Service Level Agreement
Last updated: January 10, 2026
Uptime Commitment
Cortex guarantees 99.9% monthly uptime for Pro plans and 99.99% for Enterprise plans. Uptime is measured as the percentage of time the Agent Runtime, Trace Ingestion, and Dashboard API services are available, excluding scheduled maintenance windows.
Scheduled Maintenance
Maintenance windows are announced at least 72 hours in advance via the status page and email notification. Maintenance is typically performed during low-traffic periods (Sundays 02:00-06:00 UTC). Scheduled maintenance is excluded from uptime calculations.
Incident Response
Pro plan: P1 incidents acknowledged within 1 hour, resolved within 4 hours. Enterprise plan: P1 incidents acknowledged within 15 minutes, resolved within 1 hour, with dedicated incident manager assigned.
Service Credits
If monthly uptime falls below the guaranteed threshold, affected customers receive service credits: 10% credit for 99.0-99.9% uptime, 25% credit for 95.0-99.0% uptime, 50% credit for below 95.0% uptime. Credits are applied to the next billing cycle.
Exclusions
The following are excluded from uptime calculations: scheduled maintenance, force majeure events, issues caused by customer infrastructure or third-party services, and beta/preview features explicitly marked as non-production.
Support Channels
Pro: email support (support@cortex.ai) with 4-hour response time. Enterprise: dedicated Slack channel, phone support, and named technical account manager with 30-minute response time during business hours.