SLA & Uptime Policy
Exovon is engineered for enterprise-grade reliability. We target an operational 99.95%+ monthly uptime goal for all live deployed user applications across Free and Pro tiers, with contractual custom SLAs provided for heavy users and enterprise workloads under Custom plans.
Exovon's serverless compute containers, build pipelines, and static asset storage execute directly within Google Cloud Platform Mumbai (asia-south1), while managed relational database infrastructure is powered by Neon in Singapore (aws-ap-southeast-1). Under the Cloud Shared Responsibility Model, compute workloads inherit Google Cloud's certified SOC 1, SOC 2 Type II, ISO/IEC 27001, and PCI-DSS Level 1 infrastructure security boundaries, while the managed database tier is backed by Neon's independently audited SOC 2 Type II compliance on AWS. Exovon's architecture is designed in alignment with India's DPDP Act 2023 (including Section 12 data erasure mechanisms) and CERT-In cybersecurity guidelines. Independent third-party platform attestations are targeted on our enterprise compliance roadmap.
Tier Breakdown: Uptime Target vs. Custom SLA
Designed as a platform operational objective. We maintain continuous automated health probes and transparent real-time telemetry on our status page. No financial credit liability applies to standard self-serve tiers.
Tailored for high-volume enterprise production workloads. Includes legally binding uptime guarantees, priority P0 incident response times (< 1 hour), dedicated edge routing, and contractual service credits.
What Counts as Downtime
Downtime only applies when:
- A live deployed user application is completely unreachable via the edge router.
- The root cause is an internal Exovon infrastructure failure.
What Does NOT Count
| Exclusion | Example |
|---|---|
| Dashboard UI downtime | The Exovon dashboard web interface is temporarily unavailable |
| CLI / Deploy API maintenance | npx exovon deploy returns a maintenance window notification |
| User application code crashes | Your application code throws an uncaught exception and exits |
| Third-party provider outages | Neon, Cloudflare, or GCP regional issues outside our direct control |
| DNS propagation delays | Custom domain DNS records are still propagating after initial configuration |
| Scheduled maintenance | Announced platform maintenance windows |
| Free tier containers | Cold starts and scale-to-zero are expected behaviors, not downtime |
| Force majeure | Natural disasters, global fiber cuts, backbone failures, government restrictions |
Custom Plan Service Credits
For enterprise and heavy users with an active Custom Plan SLA addendum, if we fail to meet the agreed monthly uptime target, affected accounts receive future bill credits — never cash refunds.
| Monthly Uptime | Service Credit (Custom Plan) | Application |
|---|---|---|
| 95.0% – 99.9% | 10% of monthly bill | Next month's invoice |
| 90.0% – 95.0% | 25% of monthly bill | Next month's invoice |
| Below 90.0% | 50% of monthly bill (cap) | Next month's invoice |
- Credits are capped at a maximum of 50% of one month's bill. We never credit 100%.
- Credits are future bill credits only — not cash refunds or bank transfers.
- Self-serve Free and standard Pro tier accounts are excluded from contractual SLA credit liability.
- SLA credits are the sole and exclusive remedy for platform uptime failures under Custom plan agreements.
Scheduled Maintenance
| Policy | Detail |
|---|---|
| Advance notice | Minimum 48 hours via status page and email notifications |
| Typical window | 02:00 – 04:00 IST on Sundays |
| SLA impact | Scheduled maintenance windows do not count toward SLA downtime calculations |
| Emergency maintenance | Rare. We notify users ASAP via status updates and email if emergency patching is required |
How Uptime Is Measured
| Measurement | Method |
|---|---|
| Probe frequency | Every 60 seconds |
| Probe target | Health-check endpoints of live deployed applications |
| Failure threshold | 3 consecutive failed probes from 2+ geographic locations |
| Regions monitored | Mumbai (asia-south1) and Delhi (asia-south2, when live) |
| Data source | Internal monitoring telemetry + external validation probes |
How to Claim Custom SLA Credits
- Check our status page first at
exovon.in/status - Open a support ticket within 30 days of the suspected outage from your Custom plan account
- Include your project ID, exact time range, and any error logs
- Our engineering team validates claims against our internal telemetry logs
- If validated, credits are automatically applied to your next invoice within one billing cycle
We aim to resolve all Custom SLA credit claims within 5 business days.
Our Stack's Underlying SLAs
| Provider | Service | Their SLA |
|---|---|---|
| Google Cloud Platform | Cloud Run | 99.95% |
| Cloudflare | CDN + SSL (for SaaS) | 99.99% |
| Neon | Serverless Postgres | 99.99% |
Exovon's 99.95%+ platform target is aligned responsibly with these resilient underlying cloud components.
Summary
| Operational Target | 99.95%+ per month (100% achieved in August 2026) |
| Free & Pro Tiers | 99.95%+ target with transparent status reporting |
| Custom / Enterprise Plans | Contractual custom SLA with dedicated credit schedule |
| Max credit cap (Custom) | 50% of one month's bill |
| Credit type | Future bill credit only |
| Maintenance notice | 48 hours |
| Claim window | 30 days |
| Claim method | Support ticket |