legal: replace the SLA's 24-hour credit trigger with availability bands - #382
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xgp
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Sep 7, 2026
The uptime section paid a service credit only "in case of an outage larger than that occurring during more than one day (24 hours)". The sentence has no antecedent for "that", and it keys the credit to outage duration while the claim section keys it to the availability commitment — two different rules in one document. Credits are now keyed to measured monthly availability, on three bands: 10% below the applicable commitment, 25% below 99.0%, 50% below 95.0%. The thresholds follow the common cloud/SaaS convention, where AWS, Google Cloud and Azure all break at 99.0% and 95.0% with a 10% first tier. The 50% monthly cap is retained. Also states the availability formula explicitly, defines an annually billed cluster's monthly fee as the annual fee over twelve, and conforms the claim section to point at the table rather than state a second rule. Starter is unchanged: best-effort, no commitment, no credit eligibility. Substantive change, so the "Last updated" date moves to September 2026.
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Substantive change to a live customer-facing document. Follows the typo fixes in #354.
The problem
The uptime section paid a service credit only "in case of an outage larger than that occurring during more than one day (24 hours)".
The sentence has no antecedent for "that" — nothing earlier in the paragraph is a quantity an outage can be larger than. It also keys the credit to outage duration, while the "How to Claim" section keys it to the availability commitment. Two different rules, one document.
The change
Credits are now keyed to measured monthly availability:
Thresholds follow the common cloud/SaaS convention — AWS, Google Cloud and Azure all break at 99.0% and 95.0%, with a 10% first tier. The 50% ceiling is retained rather than following the hyperscalers to 100%.
Also in this change:
The "Last updated" date moves to September 2026, since this changes terms rather than correcting contact details.
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