Last updated: 2026-04-27
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 / Starter | 99.5% | No service credits |
| Launch / Scale | 99.9% | 10–25% prorated for monthly availability < 99.9% |
| Volume / Enterprise | 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 via the designated support channel to first substantive response by a WAVE engineer. Response targets apply to Volume / Enterprise tiers; lower tiers receive best-effort response.
| Severity | Description | First response |
|---|---|---|
| P0 | Production down — total or majority service unavailable | 15 min (24x7) |
| P1 | Major degradation, key features unavailable | 1 hour (24x7) |
| P2 | Partial degradation, workaround available | 4 business hours |
| P3 | Minor issue, individual workflow affected | 1 business day |
| P4 | Question, feature request, documentation | 2 business days |
Status and incident communication
Real-time status: wave.online/status. P0 and P1 incidents are communicated via the status page within 15 minutes of detection, with updates every 30 minutes until resolution. A post-incident review is published within 7 days for any P0 incident.
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.