SLA
Clear support targets for private data teams.
Availability, support, and response-time commitments depend on deployment topology and plan.
| Plan | Monthly uptime | P1 response | Credit per outage |
|---|---|---|---|
| Starter | 99.5% | 12 business hours | — |
| Team | 99.9% | 4 business hours | 10% per hour |
| Business | 99.95% | 1 hour | 20% per hour |
| Enterprise | 99.99% | 15 minutes | Negotiable |
Details
How we measure and credit.
Uptime definition
Uptime is the fraction of time per month during which the contracted SOFI control plane, REST API, and dashboard are responding successfully under normal usage. We exclude:
- Planned maintenance windows (announced 7 days ahead).
- Upstream provider outages, including customer cloud, network, identity, or storage providers.
- Force majeure events (DDoS, natural disasters).
- Issues in customer data sources, firewalls, VPNs, or private routes that SOFI connects through.
Severities
- P1 — platform unavailable or production data loss.
- P2 — critical feature degraded (provisioning, masking, CDC).
- P3 — functional bug without critical impact.
- P4 — general request, question, suggestion.
How to request a credit
If your organization believes there has been an SLA breach, open a ticket via /support within 30 days of the incident. We will validate against our logs and apply the credit automatically on the next invoice.
Planned maintenance
Notified at least 7 days ahead via email to administrators. Windows typically fall on Sundays from 02:00 to 06:00 (BRT). History at /changelog.
Live status
Track availability live at status.sofi.io. Subscribe to receive alerts via email or Slack.