (upstream provider outages, denial-of-service attacks, customer network issues), or the self-hosted Outpost (outpostd) daemon, which runs on infrastructure you control.

Questions about this SLA? Email support@k2-tek.com.