Service Level Agreement
Last updated: 6 October 2026
This Service Level Agreement (“SLA”) is part of the Terms of Service. It sets out the availability Faable Cloud SLU (“Faable”, “we”) commits to on the Pro plan, and the service credits you receive when we do not meet it. Terms not defined here have the meaning given in the Terms of Service.
1. Who it applies to
The SLA applies to every project on the Pro plan whose subscription is active and paid up to date. Plans apply per project, so the SLA covers the Pro projects of an account and not its other projects.
Free and Hobby projects carry no SLA and no service credits — see section 8 of the Terms of Service.
2. The commitment
Faable commits to a Monthly Uptime Percentage of at least 99.9 % for each covered service of a Pro project, in every calendar month.
99.9 % allows for roughly 43 minutes of downtime in a 30-day month.
3. Covered services
| Service | Available means |
|---|---|
| Faable Deploy — serving | Requests to your apps’ *.faable.link and custom domains reach a running deployment of your app. |
| Faable Auth — sign-in | Your tenant’s hosted login pages and its OAuth 2.0 / OpenID Connect endpoints (authorize, token, userinfo, JWKS) respond. |
Everything else is not covered by the SLA, although we work to keep it just as available: building and deploying new versions, the dashboard, the CLI and the MCP server, the platform management API, metrics, logs, email and SMS delivery, and any feature marked beta, preview or experimental.
4. How uptime is measured
- Downtime is any period of at least one full minute during which a covered service is unavailable because of a fault in the Faable platform: requests fail to connect, time out at the edge, or receive a 5xx error generated by the platform rather than by your application.
- Monthly Uptime Percentage = (total minutes in the month − minutes of Downtime) ÷ total minutes in the month × 100.
- Downtime is established from Faable’s monitoring and incident records, together with the evidence you provide in your claim.
A 5xx response returned by your own code, or an app that is not running because it crashed, failed its health check, or was stopped, is not Downtime.
5. Service credits
If a covered service of a Pro project falls below the commitment in a calendar month, you are entitled to a credit on the monthly Pro fee of that project for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Less than 99.9 % but at least 99.0 % | 10 % |
| Less than 99.0 % but at least 95.0 % | 25 % |
| Less than 95.0 % | 50 % |
- Credits are calculated on the fixed monthly fee only, not on metered usage (egress, SMS, machine-to-machine tokens) or taxes.
- When both covered services miss the commitment in the same month, the higher credit applies; credits do not add up.
- The total credit for a project in a month never exceeds 50 % of its monthly Pro fee.
- Credits are applied to a future invoice of the same account. They have no cash value, cannot be transferred, and are not refunded if you cancel.
6. How to claim a credit
Write to support@faable.com within 30 days after the end of the month in which the Downtime happened, including:
- the project ID affected;
- the covered service, and the dates and times (with timezone) of each period of Downtime;
- the URLs or endpoints affected and any evidence you have — request IDs, error responses, logs from your own monitoring.
We review every claim and answer within 30 days. If the claim is confirmed, the credit appears on your next invoice. Claims received after the deadline, or without enough detail to identify the Downtime, are not eligible.
7. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance announced at least 48 hours in advance, up to 4 hours per month;
- your application, its code, dependencies, configuration, resource limits, or the external services it relies on (databases, third-party APIs);
- your DNS, domain registrar, or a custom domain that does not point to Faable as documented;
- actions or inactions of you, your users, or anyone using your credentials — including deleting, stopping, or redeploying an app;
- suspension or restriction of a project under the Terms of Service, including for abuse, non-payment, or exceeding plan limits;
- attacks or traffic directed at your application that exceed what the platform can reasonably absorb;
- third-party services outside our control, including source control providers and public internet routing between your users and our datacenter;
- force majeure events, as described in the Terms of Service;
- features marked beta, preview, or experimental.
8. Sole remedy
Service credits are your sole and exclusive remedy for any unavailability or failure of the covered services to meet this SLA. The SLA is a commitment on availability; it does not by itself extend Faable’s liability beyond what the Terms of Service provide.
9. Changes
We may update this SLA. Changes that reduce the commitment or the credits take effect at the start of your next billing month after we notify you; the date at the top of this page shows the current version.
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