Service Level Agreement

Detailed service levels sit inside Enterprise agreements — this page summarizes the commitments behind them. For a tailored SLA, talk to our Enterprise team.

Availability

Ambriel targets 99.9% availability per calendar month, excluding scheduled maintenance and force majeure events.

Support

Support covers ticketing, email, and live channels during business hours, with critical incident response outside business hours.

Service credits

If availability commitments are missed, affected customers are eligible for service credits as specified in their agreement.

Exclusions

Service levels do not cover unavailability caused by customer systems, unauthorized third-party integrations, or failures of the internet outside Ambriel's reasonable control.

Enterprise SLA

Custom availability targets, support tiers, and credit schedules are agreed per contract. Contact our Enterprise team to scope yours.