Service Level Agreement
WorkOS guarantees 99.99% uptime for enterprise customers.
During the Term of the Agreement under which WorkOS has agreed to provide Covered Services to Customer (as applicable, the "Agreement"), the Covered Services will provide a Monthly Uptime Percentage to Customer of at least 99.99% (the "Service Level Objective" or "SLO"). In the event WorkOS does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Service Credits as described below.
The following definitions apply to the Service Level Agreement:
- A Covered Service is any service or product WorkOS has agreed to provide as specified in the Enterprise Tier of the product.
- A Valid Request for Single Sign-on and Audit logs means any HTTP request matching WorkOS documentation that would normally result in a non-error response. For Directory Sync, a Valid Request means any valid HTTP request made from SCIM Identity Providers (IdPs) to WorkOS. Repeated idempotent requests as outlined in WorkOS documentation will only count as one Valid Request.
- Error Rate means the number of Valid Requests that result in a response with HTTP status 5xx, divided by the total number of Valid Requests in a given period. Repeated identical responses do not count toward Error Rate.
- Downtime means more than ten percent Error Rate for a Covered Service.
- Downtime Period means a period of one minute of Downtime for a Covered Service, where the total Valid Requests meets or exceeds the Service Request Threshold. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards as a Downtime Period.
- Monthly Uptime Percentage means the total minutes in a month, minus the number of minutes of Downtime from all Downtime Periods in a month, divided by the total number of minutes in a month.
- Service Credits means a percentage of the Customer’s monthly billing for Covered Services will be applied to future payments of Covered Services when the Monthly Uptime Percentage falls below the ranges set forth in the following table:
- Request Threshold means the minimum number of Valid Requests required to qualify a Downtime Period for a Service Credit. In the event a Covered Service is not specified in the following table, the Service Request Threshold will default to one hundred Valid Requests per Downtime Period.
Customers must request Service Credits
In order to receive the Service Credits outlined in the Agreement, Customer must notify WorkOS Support within the calendar month following the Downtime and supply the dates and times of the Downtime Periods.
In the unlikely event of a dispute over calculating the Monthly Uptime Percentage, WorkOS will make a determination in good faith based on its system logs, monitoring and other available information such as historic usage patterns. Further, WorkOS reserves the right to request log files from Customer to show Downtime Periods. If the Customer does not comply with these requirements, Customer will forfeit its right to receive a Service Credit for the Downtime Periods.
Restrictions & Limitations
The commitments outlined in this SLA will apply only to production use of the WorkOS platform and do not apply to any non-production environments, such as staging or sandbox environments. Further, WorkOS reserves the right not to apply the Agreement in the following cases:
- Usage of features or products designated as alpha, beta, preview, or otherwise not generally available without written prior approval from WorkOS.
- Customer usage that imposes an unreasonable or disproportionately large load on WorkOS infrastructure without written prior approval from WorkOS.
- Downtime that occurs due to WorkOS suspending or terminating the Customer’s right to use the service as allowed by TOS, Acceptable Use Policy, government or court orders, or other agreements.
- Errors resulting from beyond or outside of the WorkOS Service including but not limited to (i) Customer telecommunications, internet service providers, Third party IdPs and Customer managed service availability (ii) “Force Majeure” events such as compliance with government requests, natural disasters, acts of war, or Internet disturbances.
- Planned Maintenance where a minimum of 15 days advance notice is provided in writing to the Customer.
- Emergency maintenance that WorkOS deems in the best interest of the Customer or Covered Services including but not limited to security such as but not limited to patching or mitigation of common vulnerabilities or exposures (CVE).
Unless otherwise specified in the Agreement, the Customer’s sole and exclusive remedy for any Downtime experienced by the Customer as provided by WorkOS is the receipt of Service Credits as outlined in this Agreement.
If you have any questions about this SLA, please contact us at email@example.com.