What we commit to. Measured externally. Remedies automatic.
The Big Lease commits to a monthly uptime percentage of 99.9% for the Services. For a 30-day month, that allows approximately 43.2 minutes of cumulative downtime before credits are owed.
Uptime is measured by an external, third-party monitoring service that probes our health endpoints every 60 seconds from at least three geographic regions. A minute is counted as Downtime only when two or more consecutive probes from at least two regions fail — a single-region network hiccup is not downtime.
If the monthly uptime percentage falls below the Service Commitment, Eligible Customers (Enterprise tier) receive service credits automatically applied to the next invoice:
| Monthly uptime percentage | Service credit |
|---|---|
| ≥ 99.9% | 0% — SLA met |
| ≥ 99.5% and < 99.9% | 10% |
| ≥ 99.0% and < 99.5% | 25% |
| < 99.0% | 50% |
When an incident is detected, TBL classifies and responds:
| Severity | Target resolution |
|---|---|
| P0 — Critical (total outage, data loss, security breach) | ≤ 4 hours |
| P1 — Major (subsystem down, significant degradation) | ≤ 8 hours |
| P2 — Moderate (feature-level issue) | ≤ 24 hours |
| P3 — Minor (cosmetic, single-user) | Next business day |
P0 and P1 incidents receive a public blameless postmortem within 5 business days of resolution, covering what happened, root cause, timeline, remediation, and prevention.
The following are not counted as Downtime: scheduled maintenance (with at least 72 hours’ advance notice, in off-peak windows), force majeure, customer-caused outages, third-party subprocessor outages where our infrastructure is reachable and the status page accurately reports the degradation, and beta or preview features.
Eligible Customers may file a credit claim within 30 days of the end of the month in which the SLA was not met. Claims are validated against our external monitoring logs within 15 business days; approved credits apply to the next invoice.
This is our opening SLA. After 6 months of continuous 99.95%+ uptime, we review raising the Service Commitment to 99.95%. After 12 months of continuous 99.99%+ and completion of SOC 2 Type II, we review raising to 99.99% for Enterprise tier. Dedicated single-tenant instances may carry separately negotiated SLAs.
Monthly uptime metrics are published on our status page. Historical data is retained and available for 24 months. Audit logs behind the measurement are available to Enterprise Customers on written request.
Questions about the SLA or current uptime performance: compliance@thebiglease.ai