Legal
Service Level Agreement
Last updated: 2026-02-05
Our commitment on uptime and support responsiveness. Applicable to paid plans.
Placeholder document. This page is a stub while we finalise the formal legal review. The final version will land before public launch. In the meantime, if you have specific compliance questions email hello@cloudgenie.co and we'll respond within one working day.
Uptime targets
- Studio Free: Best-effort. No SLA.
- FinOps Pro / Bundle Pro: 99.5 % monthly uptime.
- Enterprise: 99.9 % monthly uptime, negotiable.
Support response
- FinOps Pro / Bundle Pro: First response within 24 business hours.
- Enterprise: First response within 4 hours (24/7 for P1 incidents).
Credit terms
Missed monthly uptime target = pro-rata service credit applied to next invoice, on request within 30 days.