Last updated: May 16, 2026
This Service Level Agreement (SLA) describes Tarello's availability commitments and applicable credits in case of breach.
1. Target availability
| Plan | Monthly SLA | Max unavailable time/month |
|---|---|---|
| Starter | 99.5% | ≈ 3h 39min |
| Pro | 99.9% | ≈ 43min |
| Business | 99.95% | ≈ 21min |
| Enterprise | 99.99% | ≈ 4min |
2. Definition of unavailability
A microservice is considered unavailable when its 5xx error rate exceeds 50% within a 5-minute window, as measured by Tarello's internal monitoring. Isolated high latency does not characterize unavailability.
3. Credits
In case of SLA breach in a given month, the Customer is entitled to credits on the affected microservice's monthly fee:
- Between contracted SLA and 99.0%: 10% credit;
- Between 99.0% and 95.0%: 25% credit;
- Below 95.0%: 50% credit.
Credits are automatically applied to the following invoice, or upon request within 30 days of the incident.
4. Exclusions
The SLA does not cover unavailability caused by:
- Scheduled maintenance, announced at least 48h in advance;
- Force majeure events (natural disasters, large-scale DDoS attacks, ISP failures);
- Use outside contracted limits (request overage, abusive consumption);
- Failures caused by the Customer (incorrect configuration, vulnerable code).
5. Public status
Real-time status of each microservice is published at tarello.io/status. Incidents and post-event reports are available on the same page.
6. Credit requests
To request credits, open a ticket from the Console or write to hello@tarello.io indicating: affected project ID, microservice, incident window and observed impact.