ApifyCloud SLAs and Credit Management
Visibilidad: AGENT
ApifyCloud services have a 99.99% availability.
If ApifyCloud service uptime falls below the thresholds in the following table in any monthly billing cycle, the customer will be entitled to the credits defined below.
The applicable credit is a percentage of the customer's committed monthly payment (or if paid annually, the committed annual payment prorated for a period of one month).
Uptime % Credit %
Below 99,99% 10%
Below 98.0% 30%
Below 95% 50%
Severity of Problem Definition
1 - Critical Impact (Code Red) The customer experiences a serious problem that prevents them from performing a critical business function. There is no alternative solution.
2 - High Impact The customer can perform its functions but performance is degraded or limited.
3 - Medium Impact The customer's ability to perform their functions is not greatly affected, but noncritical functions are unusable or difficult to use. There is an alternative solution.
The service is available and operational; trivial impact on business or customer operations requires information or assistance about capabilities or configuration.
Level of severity Initial Response Time
1 - Critical Impact (Code Red) Severe impact or degradation on customer business operations caused by intermittent service interruption. Response time: 10 min. (phone, email, whatsapp, ticket)
2 - High Impact Service is available and operational. The customer can perform their functions but performance is degraded or severely limited. Response time: 2 hours (phone, email, whatsapp, ticket)
3 - Medium impact The service is available and operational. The customer's ability to perform their functions is not greatly affected, but non-critical functions are unusable or difficult to use.
Response time: 2 hours (phone, email, whatsapp, ticket)
4 - Impact under The service is available and operational. Trivial impact on customer or customer business operations requires information or assistance about service capabilities or configuration. Response time: 2 hours (phone, email, whatsapp, ticket)