SLA

Per-tier uptime targets, severity classification, service credits, exclusions, and recovery objectives.

COHESION saves humanity by keeping human judgment alive in the age of AI.

Per-tier uptime commitment

TierMonthly UptimeMaximum Unavailable Minutes / monthService Credit cap
Starter99.5%216 min (~3.6 h)50% of monthly fee
Audited99.9%43.2 min100% of monthly fee
EnterpriseNegotiated (floor: 99.9%)varies100% (floor)

Uptime is measured as the edge success rate of GET /v1, excluding client-initiated 4xx errors, via independent external synthetic monitoring (BetterUptime monitor 4356034, 180-second probes from four global regions, two-consecutive-failure threshold, detection budget ~6–9 minutes). The status page at status.cohesionauth.com is the system of record. Following a redeploy of the internal monitoring worker, the internal path may take up to 30 minutes to begin firing; during that window, the external path governs alone (full terms in the per-tier MSA SLA clause).

Roadmap (informational, not contractual). A 99.95% Enterprise tier is on the roadmap conditional on multi-region active-active database support. Customers who require a higher commitment in writing should reach out to discuss enterprise terms.

Severity classification

SevDefinitionInitial response
S1API returning 5xx for >1% of traffic, OR auth failing globally, OR known security compromise15 minutes; status-page update within 15 min; customer email within 30 min
S2Significant latency regression sustained 5+ min, OR partial endpoint outage60 minutes; status-page update within 30 min
S3Non-blocking issue, single-customer issue, dashboard cosmetic issue1 business day

The severity definitions and response targets here mirror the incident response page; the controlling document for severity is the per-tier MSA SLA clause matched to your subscription tier.

Latency

Targets per endpoint in performance. Edge-to-edge.

Service credits — Starter (99.5%)

If the Monthly Uptime Percentage falls below 99.5% in a calendar month, Starter customers are entitled to a Service Credit applied against the next invoice:

Monthly uptime achievedService Credit
≥ 99.5%0% (no credit due)
< 99.5% and >= 99.0%up to 10% of fees for the affected month
< 99.0% and >= 95.0%up to 25% of fees for the affected month
< 95.0%up to 50% of fees for the affected month

Cap. Service Credits for Starter are capped at 50% of the affected month’s fees and are the Customer’s sole and exclusive remedy.

Service credits — Audited (99.9%)

If the Monthly Uptime Percentage falls below 99.9% in a calendar month, Audited customers are entitled to a Service Credit applied against the next invoice:

Monthly uptime achievedService Credit
≥ 99.9%0% (no credit due)
< 99.9% and >= 99.0%up to 25% of fees for the affected month
< 99.0% and >= 95.0%up to 50% of fees for the affected month
< 95.0%up to 100% of fees for the affected month

Cap. Service Credits for Audited are capped at 100% of the affected month’s fees and are the Customer’s sole and exclusive remedy.

Service credits — Enterprise

Service Credits and credit cap are negotiated per Enterprise MSA. The floor is the Audited ladder (above) with a 100% cap.

Claim procedure (all tiers)

Credit requests must be filed within 30 days of the affected month, per the procedure in the per-tier MSA SLA clause. The MSA SLA clause is the controlling document for service-credit calculation, claim procedure, and any dispute. This page is informational.

Exclusions

Excluded from monthly uptime calculations (all tiers):

Recovery objectives

Recovery objectives govern recovery from data-loss incidents (separate from the uptime commitment above):

The backup architecture, restore procedure, and test cadence are available on request under NDA as part of the trust-and-compliance package; the canonical authority is the MSA.

Reporting

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