Reliability
Service Level Agreement (SLA)
Operational commitments for Cosmos platform availability and support.
Uptime target
Target availability: 99.5% monthly for the core application and APIs (excluding planned maintenance windows).
Support response
- P1 (platform down): first response within 1 business hour.
- P2 (major degradation): first response within 4 business hours.
- P3 (standard request): first response within 1 business day.
Maintenance
- Planned maintenance announced in advance via status page.
- Emergency maintenance kept to a minimum and communicated promptly.
Exclusions
Incidents caused by upstream providers, customer configuration, or third-party services are excluded from SLA calculations.
Reporting
Real-time status and historical uptime are published on the status page. Incident postmortems are provided for P1/P2 issues.