Effective: January 2026
This Service Level Agreement ("SLA") describes the uptime commitment for the Comp AI platform and applies to customers with an active paid subscription.
Uptime Commitment
Comp AI commits to 99.5% monthly uptime for the platform during your subscription period.
"Available" means the platform is accessible and core functionality (login, dashboard, evidence collection, policy management) is operational. Degraded performance of non-essential features does not constitute unavailability.
Uptime is calculated as:
(Total minutes in month - Downtime minutes) / Total minutes in month × 100
Service Credits
If we fail to meet our uptime commitment, you're eligible for service credits applied to your next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 95.0% – 98.99% | 20% of monthly fee |
| Below 95.0% | 30% of monthly fee |
Maximum credit: 30% of your monthly fee per incident month.
How to Request Credits
- Email [email protected] within 60 days of the affected month
- Include your account name and the dates/times of the outage
- We'll verify and apply credits to your next invoice within 15 business days
What Doesn't Count as Downtime
The following are excluded from downtime calculations:
- Scheduled maintenance — announced at least 24 hours in advance via email or status.trycomp.ai
- Third-party services — outages from cloud providers (AWS, GCP), identity providers, or integrations outside our control
- Customer-caused issues — misconfiguration, exceeding usage limits, or actions that degrade your instance
- Force majeure — natural disasters, government actions, or other events beyond reasonable control
- Beta features — any feature explicitly labeled as beta or preview
Our Commitment
We monitor our systems 24/7 and post real-time status at status.trycomp.ai. When incidents occur, we communicate proactively and publish post-mortems for significant outages.
Exclusive Remedy
Service credits are your sole and exclusive remedy for any failure to meet this SLA. This SLA does not modify or replace any other terms in your subscription agreement.
Questions?
Contact us at [email protected] or reach out to your account manager.