Service Level Commitments
How CapsuLabs talks about availability: public tier and B2B partners
1. Public tier: best-effort availability
For accounts on the public tier, CapsuLabs operates the Services on a commercially reasonable best-effort basis. Per the Terms of Service §6.1, no specific uptime percentage, real-time accuracy, or data-permanence figure is guaranteed at this tier.
When scheduled maintenance is needed, we aim to announce it ≥ 72 hours in advance via email to the registered account address. If you experience an availability issue, contact support@capsulabs.co.il.
2. Partner tier: negotiated per Order Form
B2B partners that require a contractual SLA negotiate the following directly with CapsuLabs and capture them in the executed Order Form, governed by the Partnership Liability Addendum:
- The applicable monthly availability target;
- The probe / measurement methodology;
- The service-credit schedule and chronic-failure exit;
- The support response targets per severity tier;
- Excluded events (force majeure, customer-side issues, scheduled maintenance, etc.).
Specific tier values (e.g. percentage targets, credit percentages, P1 response times) are set per engagement and depend on the partner's use case, data-classification tier, and integration footprint. We have not yet published a uniform partner-tier SLA, and the current public Terms of Service take precedence over any commitment made informally.
3. Requesting an SLA
If your organisation requires a contractual SLA before engaging:
- Email partners@capsulabs.co.il with your availability requirements, target tier (production / non-critical), and any compliance constraints (regulatory uptime mandates, etc.);
- We respond within 5 business days with a draft SLA tailored to your use case;
- If terms are agreed, the SLA is incorporated into the Order Form by reference to the Partnership Liability Addendum;
- Service credits and reporting begin from the Order Form effective date.
A note on what's NOT on this page. Concrete uptime percentages, credit ladders, and per-severity response targets are not yet published as a uniform public commitment. We prefer to negotiate these per-engagement so each commitment reflects what we are actually staffed and instrumented to deliver for that customer's use case. If you have seen a public availability target referenced on third-party sites or older marketing material, the operative document is the executed Order Form for your account.
Last reviewed: [date pending]. Material changes follow the modification mechanic in ToS §16 for public-tier customers, and the Partnership Liability Addendum §5 for partners.
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