Service Level Agreement (SLA)
SLNK commits to availability, performance and support levels tailored to each plan.
| Metric | Starter | Pro | Enterprise |
|---|---|---|---|
| Guaranteed uptime | 99.5% | 99.9% | 99.95% |
| Redirect latency (p95) | < 100ms | < 75ms | < 50ms |
| Support | Email (48h) | Email (24h) | Priority (4h) |
| Incident credits | 10% monthly | 25% monthly | 50% monthly |
Platform availability
SLNK guarantees platform availability according to your contract. Calculation excludes planned maintenance windows communicated 48h in advance.
Redirect performance
Short link redirects are served from a Redis cache with a target latency of < 50ms (p95). Latency metrics are measured server-side.
Planned maintenance
Maintenance windows are scheduled outside peak hours (02:00-06:00 GMT). Clients with a dedicated contract are notified 72h in advance.
Technical support
Initial response time depends on your contract. Critical incidents (platform unavailable) are prioritized regardless of contract.
Service credits
In case of uptime commitment breach, a credit is applied to the following month's invoice. The percentage depends on your contract and incident duration.
Monitoring and transparency
Availability and performance metrics are accessible in real time on the status page. Incidents are documented publicly.
Contractual commitment
This SLA takes effect upon contract signature. Specific conditions can be negotiated. Contact the sales team for a custom SLA.