Service Level Agreements#

Enterprise Platform Uptime SLA#

The following Service Level Agreement, which is incorporated into and forms part of the Subscription Agreement between Assistance, Inc. ("Assistance") and Customer (the "Agreement"), will apply to the Services for Enterprise Customers specified in an Order Form during the applicable Subscription Term.

1. Definitions#

All capitalized terms used but not defined in this SLA have the meaning set forth in the Agreement.

Availability Metrics:

Defines the measurements used to calculate service uptime under this SLA.

Scheduled Availability:

The total time (in minutes) that the applicable service is generally accessible and available to permitted users.
Scheduled Downtime/Maintenance Windows:

Periods of time that Assistance has communicated in advance, during which the service may be temporarily unavailable due to planned maintenance, upgrades, or other scheduled activities. These windows are not counted as Unscheduled Downtime for SLA purposes.
Unscheduled Downtime:

The total time (in minutes) that the service is not accessible or available, excluding periods attributable to any causes listed under SLA Exclusions.
Actual Availability:

The result of subtracting Unscheduled Downtime from Scheduled Availability.

Release Maturity Levels: Indicates the stage of release for a given product or feature and whether it is covered by the SLA.

GA (General Availability): The product is fully released and covered by the SLA.
Beta: The product or feature is in limited release. Beta products are not covered by the SLA.
Alpha: The product or feature is in early release. Alpha products are not covered by the SLA.

For the current release stage of each Assistance product and feature see Assistance features.

SLA Scope: The level at which service availability is measured and the impact required to constitute an SLA breach.

Global: The service is deployed from a centralized global infrastructure; SLA is breached if more than 1% of projects worldwide are affected during a downtime event.
Regional: The service is deployed within individual geographic regions; SLA is breached if more than 1% of projects in a single region are affected.
Project: The service is deployed on a dedicated, per-project basis; SLA applies individually to each project.

2. Uptime Commitment#

Assistance will provide Actual Availability for at least ninety-nine and nine tenths percent (99.9%) of the total time in each calendar month during the Subscription Term, as measured by Assistance (the "Uptime Commitment"). Each product is individually covered by a 99.9% uptime commitment for customers with an Enterprise tier subscription.

3. SLA Definition & Exclusions#

This Service Level Agreement applies only to the services and products specifically listed as covered, and is subject to the definitions, scopes, and exclusions outlined in this document.

Assistance is not responsible for outages or service interruptions caused by factors outside of its reasonable control. The following categories of events are excluded from this SLA:

Third-Party Vendors:

Issues attributable to external vendors or cloud providers, including AWS, Cloudflare, GCP, Azure, GitHub, or other similar providers.
Integration Partners:

Failures or downtime related to third-party integration partners, such as Resend for email delivery, or other external service failures.
General Factors Outside Our Control:

Events such as force majeure, internet service provider (ISP) outages, or other issues outside Assistance's reasonable control.
Customer Actions or Inactions:

Resource limitations, misconfigurations, or failures to follow operational guidelines provided in Assistance documentation; delays in recovery due to insufficient I/O capacity; issues caused by customer's equipment or software; or account suspension or termination in accordance with Assistance Terms.

Product-specific exclusions and further detail are provided in the following sections.

Product-Specific#

Postgres#

SLA Scope: Project
Dependencies: None

Downtime Definition:

Any period during which the managed Postgres database for a given project is not generally accessible for permitted users to perform read or write operations.

Exclusions:

Use of user-defined, unofficial, or unsupported Postgres extensions.
Use of Postgres versions older than the two most recent major releases officially supported by Assistance.
Use of outdated database extension versions; customers must be running the most recent version of database extensions for those to be included in SLA coverage.
Customer's failure to provision sufficient CPU, memory, or storage resources for expected workloads.
Excessively large numbers of tables or objects that significantly impact recovery times.
Insufficient I/O capacity for the database workload as provisioned by the customer.
Outages caused by customer-initiated schema changes or migrations that impact database integrity or operability.
Issues caused by customer's equipment, networks, or software.
Downtime related to suspension or termination of account per Assistance Terms.

Auth#

SLA Scope: Project
Dependencies: Postgres

Downtime Definition:

Any period during which the Auth service is unavailable for performing authentication or authorization operations for permitted users of a production system.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Inappropriately provisioned compute resources for anticipated auth workloads.
Customer-initiated modifications to database objects, roles, or relationships in the schema.
Outages resulting from integration with third-party providers (OAuth, OpenID, email, SMS, CAPTCHA, password strength checking, geolocation, etc.).
Outages due to overly permissive rate-limiting configurations set by the customer.
Email sending issues when using the default (provisional) configuration not intended for production use.
Issues caused by using retracted or unofficial Assistance libraries, frameworks, or proxies.
Issues that would have been resolved by upgrading to a newer minor or patch version of official Assistance libraries or tools.

Data APIs (PostgREST)#

SLA Scope: Project
Dependencies: Postgres, Auth

Downtime Definition:

Any period during which the Data APIs (including PostgREST endpoints) are unavailable for permitted users to perform API calls against the database.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer misconfiguration of API permissions, security policies, or database schema.
Use of unofficial or unsupported client libraries, API versions, or modifications.
Failures resulting from customer's network, application, or API client errors.
Outages that could have been resolved by upgrading to the latest supported version of Assistance Data API components.

Storage#

SLA Scope: Regional
Dependencies: Postgres, Pooler

Downtime Definition:

Any period during which the Storage service is unavailable for permitted users to upload, download, or manage files and buckets in a region.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer misconfiguration of storage settings or connection pools (e.g., low or ).
Use of unofficial or unsupported client libraries or modifications.
Customer-initiated schema changes in the storage schema or cross-schema relationships impacting availability.
Deletion of objects or buckets by the customer via the Storage API.
Outages that could have been resolved by upgrading to the latest supported version of Assistance Storage components.

Pooler (PgBouncer & Supavisor)#

SLA Scope: Regional
Dependencies: Postgres

Downtime Definition:

Any period during which the database connection pooling layer is unavailable for permitted users, resulting in inability to connect to Postgres.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer's failure to provision sufficient pooler capacity (e.g., , ) for actual workload.
Custom changes to connection pooling settings outside recommended operational guidelines.
Issues arising from customer's network or database client configuration.
Failures resolvable by updating to a supported version of official Assistance pooling components.

Management API#

SLA Scope: Regional
Dependencies: None

Downtime Definition:

Any period during which the Assistance Management API is unavailable for permitted users to perform management, provisioning, or configuration actions in a region.

Exclusions:

Customer loss or compromise of personal access tokens or confidential information.
Use of the Management API in violation of Assistance fair-use policy.
Failures that could have been resolved by upgrading to a newer version of official Assistance management tooling.

Branching#

SLA Scope: Regional
Dependencies: Postgres, Management API

Downtime Definition:

Any period during which the branching functionality (including creation, deletion, or promotion of branches) is unavailable for permitted users within a given region.

Exclusions:

Unavailability caused by upstream service outages listed under Dependencies.
Failures due to unsupported schema or configurations within branches.
Customer misuse or unsupported use of branching features, including but not limited to version pinning, manual overrides, or undocumented patterns.
Issues resulting from user-initiated migrations that introduce data loss or instability, including those merged into production environments.
Failures in applying configuration or updates older than 90 days.
Failures in applying configuration or service updates (e.g., Auth settings) to branches with stale or diverged states.

Realtime#

SLA Scope: Regional
Dependencies: Postgres, Auth

Downtime Definition:

Any period during which the Realtime service is unavailable for permitted users to send and receive event notifications or subscribe to database changes in a region.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer's failure to provision sufficient compute resources for Realtime workloads.
The Realtime service does not guarantee delivery of messages (at-least-once, exactly-once, or at-most-once delivery).
Issues resulting from the use of unofficial, outdated, or unsupported client libraries or event-handling frameworks.

Functions#

SLA Scope: Regional
Dependencies: None

Downtime Definition:

Any period during which Assistance Edge Functions are unavailable to be executed, created, updated, or deleted by permitted users in a region.

Exclusions:

Outages caused by user code errors, infinite loops, or unsupported packages.
Failures due to integration with external dependencies or services.
Failures resulting from downstream dependencies explicitly invoked by the user within their function logic (e.g., Postgres queries, HTTP requests to PostgREST, Auth, Storage, or third-party services). These are considered outside the scope of the Functions SLA.

Studio#

SLA Scope: Global
Dependencies: Postgres, Management API, Logging, Auth, Realtime, Functions, Storage

Downtime Definition:

Any period during which Assistance Studio is unavailable for permitted users to manage projects, view logs, or interact with platform resources globally.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Failures caused by unsupported browser versions or extensions.

