Service Level Agreement
Our commitment to reliability and support for every plan tier.
Last updated: 12 February 2026
Scope
This SLA applies to the ORBTR control plane services — the devices.orbtr.io API, app.orbtr.io dashboard, and mesh node infrastructure.
It does not cover the ORBTR agent software running on your devices, which is designed to operate independently during control plane outages.
Uptime commitment
| Plan | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Starter | 99.5 % | ~3.6 hours |
| Pro | 99.9 % | ~43 minutes |
| Enterprise | 99.97 % | ~13 minutes |
Uptime is measured as the percentage of minutes in a calendar month during which the control plane API passes health checks. Scheduled maintenance (announced 48 h in advance) is excluded.
Service credits
If we miss the uptime target for your plan, credits are applied to your next invoice:
Request within 30 days of the incident. Maximum credit: 50 % of that month's fee.
Response times
| Severity | Starter | Pro | Enterprise |
|---|---|---|---|
| Critical service down | Community | 4 hours | 1 hour |
| High degraded | Community | 8 hours | 2 hours |
| Normal | Community | 24 hours | 4 hours |
| Low question | Community | 48 hours | 8 hours |
Exclusions
- Issues caused by your network, devices, or configuration
- Force majeure events
- Scheduled maintenance windows
- Features marked beta or preview
- Starter tier free devices (community support only)
Mesh resilience
The ORBTR agent is architecturally independent of the control plane. During outages, enrolled devices continue operating with last-known policies, maintain mesh connectivity, and propagate state via peer-to-peer gossip.
This resilience is by design and is not subject to SLA credits.