Efficace: March 2026
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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: