Our commitment toreliability.
Clear, measurable commitments backed by service credits. We hold ourselves accountable to the highest standards.
Last updated: January 2026
Overview
This Service Level Agreement ("SLA") describes the service levels Disruptive Rain commits to provide for customers of our platform. This SLA applies to all paid subscription plans and forms part of your agreement with Disruptive Rain.
We measure uptime as the percentage of time our core services are available and functioning properly. "Available" means the service responds to valid API requests and performs its intended function.
Guaranteed availability.
Different tiers, different commitments. All backed by service credits.
Starter
Standard availability for growing teams
Up to 8.76 hours downtime per year
Scale
Reliable availability with priority support
Up to 8.76 hours downtime per year
Production
Enterprise-grade availability guarantee
Up to 52.6 minutes downtime per year
Speed you can rely on.
Clear performance benchmarks for every operation.
API Response Time
<100msP95 latency for API requests
Measured at our edge servers
Streaming Latency
<200msTime to first token for streaming responses
Measured from request to first byte
Throughput
1,000+ req/secRequests per second per organization
Burst capacity available
Processing Time
<5 secondsP95 for complex AI operations
Varies by operation complexity
Help when you need it.
Response times based on issue severity.
| Priority | Description | Response | Resolution | Availability |
|---|---|---|---|---|
| P1 - Critical | Complete service outage or major functionality unavailable | 15 minutes | 4 hours | 24/7 |
| P2 - High | Major feature degraded, significant business impact | 1 hour | 8 hours | 24/7 |
| P3 - Medium | Feature partially impaired, workaround available | 4 hours | 24 hours | Business hours |
| P4 - Low | General questions, minor issues, feature requests | 24 hours | Best effort | Business hours |
Planned downtime.
How we handle necessary maintenance windows.
Scheduled Maintenance
Advance Notice
72 hours minimum
Maintenance Window
Sundays 2:00-6:00 AM UTC
Frequency
Monthly (if needed)
Emergency Maintenance
Advance Notice
As soon as possible
Maintenance Window
As required
Frequency
Only for critical security/stability
Our guarantee.
If we don't meet our commitments, you receive credits.
How to Claim Credits
- 1Submit a credit request within 30 days of the incident
- 2Include dates, times, and affected services
- 3Credits applied to your next billing cycle
What's not covered.
The following situations are excluded from SLA calculations.
- Scheduled maintenance with 72-hour advance notice
- Emergency maintenance for security or stability
- Actions or inactions of the customer or third parties
- Internet connectivity issues outside our network
- Force majeure events (natural disasters, war, etc.)
- Beta features or pre-release functionality
- Customer-caused outages (API abuse, misconfiguration)
Incident Communication
During incidents, we communicate through multiple channels to keep you informed:
- Status Page: Real-time updates at status.disruptiverain.com
- Email Notifications: Alerts to account administrators
- Post-Incident Reports: Detailed analysis within 5 business days
Questions about our SLA?
Contact us to discuss custom SLAs for enterprise deployments or to learn more about our commitments.