Coverage
This SLA applies to all paid Pilot and Pro plan customers from the date of first invoice. Free-tier and trial customers receive best-effort availability with no contractual SLA.
Uptime commitment
| Plan | Monthly uptime commitment | Definition of "available" |
|---|---|---|
| Pilot | 99.5% | FastAPI /api/health returns HTTP 200 + JSON {"ok": true} |
| Pro | 99.9% | Same probe + frontend root returns HTTP 200 within 2s |
Uptime is measured by an external monitor (third-party — currently UptimeRobot, will switch to a SOC 2 Type II'd provider before our own Type II audit) pinging every 30 seconds from 3 geographic regions.
Service credits
| Monthly uptime | Pilot credit | Pro credit |
|---|---|---|
| 99.5% — 100% | 0% | 0% |
| 99.0% — 99.49% | 10% | 10% |
| 95.0% — 98.99% | 25% | 25% |
| < 95% | 50% | 50% |
Credits are calculated as a percentage of the affected month's invoice. Credits are issued automatically — the customer never has to file a claim. They appear as a line item on the next invoice within 7 business days of month-end.
Exclusions
- Scheduled maintenance announced ≥ 48 hours in advance (we aim for < 1 hour/month, in low-traffic windows)
- Outages caused by a customer-supplied integration (their Airflow webhook, their Stripe account, etc.)
- Force majeure (AWS us-east-1 going dark, CrowdStrike-like third-party kernel panics, etc.) — but we will still file an honest post-mortem
- Trials and free-tier accounts
Status page
Live status: status.cartie.ai (target launch May 2026). Until launch, status is posted to:
- X/Twitter: @cartie_ai
- In-app banner on the dashboard
- Email to all affected customers within the comms windows defined in our Incident Response Playbook
Honesty clause
Every other FinOps vendor will publish a 99.9% SLA. We will too. The difference: when we miss it, the credit is automatic, the post-mortem is public, and we'll tell you exactly what we broke and how we'll prevent it. We have a 3× ROI Pledge. The SLA is held to the same standard.
Sign-off
SLA approved Feb 18, 2026. Effective May 1, 2026 (post status-page launch). Next review: Aug 1, 2026.