Enterprise / Commitments
Service-level &
master-service agreement
The commitments below back every Enterprise contract. They live here in a single source of truth — your procurement team can link directly to this page.
Uptime & response
Service-level commitments
Uptime target
99.9%
Actual (30-day)
99.97%
Sev 1 response
15 minutes
Sev 2 response
1 hour
Sev 3 response
4 hours
Sev 4 response
next business day
If we miss
Service credits
Below 99.9%
10% of monthly fee
Below 99.5%
25% of monthly fee
Below 99.0%
50% of monthly fee
Contract
Master service agreement
Template
Redline window
14 business days
Governing law
Province of British Columbia, Canada
DPA
Subprocessors
Cyber insurance
USD 2,000,000
General liability
USD 2,000,000
E&O
USD 1,000,000
Certifications
Audit posture
SOC 2 Type II
in-progress — TBD (engaged Q1 2026)
PIPEDA-aligned
self-attested
Québec Law 25
self-attested
HIPAA
BAA-on-request
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