Service Level Agreement (SLA)

This Service Level Agreement defines the availability commitments for Atmos Pro.

1. Service Availability

1.1 Uptime Commitment

Cloud Posse commits to maintaining 99.5% uptime for Atmos Pro services during each calendar month.

1.2 Plan Applicability

This availability commitment and the service credits in this SLA apply to Business and Enterprise plans. Enterprise customers receive the Business baseline unless their applicable Payment Terms specify a different commitment. Free Evaluation and Team do not receive an availability SLA or service credits.

1.3 Availability Calculation

Availability is calculated as:

Availability = (Total Minutes - Downtime Minutes) / Total Minutes × 100

1.4 Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance windows
Force majeure events
Issues caused by third-party services, infrastructure, or networks outside our reasonable control, including but not limited to GitHub (including the GitHub App platform and API rate limits), AWS (including services consumed through AWS Marketplace), Vercel (hosting and edge network), Neon (database), Inngest (background jobs), Stripe (payments), Resend (email), Sentry (error tracking), PostHog (analytics), and DNS providers
User-initiated actions or misconfigurations

2. Support Response Targets

Support response targets are distinct from this availability SLA. The default targets, their plan applicability, and the effect of Payment Terms are described in the Support Terms. They are service objectives unless the applicable Payment Terms state otherwise.

3. Service Credits

3.1 Credit Eligibility

Business and Enterprise customers may request service credits if we fail to meet the availability commitment:

Less than 99.5% and at least 99.0%: 10% credit
Less than 99.0% and at least 95.0%: 25% credit
Less than 95.0%: 50% credit

3.2 Credit Calculation

Each service credit is calculated as the applicable percentage of the Monthly Fees attributable to the affected Atmos Pro service for the impacted calendar month. For annual subscriptions, Monthly Fees equal one-twelfth of the annual subscription fee. Monthly Fees exclude taxes, professional services, Platform Engineering Support, Platform Advisory, and usage-based or pass-through charges.

3.3 Credit Issuance

Service credits are applied to a future invoice, have no cash value, and may not be transferred. The total service credits for an affected Atmos Pro service in a calendar month will not exceed 100% of that service's Monthly Fees. Cloud Posse may withhold a service credit while the Customer has overdue or disputed payment obligations.

3.4 Credit Process

To request a service credit:

Submit a request within 30 days of the incident
Include details of the downtime period
We will review and respond within 10 business days

4. Monitoring and Reporting

4.1 Service Monitoring

We continuously monitor Atmos Pro services for:

System availability and performance
Error rates and response times
Security incidents and threats

4.2 Status Page

Service status is available at atmos-pro.com/status, including current service status, incident reports, and scheduled maintenance notifications.

5. Incident Management

5.1 Incident Classification

Incidents are classified by severity:

Critical: Service completely unavailable
High: Major functionality impaired
Medium: Minor functionality affected
Low: Cosmetic issues or minor bugs

5.2 Communication

During incidents, we provide:

Initial acknowledgment within response time
Regular updates on progress
Resolution notification
Post-incident report (for critical/high severity)

6. Maintenance Windows

6.1 Scheduled Maintenance

Frequency: Monthly or as needed
Duration: Typically 2-4 hours
Notification: 7 days advance notice
Timing: Scheduled during low-usage periods

6.2 Emergency Maintenance

Notification: As much advance notice as possible
Duration: Minimized to essential fixes only
Communication: Immediate status updates

7. Contact Information

For SLA-related inquiries:

8. Changes to SLA

Cloud Posse reserves the right to update this SLA periodically. Any material changes will be communicated to subscribers via email or website announcement.

Last updated: July 15, 2026