CodeDigService Level Agreement
Last updated: 2026-05-16
1. Scope
This SLA covers the availability of the CodeDig API and web application as accessed from app.codedig.ai and codedig.ai. It does not cover the GitHub App webhook delivery pipeline (GitHub's infrastructure), third-party integrations (GitLab, Slack, Jira) where outages are caused by those providers, or CLI tooling running on customer machines.
2. Uptime Targets
Monthly uptime is calculated as the total minutes in the month minus downtime minutes, divided by total minutes in the month. Downtime is defined as periods where the API returns HTTP 5xx responses for ≥ 50% of requests in any 5-minute window, or where the service is unreachable.
| Plan | Monthly Uptime Target | Notes |
|---|---|---|
| Free | None | Best-effort |
| Team ($49/mo) | None | Best-effort |
| Business ($199/mo) | 99.5% monthly | ≈ 3.65 hours allowed downtime/month |
| Enterprise (custom) | 99.9% monthly | ≈ 43.8 minutes allowed downtime/month |
These targets reflect current operational capacity (single-region Fly + Neon) and may tighten as we add multi-region failover and APM observability.
3. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance — announced ≥ 48 hours in advance via the status page and email to account administrators. Maintenance windows are capped at 4 hours per calendar month; any time beyond that cap counts as downtime.
- Force majeure — natural disasters, civil unrest, acts of government, or widespread internet infrastructure failures outside our reasonable control.
- Customer-controlled issues — customer-side DNS misconfiguration, VPN, firewall rules, or network outages that prevent the customer from reaching our endpoints while our service is otherwise available.
- Third-party outages — periods where GitHub (or another required third party) is down and analyses cannot complete. We credit time we control; we do not credit time that GitHub controls. If our API is reachable and returning correct errors reflecting GitHub's unavailability, that time does not count as CodeDig downtime.
- Beta / preview features — features explicitly labelled “beta” or “preview” in the UI or documentation are not covered by this SLA.
4. Support Response SLAs
Response time begins when a ticket is received via the contact form or support@codedig.ai and confirmed with an auto-reply. “Business hours” means 09:00–18:00 ET, Monday–Friday, excluding US public holidays.
Severity definitions
| Severity | Definition |
|---|---|
| P1 — Critical | Production service fully unavailable or data loss occurring |
| P2 — High | Core feature degraded, significant business impact, no workaround |
| P3 — Normal | Non-critical feature impaired or question requiring investigation |
Response targets by plan
| Tier | P1 First Response | P2 First Response | P3 First Response | Channel |
|---|---|---|---|---|
| Free | Community | Community | Community | Discord / GitHub Issues |
| Team ($49/mo) | 1 business day | 3 business days | 5 business days | |
| Business ($199/mo) | 4 business hours | 1 business day | 3 business days | Email (priority queue) |
| Enterprise (custom) | 1 hour, 24×7 | 4 hours, business days | 1 business day | Dedicated Slack + Email |
“Response” means a human reply confirming receipt and active investigation — not a resolution guarantee.
5. Service Credits
Service credits are available to Business and Enterprise customers only. Credits are applied as a credit to the next invoice and are not refundable as cash.
Credit schedule
| Monthly Uptime Achieved | Credit (% of that month's fee) |
|---|---|
| ≥ 99.5% (Business) / ≥ 99.9% (Enterprise) | No credit (within SLA) |
| ≥ 99.0% but < 99.5% (Business) | 10% |
| ≥ 99.0% but < 99.9% (Enterprise) | 10% |
| ≥ 95.0% but < 99.0% (either) | 25% |
| < 95.0% (either) | 50% |
Credits are capped at 100% of one month's subscription fee per month and do not carry forward.
How to request a credit
- Email support@codedig.ai with subject line SLA Credit Request — [Month Year].
- Include the affected dates, a description of the impact, and your account email.
- Requests must be submitted within 30 days of the end of the affected calendar month.
- We will review and respond within 10 business days; approved credits appear on the next invoice.
Requests may also be submitted via the in-app contact form.
6. Changes to This SLA
We may update this SLA from time to time. If we reduce any commitment, we will notify account administrators by email at least 30 days before the change takes effect. Continued use of the service after the effective date constitutes acceptance of the updated terms.
Last reviewed 2026-05-16 — questions: support@codedig.ai