Logging#

SLA Scope: Global
Dependencies: None

Downtime Definition:

Any period during which the Logging service is unavailable for permitted users to collect, query, or retrieve log data globally.

Exclusions:

Integration failures with external log ingestion partners or third-party tools.
Outages resulting from customer misconfiguration of log collection or retention policies.

4. Service Credits#

If the Uptime Commitment is not met during any particular calendar month, Customer is eligible for a service credit ("Service Credit") upon request. The amount will be:

where Credit Percentage is derived from the table below:

| Actual Availability | Credit Percentage | | -------------------------------------------------- | ----------------- | | Less than 99.9% but greater than or equal to 99.0% | 10% | | Less than 99.0% but greater than or equal to 98.0% | 15% | | Less than 98.0% but greater than or equal to 96.0% | 20% | | Less than 96.0% | 30% |

5. Credit Requests and Payment#

To request a Service Credit, Customer must send an email to Assistance at support@assistance.bg within thirty (30) days of the end of the month in which the Uptime Commitment was not met. The request must include:

(a) the affected organization, service(s), region(s), and project(s);

(b) the specific dates and times (in 5-minute intervals) during which the service was unavailable; and

Assistance reserves the right to validate any claim using its own internal monitoring systems and may deny claims that are unsupported, inaccurate, or inconsistent with internal metrics.

If Assistance confirms that Customer is eligible for a Service Credit, Assistance will issue a credit to Customer's account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into cash, and may only be applied to future billing charges. Except as set forth in Section 6 below, the Service Credits constitute Customer's sole and exclusive remedy, and Assistance's sole and exclusive liability, for any failure to meet the Uptime Commitment.

Notwithstanding anything to the contrary in this SLA, the total amount of Service Credits issued to Customer under this SLA shall not exceed twenty percent (20%) of the total fees paid by Customer for the affected services under the applicable Order Form during the preceding twelve (12) month period. Any Service Credits calculated in excess of this cap will be forfeited and shall have no cash or credit value.

7. Support#

Assistance provides Support Service Level Agreements for Team and Enterprise customers.

Urgent#

Critical Issue

Defect resulting in full or partial system outage or a condition that makes Assistance unusable or unavailable in production for all of Customer's Users.

High#

Significant Business Disruption

Issue resulting in a situation meaning major functionality is impacted and significant performance degradation is experienced. Issue impacts significant proportion of user base and / or major Assistance functionality.

Normal#

Minor Feature or Functional Issue / General Question

Issue results in a component of Assistance not performing as expected or documented. An inquiry by a Customer representative regarding a general technical issue or general question.

Low#

Minor Issue / Feature Request

An Information request about Assistance or feature request.

Severity and Target Initial Response Times#

| Severity Level | Team | Enterprise Standard | Priority Plus | | -------------- | ------------------------------------ | ------------------------------------- | ------------------------ | | 1. Urgent | 24 hours
24/7 × 365 | 1 hour
24/7 × 365 | 1 hour
24/7 × 365 | | 2. High | 1 business day
Monday - Friday | 2 business hours
Monday - Friday | 2 hours
24/7 × 365 | | 3. Normal | 1 business day
Monday - Friday | 1 business day
Monday - Friday | 12 hours
24/7 x 365 | | 4. Low | 2 business days
Monday - Friday | 2 business days
Monday - Friday | 24 hours
24/7 x 365 |

Business hours are 6am to 6pm local time unless stated otherwise.

Service Level Agreements#

Enterprise Platform Uptime SLA#

1. Definitions#

All capitalized terms used but not defined in this SLA have the meaning set forth in the Agreement.

Availability Metrics:

Defines the measurements used to calculate service uptime under this SLA.

Scheduled Availability:

The total time (in minutes) that the applicable service is generally accessible and available to permitted users.
Scheduled Downtime/Maintenance Windows:

Periods of time that Assistance has communicated in advance, during which the service may be temporarily unavailable due to planned maintenance, upgrades, or other scheduled activities. These windows are not counted as Unscheduled Downtime for SLA purposes.
Unscheduled Downtime:

The total time (in minutes) that the service is not accessible or available, excluding periods attributable to any causes listed under SLA Exclusions.
Actual Availability:

The result of subtracting Unscheduled Downtime from Scheduled Availability.

Release Maturity Levels: Indicates the stage of release for a given product or feature and whether it is covered by the SLA.

