— sla
What we commit to.
The operational guarantees Estokad makes to paying customers, and the remedies when we miss them. Numbers are contractual. The full SLA document lives in the repository at docs/sla.md and is the source of truth.
— per tier
Tier table
Your tier is determined by the preset on your subscription. The Premium SLA module (€699/mo) lifts any preset to the Premium tier without changing other modules.
| tier | preset | uptime | incident notification | RTO | RPO | support response |
|---|---|---|---|---|---|---|
| Standard | Studio — €499/mo | 99.5% | 24h | 24h | 24h | 1 business day |
| Enhanced | Regulated — €1,699/mo | 99.9% | 4h | 8h | 4h | 4 business hours |
| Enterprise | Enterprise — €2,999/mo | 99.9% | 1h | 4h | 1h | 1 business hour |
| Premium | Sovereign — €4,299/mo OR Premium SLA module — €699/mo | 99.99% | 15 min | 1h | 15 min | 30 min, 24/7 |
— measurement
How we measure
Uptime is measured against api.estokad.com via 30-second probes from three geographic vantage points. A minute counts as down when two or more probes fail. Scheduled maintenance windows (capped at 4 hours per calendar month, announced 72 hours ahead) don't count.
Incident notification is wall-clock from our on-call detecting the incident to the notification email reaching the workspace's billing-email contact. Recovery times are counted only against incidents whose root cause is on our side — public network outages upstream of the CDN are out of scope.
— remedies
When we miss
Service credits are applied automatically to the next Stripe invoice after an incident closes, capped at one month's fee per incident. Claim window for customer-initiated credits is 30 days from incident close — email compliance@estokad.com.
| severity | credit |
|---|---|
| Uptime miss < 0.5pp below target | 10% of monthly fee per affected hour |
| Uptime miss 0.5–1pp below target | 20% of monthly fee per affected hour |
| Uptime miss > 1pp below target | One full month’s fee |
| Late incident notification | 5% of monthly fee per hour late |
| Confirmed data loss > RPO | One month’s fee + 30-day extension at zero cost |
— resilience
Disaster recovery
Quarterly cold-restore drills, results recorded in the customer's audit log and included in the DORA evidence pack. Premium-tier customers can request participation in a real cross-region failover exercise once per year at zero cost. Cross-region geographic redundancy ships with `eu-fra-2` cold-standby in Phase 8.
— compliance artefacts
What you can download
From /settings/compliance in your workspace:
- DORA evidence pack — PDF + JSON with audit-chain head, sub-processor list, residency proofs, restore-drill records, incident history for the period.
- Audit-chain validation — SHA-256-linked, customer-verifiable. Failure triggers an email to every workspace owner.
- Sub-processor register, with 30-day advance notice of changes by email.
- Right-to-erasure deletion certificate — HMAC-signed receipt of GDPR Article 17 deletions, suitable for regulatory evidence.
- Exit pack — full content + schema + audit export at any time, no time-out.