1. Uptime Commitment
RANKIGI guarantees the following monthly uptime for the Ingestion API, Hash Chain Verification, Dashboard, and Snapshot Generator:
Scale ($599/month) & Business ($999/month): 99.5% monthly uptime
Enterprise ($1,999/month) & Enterprise+ ($3,999/month): 99.9% monthly uptime
The Free, Starter, Pro, and Growth tiers are provided on a best-effort basis without uptime guarantees.
Scale ($599/month) & Business ($999/month): 99.5% monthly uptime
Enterprise ($1,999/month) & Enterprise+ ($3,999/month): 99.9% monthly uptime
The Free, Starter, Pro, and Growth tiers are provided on a best-effort basis without uptime guarantees.
2. Uptime Calculation
Monthly uptime percentage is calculated as:
“Downtime” is defined as any period during which the Ingestion API returns HTTP 5xx errors or is unreachable for more than 3 consecutive minutes. Individual request failures, timeouts under 3 minutes, and degraded-but-functional performance are not counted as downtime.
((Total Minutes - Downtime Minutes) / Total Minutes) × 100“Downtime” is defined as any period during which the Ingestion API returns HTTP 5xx errors or is unreachable for more than 3 consecutive minutes. Individual request failures, timeouts under 3 minutes, and degraded-but-functional performance are not counted as downtime.
3. Scheduled Maintenance
Scheduled maintenance windows are:
Window: Sundays, 2:00 AM – 4:00 AM UTC
Notice: 48 hours minimum via email and status page
Scheduled maintenance is excluded from uptime calculations. Emergency maintenance for critical security patches may occur outside the window with as much notice as practicable.
Window: Sundays, 2:00 AM – 4:00 AM UTC
Notice: 48 hours minimum via email and status page
Scheduled maintenance is excluded from uptime calculations. Emergency maintenance for critical security patches may occur outside the window with as much notice as practicable.
4. Incident Response Times
CriticalService completely unavailable
1 hourHighService degraded, core functionality impacted
4 hoursMediumMinor feature unavailable, workaround exists
24 hoursLowCosmetic issue, documentation error
72 hoursResponse times are measured from the time the incident is reported or detected, whichever comes first.
5. Service Credits
When monthly uptime falls below the guaranteed threshold, affected customers are eligible for service credits applied to the next billing cycle:
99.0% – 99.5%10% of monthly fee
95.0% – 99.0%25% of monthly fee
Below 95.0%50% of monthly fee
Maximum credit per month: 50% of monthly subscription fee. Credits do not carry over and cannot be redeemed for cash.
6. Exclusions
This SLA does not apply during:
• Scheduled maintenance windows (communicated at least 48 hours in advance)
• Force majeure events (natural disasters, wars, government actions, pandemic, widespread internet outages)
• Issues caused by customer misuse, misconfiguration, or exceeding documented rate limits
• Third-party service failures outside RANKIGI's control (Supabase, Railway, Stripe outages)
• Network issues between the customer's infrastructure and RANKIGI's endpoints
• Alpha or beta features explicitly marked as non-production
• Scheduled maintenance windows (communicated at least 48 hours in advance)
• Force majeure events (natural disasters, wars, government actions, pandemic, widespread internet outages)
• Issues caused by customer misuse, misconfiguration, or exceeding documented rate limits
• Third-party service failures outside RANKIGI's control (Supabase, Railway, Stripe outages)
• Network issues between the customer's infrastructure and RANKIGI's endpoints
• Alpha or beta features explicitly marked as non-production
7. How to Claim Credits
To request a service credit:
1. Email support@rankigi.com within 30 days of the incident
2. Include your organization name, the date and duration of the outage, and any relevant error details
3. Credits are reviewed and applied within 10 business days
Credits not requested within 30 days of the incident are forfeited.
1. Email support@rankigi.com within 30 days of the incident
2. Include your organization name, the date and duration of the outage, and any relevant error details
3. Credits are reviewed and applied within 10 business days
Credits not requested within 30 days of the incident are forfeited.
8. Contact
For SLA-related questions or incident reports:
Support: support@rankigi.com
Status page: rankigi.com/status
Support: support@rankigi.com
Status page: rankigi.com/status