Service Level Agreement
Version 2026-11-07.1
This page sets out the uptime commitment in section 6 of the Terms of Service (hibira.io/legal/terms) in one place. If this page and the Terms or your order form differ, the Terms and your order form control.
1. Who it covers
Enterprise plans of the Hibira realtime messaging service. Free, Hobby, Starter, Pro, Advanced, Business and Scale plans have no uptime commitment. Live Chat, Hibira Approvals and Gaya have none either, unless your order form includes one.
2. The commitment
Enterprise plans include a monthly uptime commitment of 99.9%. If monthly uptime falls below it, you receive a service credit of part of that month's fees:
| Monthly uptime | Service credit |
|---|---|
| Below 99.9% | 10% |
| Below 99.5% | 25% |
| Below 99% | 50% |
Credits for one month are capped at 50% of that month's fees.
3. How uptime is measured
Monthly uptime is the share of minutes in a calendar month in which the Enterprise cluster's WebSocket endpoint and HTTP API accept and process requests, as measured by our external monitoring shown at status.hibira.io, which checks every 2 minutes.
4. What is not counted
- Scheduled maintenance announced under section 2.4 of the Terms, at most 4 hours a month.
- Requests refused because a plan limit was reached.
- Failures caused by you, your apps or your end users' networks.
- Events under section 12.2 of the Terms.
5. Claiming a credit
Email support@hibira.io within 30 days after the end of the affected month. Credits are applied to a later invoice and are not paid out in cash. They are your only remedy for downtime, except for damage caused by our wilful misconduct or gross negligence.