Service Level Agreement
RevAddress commits to high availability for production shipping infrastructure. This SLA defines uptime targets, response times, and service credits for each tier.
Infrastructure
Measured monthly. Excludes scheduled maintenance (announced 72hr in advance) and USPS upstream outages.
Powered by Cloudflare Workers. Requests served from the nearest edge node globally.
Time from request receipt to response dispatch at the edge. USPS upstream calls add 100-500ms.
Commitments by Tier
| Tier | Uptime | Response Time | Support | Credits |
|---|---|---|---|---|
| Free | 99.0% | Community | None | None |
| Starter ($29/mo) | 99.5% | Email — 24hr | 10% monthly | |
| Growth ($79/mo) | 99.9% | Email — 12hr | 25% monthly | |
| Pro ($199/mo) | 99.9% | Email — 4hr | Priority email | 50% monthly |
| Enterprise ($499/mo) | 99.95% | Slack — 1hr | Dedicated Slack + phone | 100% monthly |
Service Credits
If RevAddress fails to meet the uptime commitment for your tier in a calendar month, you're eligible for service credits applied to next month's invoice.
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| 90.0% - 95.0% | 50% |
| Below 90.0% | 100% |
Credits must be requested within 30 days. Maximum credit per month equals the monthly fee. Credits are applied as account balance, not cash refunds.
Incident Response
Automated health checks every 60 seconds across all endpoints
On-call engineer alerted via PagerDuty for any availability drop
Cloudflare Workers auto-recover on deploy; most issues resolved in minutes
Root cause analysis published for any downtime exceeding 15 minutes
Security & Compliance
- TLS 1.3 for all API traffic
- AES-256-GCM for stored credentials (BYOK)
- API keys hashed with SHA-256 at rest
- Cloudflare Enterprise network
- DDoS protection included
- No customer PII stored (addresses are transient)
Exclusions
The uptime SLA does not cover:
- USPS API upstream outages or rate limiting (we proxy to USPS; their availability is not under our control)
- Scheduled maintenance windows (announced 72 hours in advance via status page and email)
- Force majeure events
- Abuse or misuse of the API exceeding published rate limits
- Free tier (best-effort availability, no SLA)
Questions?
Check real-time system health or contact us about Enterprise SLA terms.