Last updated: 2026-09-05
This Service Level Agreement (SLA) describes uptime targets and support response times for the WAVE platform. The SLA is part of, and incorporates, the underlying Master Subscription Agreement, Order Form, or click-through Terms of Service between Customer and WAVE Online, LLC.
Uptime commitments
Uptime is measured on a calendar month basis as the percentage of total minutes in the month during which the WAVE Production Services were available, excluding Excluded Downtime (defined below).
| Service tier | Monthly uptime target | Service credits |
|---|---|---|
| Free / trial usage | 99.5% | No service credits |
| Build / Ship | 99.9% | 10–25% prorated for monthly availability < 99.9% |
| Scale | 99.95% | 10–50% prorated for monthly availability < 99.95% |
Excluded Downtime
The following do not count against uptime measurements:
- Scheduled maintenance announced at least 72 hours in advance via wave.online/status
- Emergency security maintenance with reasonable advance notice where possible
- Force majeure (acts of God, natural disasters, war, civil unrest, government action)
- Downtime caused by Customer's own systems, networks, or actions
- Downtime caused by third-party services not under WAVE's direct control
- Beta or preview features (clearly labeled as such)
Service credit process
- Customer must request a service credit within 30 days of the end of the affected month by emailing billing@wave.online.
- WAVE verifies the claim against status page incidents and internal records.
- Approved credits are applied to the next monthly invoice. Service credits are the sole and exclusive remedy for missed uptime targets.
- Total service credits in any month do not exceed 50% of the monthly fees for the affected service.
Support response targets
Support response time is measured from receipt of a Customer ticket at support@wave.online to first acknowledgement by WAVE. Targets apply to every tier.
| Severity | Description | Acknowledgement |
|---|---|---|
| P0 | Production down for all customers, or confirmed exposure of Customer data | 4 hours (24x7) |
| P1 | One product or key feature unavailable | 1 business day |
| P2 | Partial degradation, workaround available | 1 business day |
| P3 | Question, single workflow affected, feature request, documentation | 2 business days |
Business hours: Monday–Friday 09:00–18:00 ET (America/New_York), excluding public holidays at WAVE's location. No resolution time is committed.
Status and incident communication
Real-time status: wave.online/status. P0 incidents are posted to the status page as they are confirmed and updated at least every 4 hours until resolved. P1 incidents are posted within 1 business day. A post-incident review is published within 7 days of any P0 incident. Service-credit claims are verified against the incident record at wave.online/status.json and WAVE's internal records.
Updates
WAVE may update this SLA from time to time. Material reductions in commitments will not apply to existing Order Forms during their then-current term. See also the Terms of Service.