Who it covers
This Service Level Agreement (“SLA”) applies to workspaces on the Enterprise plan. It covers the Assio web app and API at assio.net. Other plans get the same service on a best-effort basis, without service credits.
Uptime commitment
Assio will be available at least 99.9% of each calendar month — no more than about 43 minutes of unplanned downtime a month.
Planned maintenance is announced at least 48 hours ahead, kept under four hours a month, and scheduled outside US business hours. It doesn’t count as downtime.
How uptime is measured
An independent external monitor checks the app’s health endpoint every few minutes from outside our infrastructure. Time counts as down when the check fails. Ask support@assio.net for the monthly uptime report.
Service credits
If we miss the commitment in a month, you get a credit against that month’s fee:
| Monthly uptime | Credit |
|---|---|
| 99.0% to under 99.9% | 10% of the monthly fee |
| 95.0% to under 99.0% | 25% of the monthly fee |
| Under 95.0% | 50% of the monthly fee |
Credits are applied to your next invoice. They are your sole remedy for missed uptime and can’t exceed 50% of a month’s fee.
Support response times
Enterprise requests to support@assio.net get a first human response within:
| Severity | Example | First response |
|---|---|---|
| Critical | Assio is down or changes are going live incorrectly | 4 business hours |
| High | A core feature is broken with no workaround | 1 business day |
| Normal | Questions, minor bugs, feature requests | 2 business days |
Business hours are 9am–6pm US Eastern, Monday to Friday.
What isn't covered
- Announced planned maintenance.
- Outages of services you connect or run, such as your website, WordPress, Google Search Console or GA4.
- Problems caused by misuse, by exceeding plan limits, or by your own network or browser.
- Events outside our reasonable control, such as a wide-scale outage of the internet or of our hosting providers.
Claiming a credit
Email support@assio.net within 30 days of the end of the affected month, with your workspace name and the times you saw problems. We’ll confirm against the monitor’s records and apply any credit due.