Uptime commitment
| Tier | Monthly uptime | Credit (% of monthly fee) |
|---|---|---|
| Team | ≥ 99.5% | 10% below 99.5% · 25% below 99.0% |
| Business | ≥ 99.9% | 10% below 99.9% · 25% below 99.5% · 50% below 99.0% |
| Enterprise | ≥ 99.95% | 10% below 99.95% · 25% below 99.9% · 100% below 99.5% |
Exclusions
- Scheduled maintenance, announced at least 7 days in advance and capped at 4 hours per month.
- Force majeure and upstream SAP outages.
- Customer misconfiguration, AUP violations, or attacks originating from customer credentials.
Claiming a credit
Customers must request credits within 30 days of the affected month at support@sapctl.dev. Credits are applied to the next invoice and do not exceed the affected month’s fee.