Service Level Objectives
What you can hold us to.
These are the service level objectives we run Sentinel against, published so you can verify them rather than take our word. Sentinel is in open beta: these figures are operating targets, and they become a contractual SLA with service credits as part of an enterprise agreement — [email protected].
Targets
| Metric | Target | Notes |
|---|---|---|
API availability (/v1/evaluate) | 99.9% monthly | Measured at our edge; current state on the status page |
| Evaluation latency | <40 ms p95 | Server-side processing time, measured globally against edge endpoints |
| Marketing & dashboard availability | 99.5% monthly | Console outages never affect API evaluation |
| Support response (beta, all plans) | Same business day | UK business hours — email [email protected]; enterprise agreements define contractual response times |
| Security disclosures | Acknowledged ≤2 business days | Per our responsible disclosure policy |
What doesn't count against the target
Standard exclusions, stated plainly:
| Scheduled maintenance | Announced at least 48 hours ahead on the status page and kept outside peak hours |
| Your network or configuration | Outages caused by the customer's own infrastructure, DNS, or misconfigured integration |
| Suspension for abuse | Accounts suspended under the Terms of Service (fraud, abuse, non-payment) |
| Force majeure | Events outside reasonable control — including region-wide failures of upstream cloud providers |
Service credits
Contractual service credits for missed availability are part of enterprise agreements, alongside a countersigned DPA and MSA. If you need an SLA your procurement team can enforce, that's the path — [email protected].