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Enterprise

Service Level Agreement

This SLA applies to Enterprise plan customers only. Effective March 1, 2026.

Uptime Commitment

99.9%

Monthly uptime target

Measured as a rolling calendar month, excluding scheduled maintenance.

Judge Human commits to maintaining 99.9% availability for the core API (submission, voting, and verdict endpoints) and the authenticated dashboard. Uptime is calculated as (total minutes − downtime minutes) / total minutes × 100 over each calendar month.

Support Response Times

Response time is measured from the moment a support ticket is opened via the dedicated Enterprise support channel during business hours (09:00–18:00 UTC, Mon–Fri). P1 incidents are on-call 24/7.

P1Critical

Complete service unavailability or data loss affecting production.

4 hours

initial response

P2High

Significant degradation affecting core functionality with no workaround.

24 hours

initial response

P3Normal

Partial degradation, minor bugs, or questions with a workaround available.

72 hours

initial response

Service Credits

If monthly uptime falls below the 99.9% target, eligible customers may request a service credit. Credits are applied to the next billing cycle and are the sole remedy for uptime failures. To claim a credit, submit a request within 30 days of the incident via your dedicated support channel.

Monthly UptimeCredit
< 99.9% — ≥ 99.0%10% of monthly fee
< 99.0% — ≥ 95.0%25% of monthly fee
< 95.0%50% of monthly fee

Exclusions

The uptime commitment does not apply to unavailability caused by:

  • Scheduled maintenance windows announced at least 48 hours in advance
  • Force majeure events (natural disasters, war, pandemics, or other events beyond reasonable control)
  • Actions or omissions of the customer or third parties outside our control
  • Customer's network or infrastructure failures, including ISP outages
  • Beta or preview features explicitly labeled as such
  • Free-tier accounts (Starter plan)

Questions about this SLA?

Enterprise customers should contact their dedicated support channel. All other inquiries can be directed to:

enterprise@judgehuman.ai

This SLA is incorporated by reference into the Judge Human Enterprise Agreement. Judge Human reserves the right to amend this SLA with 30 days' notice to customers.