We commit to 99.9% uptime. If we drop below that, you get credits. API has a 99.5% guarantee. We track uptime publicly and credit automatically — you don't have to fight for it.
Skylina commits to a monthly uptime percentage of at least 99.9% for the core web application (skylina.polsia.app), calculated as:
(Total Minutes - Downtime Minutes) / Total Minutes × 100
Uptime is measured continuously and published publicly. Downtime caused by scheduled maintenance (with 48h advance notice) is excluded from calculations.
API availability (99.5%) applies to /api/generate, /api/create, and /api/auth endpoints during normal business hours.
If monthly uptime falls below the committed level, service credits are applied automatically within 5 business days of month end:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly subscription fee |
| 95.0% – 98.99% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Credits apply to your next billing cycle. Maximum monthly credit: 100% of your subscription fee for that month. Credits are not exchangeable for cash.
We perform weekly maintenance windows, typically Sunday 02:00–04:00 UTC. Notification is sent at least 48 hours in advance via email and the Skylina status page. Emergency maintenance required to address security vulnerabilities may occur without advance notice — we'll notify you as soon as possible.
We classify incidents by severity:
| Severity | Description | Response Target |
|---|---|---|
| P1 — Critical | Service completely down | Respond within 15 min, resolve within 4h |
| P2 — High | Core feature unavailable | Respond within 1h, resolve within 8h |
| P3 — Medium | Degraded performance | Respond within 4h, resolve within 24h |
| P4 — Low | Minor issue, workaround available | Respond within 1 business day |
All serious incidents (P1/P2) are logged in our public incident register and communicated via our status page within 30 minutes of detection.
This SLA does not apply when downtime is caused by: (a) force majeure events (natural disasters, internet backbone failures); (b) third-party AI provider outages (Anthropic, Sapiom); (c) user's own infrastructure or network; (d) DDoS or malicious attacks mitigated by our providers.
We may update this SLA with 30 days notice. The uptime history for the current and prior months is always available on our status page.
Contact: sla@skylina.polsia.app