Gültig ab: March 2026
Diese Übersetzung dient lediglich der Verständlichkeit. Bei Widersprüchen zwischen dieser Übersetzung und der englischen Fassung ist die englische Fassung maßgeblich. Die englische Fassung ist das rechtlich bindende Dokument.
Sanctuary commits to 99.9% monthly uptime for all production API endpoints and the web dashboard. This allows for a maximum of 8.7 hours of unplanned downtime per year.
Uptime is calculated as: (total_minutes - downtime_minutes) / total_minutes × 100
Scheduled maintenance windows (announced 48 hours in advance) are excluded from uptime calculations.
When secondary data sources are unavailable, Sanctuary automatically enters Degraded Mode. In this mode:
Degraded Mode counts as partial uptime (50% weight) — it is not counted as full downtime because the core service continues operating.
| Severity | Definition | Response | Resolution |
|---|---|---|---|
| P0 Critical | API fully down | 1 hour | 4 hours |
| P1 High | Degraded Mode active | 4 hours | 24 hours |
| P2 Medium | Single source offline | 8 hours | 72 hours |
| P3 Low | UI or non-critical bug | 24 hours | Best effort |
If monthly uptime drops below 99.9%, you receive proportional account credits:
| Monthly Uptime | Credit |
|---|---|
| 99.0% — 99.9% | 10% of monthly fee |
| 95.0% — 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the incident. Credits are applied to future invoices and are not redeemable for cash.
| Tier | Support | Channels |
|---|---|---|
| Free / Basic | Best effort | |
| Pro | Business hours | Email + Telegram |
| Enterprise | 24/7 | Dedicated channel |
This SLA does not cover: