System Status
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| Component | Status | Latency |
|---|---|---|
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Active Incidents
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SLA Targets (A-0171)
| Tier | Uptime target | API p95 latency | Compensation |
|---|---|---|---|
| Free sandbox | Best effort | Best effort | None |
| Starter / Growth | 99.5% monthly | p95 < 300ms | Best effort credits |
| Scale | 99.9% monthly | p95 < 300ms | Credit compensation proportional to downtime — guaranteed in writing |
Downtime is calculated as consecutive minutes where >50% of API health checks fail. Scheduled maintenance windows are excluded.
Customer Success Commitments
≥ 50
NPS target · paying users
We track Net Promoter Score monthly for all paying customers. Our goal is to sustain an NPS of 50 or higher — a strong indicator that our users would actively recommend Priostack to a colleague.
| Commitment | Target |
|---|---|
| First-response time (support ticket) | < 1 business day |
| Incident acknowledgment | < 30 minutes |
| Monthly NPS survey (paying users) | Sent on 1st of each month |
| Post-incident review (P1) | Published within 48 hours |