Service level agreement
What we promise on uptime, what you get back if we miss it, and how fast a person answers you. We commit to 99.5 percent uptime a month, with service credits if we fall short.
This SLA forms part of your agreement with EditWise. It applies while your subscription is active and your account is not suspended for non-payment or breach of our Acceptable Use Policy at editwise.io/acceptable-use.
Uptime commitment
We commit to 99.5 percent monthly uptime for the EditWise platform.
Monthly Uptime Percentage = (Total Minutes in the Month − Downtime Minutes) ÷ Total Minutes in the Month × 100.
Downtime means a period in which the platform is unavailable for you to sign in, open a project, view a deliverable, or post a comment, measured by our external monitoring and confirmed by our own investigation. Partial degradation that leaves the platform usable is not Downtime, though we will tell you about it on the status page.
What is excluded
Downtime does not include unavailability caused by:
- Scheduled maintenance. Notified at least 48 hours in advance and performed outside 07:00 to 19:00 Central European Time on a working day. We aim for under 4 hours a month and we will tell you if we ever need more.
- Emergency maintenance required to address a security vulnerability or prevent imminent data loss. We notify as soon as we can, before or during.
- Force majeure: events beyond our reasonable control.
- Your side: your network, your equipment, your configuration, your third-party integrations, or an act or omission by you or someone using your workspace.
- Suspension under our Acceptable Use Policy at
editwise.io/acceptable-use, or for non-payment. - Beta or preview features we have labeled as such.
Failure of one of our infrastructure providers is not excluded and is not force majeure. We chose them, and their availability is our commitment to you.
Service credits
| Monthly Uptime | Credit, as a percentage of that month's fees |
|---|---|
| 99.5% or above | None |
| 99.0% to below 99.5% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
Credits are cumulative across a subscription year and capped at one month of fees in total.
How to claim. Email contact@editwise.io within 30 days of the end of the affected month, identifying the month. You do not need to provide evidence: we hold the monitoring data and we will apply the credit if the threshold was met.
How credits are applied. As a credit against your next invoice, or against your renewal where your term is prepaid. Credits are not refunds and are not payable in cash, except where your subscription ends before the credit can be applied, in which case we refund it.
This is your sole and exclusive remedy for failure to meet the uptime commitment. It does not limit any other right you have under the agreement, including for a personal data breach or a breach of confidentiality.
Support
Support hours: 09:00 to 17:00 Central European Time, Monday to Friday, excluding public holidays in the Republic of Serbia. The list for the current year is published on this page at the start of each year.
We do not offer 24/7 support and we do not pretend to. Outside these hours our automated monitoring pages our team for anything affecting availability, and we respond to genuine platform outages whenever they occur. Ordinary support requests are answered the next working day.
First response means a person who has read your message and understood it, not an automated acknowledgement. S1 issues are pursued continuously until resolved, including outside support hours.
Channels. Email contact@editwise.io. We do not operate a phone line, and we would rather say so than publish a number nobody answers.
Communication during an incident
Our public status page is updated before anything else. We email affected customers directly for any incident involving data loss, any incident affecting client review links, and any outage over two hours. A written post-mortem follows any S1 within five working days and is available to any customer who asks.
Disaster recovery
Recovery point and recovery time objectives are published separately in our Disaster Recovery Summary at editwise.io/disaster-recovery, together with the measured results of our most recent restore drills. Those objectives are commitments but they do not carry service credits; credits attach to monthly uptime only.
Changes
We may update this SLA. We will not reduce the uptime commitment or the credit levels during your current term. Material changes take effect at your next renewal and are notified with your pre-renewal reminder.