Features1 min read
Support & SLA: Enterprise Reliability
Mission-critical infrastructure deserves mission-critical support. 99.99% uptime SLA with edge-first resilience.
Updated 2026-06-15Suggest edits
Docs Governance Support & SLA
Service Level Agreement#
Aforo commits to a 99.99% Monthly Uptime Percentage for the API and Gateway Ingestion endpoints.
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
Calculated monthly. Excludes scheduled maintenance windows (communicated 48hr in advance).
99.99%
Uptime SLA
Max 4.3 minutes downtime per month
<5ms
Edge Decision
Entitlement + margin checks from local cache
48hr
Maintenance Notice
Scheduled maintenance during low-traffic windows
Support Tiers & Response Times#
Priority Definitions
P1 (Urgent)Complete service outage or critical data loss. Revenue pipeline interrupted.
P2 (High)Major functionality impaired with no immediate workaround. Billing accuracy affected.
P3 (Normal)General questions, non-critical feature requests, or minor UI issues.
Edge-First Resilience#
0ms
Zero Customer Impact
If Aforo central is unreachable, gateway caches serve entitlements locally.
Aforo's globally distributed architecture ensures that even during a regional outage, your API gateway continues to function without interruption:
FAILOVER CHAIN
1. Normal → Entitlements served from Redis edge cache (TTL 30s)
2. Central unreachable → Stale cache continues serving (grace period: 5min)
3. Cache expired → Gateway falls back to
fallback_on_error: allow (fail-open)4. Recovery → Central reconnects → cache refreshed → usage events drained from buffer
INFO
During a failover, usage events are buffered locally at the gateway and drained to Aforo once connectivity is restored. No metering data is ever lost — even during extended outages.
Monitoring & Transparency#
Radical transparency. Every customer can see exactly what is happening with the platform at any time.
Public Status Page
Real-time system health at status.aforo.ai. Service-level granularity.
Proactive Alerts
Enterprise customers receive SMS + PagerDuty for incidents in their region.
Post-Mortem Reports
Detailed Root Cause Analysis within 72 hours for every P1 incident.
Service Credits#
SLA NOTE
In the event that Aforo fails to meet the 99.99% uptime commitment, customers are eligible for Service Credits according to the Master Subscription Agreement. Credits are automatically applied to the next billing cycle — no support ticket required.