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Reliability

Service Level Agreement

Effective August 15, 2026

View on GitHubContact legal

Proposed updates to this document are published at Upcoming changes.

Contents

Updated August 15, 2026

  1. 01Definitions and activation
  2. 02Exclusions, incidents, and maintenance
  3. 03Credits and claim procedure

SLA at a glance

Reliability definitions and claim mechanics for enterprise agreements.

TopicSummary
Default
No public numerical uptime promise.
Activation
Targets require an enterprise order form.
Credits
Future-invoice credits are the contractual remedy.
Claims
Authorized claims are due within 30 days.
01 / 3

Definitions and activation

This SLA is contractual-only. “Available” means the covered production service can accept and process ordinary requests, excluding scheduled maintenance and exclusions below. Measurement method, covered services, uptime target and credit schedule apply only when an enterprise order form expressly activates them.

Next: Exclusions, incidents, and maintenance
02 / 3

Exclusions, incidents, and maintenance

Downtime excludes previews, free tiers, customer configuration, third-party providers outside Tuturuuu control, internet or device failure, force majeure, abuse, suspension, emergency security work and announced maintenance. Tuturuuu communicates material incidents through available status and support channels and prioritizes restoration and accurate post-incident review.

Next: Credits and claim procedure
03 / 3

Credits and claim procedure

When activated, the order form specifies credit tiers and maximum credit. Credits are the sole contractual SLA remedy, are applied to future invoices, cannot exceed affected recurring fees and are not cash. Claims must be submitted by an authorized customer contact within 30 days with dates, impact and supporting request identifiers. Tuturuuu will validate measurements in good faith.

No numerical uptime commitment or service credit applies unless an enterprise order form expressly activates it.

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