GA (General Availability): The product is fully released and covered by the SLA.
Beta: The product or feature is in limited release. Beta products are not covered by the SLA.
Alpha: The product or feature is in early release. Alpha products are not covered by the SLA.

For the current release stage of each Assistance product and feature see Assistance features.

SLA Scope: The level at which service availability is measured and the impact required to constitute an SLA breach.

Global: The service is deployed from a centralized global infrastructure; SLA is breached if more than 1% of projects worldwide are affected during a downtime event.
Regional: The service is deployed within individual geographic regions; SLA is breached if more than 1% of projects in a single region are affected.
Project: The service is deployed on a dedicated, per-project basis; SLA applies individually to each project.

2. Uptime Commitment#

3. SLA Definition & Exclusions#

This Service Level Agreement applies only to the services and products specifically listed as covered, and is subject to the definitions, scopes, and exclusions outlined in this document.

Assistance is not responsible for outages or service interruptions caused by factors outside of its reasonable control. The following categories of events are excluded from this SLA:

Third-Party Vendors:

Issues attributable to external vendors or cloud providers, including AWS, Cloudflare, GCP, Azure, GitHub, or other similar providers.
Integration Partners:

Failures or downtime related to third-party integration partners, such as Resend for email delivery, or other external service failures.
General Factors Outside Our Control:

Events such as force majeure, internet service provider (ISP) outages, or other issues outside Assistance's reasonable control.
Customer Actions or Inactions:

Resource limitations, misconfigurations, or failures to follow operational guidelines provided in Assistance documentation; delays in recovery due to insufficient I/O capacity; issues caused by customer's equipment or software; or account suspension or termination in accordance with Assistance Terms.

Product-specific exclusions and further detail are provided in the following sections.

Product-Specific#

Postgres#

SLA Scope: Project
Dependencies: None

Downtime Definition:

Any period during which the managed Postgres database for a given project is not generally accessible for permitted users to perform read or write operations.

Exclusions:

Use of user-defined, unofficial, or unsupported Postgres extensions.
Use of Postgres versions older than the two most recent major releases officially supported by Assistance.
Use of outdated database extension versions; customers must be running the most recent version of database extensions for those to be included in SLA coverage.
Customer's failure to provision sufficient CPU, memory, or storage resources for expected workloads.
Excessively large numbers of tables or objects that significantly impact recovery times.
Insufficient I/O capacity for the database workload as provisioned by the customer.
Outages caused by customer-initiated schema changes or migrations that impact database integrity or operability.
Issues caused by customer's equipment, networks, or software.
Downtime related to suspension or termination of account per Assistance Terms.

Auth#

SLA Scope: Project
Dependencies: Postgres

Downtime Definition:

Any period during which the Auth service is unavailable for performing authentication or authorization operations for permitted users of a production system.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Inappropriately provisioned compute resources for anticipated auth workloads.
Customer-initiated modifications to database objects, roles, or relationships in the schema.
Outages resulting from integration with third-party providers (OAuth, OpenID, email, SMS, CAPTCHA, password strength checking, geolocation, etc.).
Outages due to overly permissive rate-limiting configurations set by the customer.
Email sending issues when using the default (provisional) configuration not intended for production use.
Issues caused by using retracted or unofficial Assistance libraries, frameworks, or proxies.
Issues that would have been resolved by upgrading to a newer minor or patch version of official Assistance libraries or tools.

Data APIs (PostgREST)#

SLA Scope: Project
Dependencies: Postgres, Auth

Downtime Definition:

Any period during which the Data APIs (including PostgREST endpoints) are unavailable for permitted users to perform API calls against the database.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer misconfiguration of API permissions, security policies, or database schema.
Use of unofficial or unsupported client libraries, API versions, or modifications.
Failures resulting from customer's network, application, or API client errors.
Outages that could have been resolved by upgrading to the latest supported version of Assistance Data API components.

Storage#

SLA Scope: Regional
Dependencies: Postgres, Pooler

Downtime Definition:

Any period during which the Storage service is unavailable for permitted users to upload, download, or manage files and buckets in a region.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer misconfiguration of storage settings or connection pools (e.g., low or ).
Use of unofficial or unsupported client libraries or modifications.
Customer-initiated schema changes in the storage schema or cross-schema relationships impacting availability.
Deletion of objects or buckets by the customer via the Storage API.
Outages that could have been resolved by upgrading to the latest supported version of Assistance Storage components.

