Service Level Agreement (SLA)
Last updated: January 2026
Current Status
All Systems Operational
Uptime Guarantees
| Plan | Uptime | Max Downtime/month | SLA Credit |
|---|---|---|---|
| Free | Best effort | - | - |
| Pro | 99.5% | 3h 39min | 10% |
| Business | 99.9% | 43min | 25% |
| Enterprise | 99.95% | 21min | 50% |
Support Response Times
Priority Levels
P1
Critical
Service completely unavailable
P2
High
Major feature degraded
P3
Medium
Minor feature affected
P4
Low
Question or enhancement request
Response Times
| Pro | Business | Enterprise | |
|---|---|---|---|
| P1 | 24h | 4h | 1h |
| P2 | 48h | 8h | 4h |
| P3 | 72h | 24h | 8h |
| P4 | 5j | 48h | 24h |
Support Channels
| Channel | Free | Pro | Business | Enterprise |
|---|---|---|---|---|
| Live Chat | - | - | ||
| Phone | - | - | - | |
| Dedicated Account Manager | - | - | - | |
| Quarterly Business Review | - | - | - |
Performance Guarantees
< 25ms
API Latency P95
100%*
Détection Rate*
24/7
Monitoring
SLA Credits
If we fail to meet our uptime commitments, you receive a credit on your next invoice:
| Monthly Uptime | Credit |
|---|---|
| < Guaranteed SLA but >= 99.0% | 10% |
| < 99.0% but >= 95.0% | 25% |
| < 95.0% | 50% |
Credits must be requested within 30 days of the incident via support@adlibo.com.
Exclusions
The SLA does not apply in the following cases:
- •Scheduled maintenance (announced 48h in advance)
- •Force majeure (natural disasters, major Internet outages)
- •Usage not in compliance with Terms of Service
- •DDoS attacks targeting your infrastructure
- •Issues related to third parties (DNS providers, client CDN)
Questions about the SLA?
Contact our team for any questions about our commitments.