Legal — effective 1 January 2025

Service Level Agreement

Uptime commitments, downtime credits, and support response times for all PARAMANT relay plans.

1. Uptime commitments 2. Downtime credits 3. Support tiers 4. Exclusions 5. Measurement methodology 6. SLA changes 7. Contact

1. Uptime commitments

Monthly uptime percentage is calculated as: (total minutes − downtime minutes) / total minutes × 100

Community

99.5%

~3.6 h/month max downtime

Enterprise

99.95%

~22 min/month max downtime

Uptime is measured per calendar month across the primary relay endpoint assigned to your plan. All five sector relays (health, legal, finance, IoT, relay) are covered.

2. Downtime credits

If PARAMANT fails to meet the monthly uptime commitment, you may request a service credit. Credits are applied to the next billing cycle and are the sole remedy for downtime.

Monthly uptime	Community credit	Enterprise credit
99.5% – 99.9%	—	5%
99.0% – 99.5%	—	15%
95.0% – 99.0%	—	30%
Below 95.0%	—	50%

How to claim: Email privacy@paramant.app with subject "SLA credit request" within 30 days of the end of the affected calendar month. Include your API key label and a description of the outage. Credits are not automatically issued.

3. Support tiers

Initial response times are best-effort targets during business hours (09:00–17:00 CET, Mon–Fri).

Tier	Channel	Initial response	Scope
Community	GitHub Issues	Best effort	Bug reports, documentation questions
Enterprise	Email + dedicated channel	4 business hours	Priority escalation, compliance docs, DPO contact, custom contracts

4. Exclusions

The following are not counted as downtime for SLA purposes:

Scheduled maintenance windows, announced at least 48 hours in advance via GitHub Releases
Downtime caused by client-side network failures, DNS misconfiguration, or TLS certificate errors on the client
Force majeure events (natural disasters, acts of war, upstream provider outages outside our control)
Downtime caused by your own configuration errors, abuse, or violation of the BUSL-1.1 license terms
Degraded performance that does not result in complete unavailability of the relay API endpoints
Community plan: no credit entitlement regardless of downtime duration

5. Measurement methodology

PARAMANT measures availability using automated HTTP health checks against GET /health on each relay sector endpoint, from multiple EU locations, every 60 seconds. An endpoint is considered unavailable when three consecutive checks fail with a non-2xx response or a TCP timeout.

Historical uptime data is published in the Certificate Transparency log and available at /ct-log. Self-hosted operators can verify relay health independently via the /v2/ct/log API endpoint.

6. SLA changes

PARAMANT may update this SLA with 30 days' written notice. Continued use of the service after the effective date constitutes acceptance of the revised SLA. Material reductions to uptime commitments entitle existing paying customers to terminate their subscription and receive a pro-rated refund for the remaining term.

7. Contact

For SLA credits, support escalations, or enterprise contract inquiries:

privacy@paramant.app
PARAMANT — Hetzner DE (FSN1)
EU/DE jurisdiction · GDPR Art. 28 compliant · No US CLOUD Act exposure

Self-hosting: This SLA applies exclusively to the managed PARAMANT relay service at *.paramant.app. Self-hosted deployments are governed by the BUSL-1.1 license and carry no uptime warranty. See self-hosting documentation for HA configuration guidance.