01 Scope
This Service Level Agreement ("SLA") applies to the Code Indexer license server and codeindexer.dev account dashboard. Because Code Indexer software itself runs on your infrastructure, this SLA covers the services we operate on your behalf: license activation, license heartbeat, the account/billing dashboard, and customer support.
02 Uptime commitment
We target 99.5% monthly uptime for the license server and account dashboard, in line with the SLAs of the upstream hosting infrastructure we rely on. "Uptime" is measured as the percentage of minutes per calendar month during which the service responded successfully to a representative health check, excluding scheduled maintenance and force majeure.
03 Remedies
This is a public commitment without automatic service credits. If actual monthly uptime falls below the target for an extended period, contact [email protected] and we will investigate. Enterprise customers may negotiate credit-based remedies in their order form.
04 License-server resilience
Pro and Enterprise licenses include a 14-day offline grace period. If the license server is unreachable, the software continues to operate normally for 14 days from the last successful heartbeat.
05 Scheduled maintenance
Maintenance windows are announced at least 72 hours in advance and scheduled during low-traffic periods (typically Sundays 02:00–05:00 UTC). Scheduled maintenance does not count against uptime.
06 Support response times
Severity 1 (production-down): Free — best effort via community; Pro — 24h business hours; Enterprise — 4h, 24/7. Severity 2 (degraded): Free — best effort; Pro — 2 business days; Enterprise — 8h. Severity 3 (general inquiry): Pro — 5 business days; Enterprise — 2 business days. Hours are calculated in CET unless otherwise agreed in the enterprise contract.
07 Status page
Live status and historical incidents are published at status.codeindexer.dev. Subscribe for incident notifications.
08 Exclusions
This SLA does not cover: outages caused by your infrastructure, networks, or third-party services; outages caused by your misuse or violation of the AUP; force majeure events (natural disasters, government action, internet backbone failures); beta or preview features explicitly labeled as such.
09 Changes
Material changes to this SLA will be announced at least 30 days in advance by email to billing contacts.
10 Contact
SLA escalation: [email protected]. Enterprise emergencies follow the dedicated channel agreed in your contract.