Pooler (PgBouncer & Supavisor)#

SLA Scope: Regional
Dependencies: Postgres

Downtime Definition:

Any period during which the database connection pooling layer is unavailable for permitted users, resulting in inability to connect to Postgres.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer's failure to provision sufficient pooler capacity (e.g., , ) for actual workload.
Custom changes to connection pooling settings outside recommended operational guidelines.
Issues arising from customer's network or database client configuration.
Failures resolvable by updating to a supported version of official Assistance pooling components.

Management API#

SLA Scope: Regional
Dependencies: None

Downtime Definition:

Any period during which the Assistance Management API is unavailable for permitted users to perform management, provisioning, or configuration actions in a region.

Exclusions:

Customer loss or compromise of personal access tokens or confidential information.
Use of the Management API in violation of Assistance fair-use policy.
Failures that could have been resolved by upgrading to a newer version of official Assistance management tooling.

Branching#

SLA Scope: Regional
Dependencies: Postgres, Management API

Downtime Definition:

Any period during which the branching functionality (including creation, deletion, or promotion of branches) is unavailable for permitted users within a given region.

Exclusions:

Unavailability caused by upstream service outages listed under Dependencies.
Failures due to unsupported schema or configurations within branches.
Customer misuse or unsupported use of branching features, including but not limited to version pinning, manual overrides, or undocumented patterns.
Issues resulting from user-initiated migrations that introduce data loss or instability, including those merged into production environments.
Failures in applying configuration or updates older than 90 days.
Failures in applying configuration or service updates (e.g., Auth settings) to branches with stale or diverged states.

Realtime#

SLA Scope: Regional
Dependencies: Postgres, Auth

Downtime Definition:

Any period during which the Realtime service is unavailable for permitted users to send and receive event notifications or subscribe to database changes in a region.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Customer's failure to provision sufficient compute resources for Realtime workloads.
The Realtime service does not guarantee delivery of messages (at-least-once, exactly-once, or at-most-once delivery).
Issues resulting from the use of unofficial, outdated, or unsupported client libraries or event-handling frameworks.

Functions#

SLA Scope: Regional
Dependencies: None

Downtime Definition:

Any period during which Assistance Edge Functions are unavailable to be executed, created, updated, or deleted by permitted users in a region.

Exclusions:

Outages caused by user code errors, infinite loops, or unsupported packages.
Failures due to integration with external dependencies or services.
Failures resulting from downstream dependencies explicitly invoked by the user within their function logic (e.g., Postgres queries, HTTP requests to PostgREST, Auth, Storage, or third-party services). These are considered outside the scope of the Functions SLA.

Studio#

SLA Scope: Global
Dependencies: Postgres, Management API, Logging, Auth, Realtime, Functions, Storage

Downtime Definition:

Any period during which Assistance Studio is unavailable for permitted users to manage projects, view logs, or interact with platform resources globally.

Exclusions:

Unavailability caused by upstream service outages listed in Dependencies.
Failures caused by unsupported browser versions or extensions.

Logging#

SLA Scope: Global
Dependencies: None

Downtime Definition:

Any period during which the Logging service is unavailable for permitted users to collect, query, or retrieve log data globally.

Exclusions:

Integration failures with external log ingestion partners or third-party tools.
Outages resulting from customer misconfiguration of log collection or retention policies.

4. Service Credits#

If the Uptime Commitment is not met during any particular calendar month, Customer is eligible for a service credit ("Service Credit") upon request. The amount will be:

where Credit Percentage is derived from the table below:

5. Credit Requests and Payment#

(a) the affected organization, service(s), region(s), and project(s);

(b) the specific dates and times (in 5-minute intervals) during which the service was unavailable; and

Assistance reserves the right to validate any claim using its own internal monitoring systems and may deny claims that are unsupported, inaccurate, or inconsistent with internal metrics.

7. Support#

Assistance provides Support Service Level Agreements for Team and Enterprise customers.

Urgent#

Critical Issue

Defect resulting in full or partial system outage or a condition that makes Assistance unusable or unavailable in production for all of Customer's Users.

High#

Significant Business Disruption

Normal#

Minor Feature or Functional Issue / General Question

Issue results in a component of Assistance not performing as expected or documented. An inquiry by a Customer representative regarding a general technical issue or general question.

Low#

Minor Issue / Feature Request

An Information request about Assistance or feature request.

Severity and Target Initial Response Times#

Business hours are 6am to 6pm local time unless stated otherwise.