Service Level Agreement
Our commitment to reliability, performance, and support for Enterprise customers.
Last updated: December 2, 2025
99.9% Uptime
Guaranteed service availability excluding scheduled maintenance
< 4 Hour Response
Critical issue response time during business hours
Dedicated Support
Named support contact with direct escalation path
Uptime Commitment
True Record commits to maintaining 99.9% uptime for all Enterprise plan customers, measured on a monthly basis.
What counts as downtime?
- API endpoints returning 5xx errors for more than 5 consecutive minutes
- Dashboard inaccessible for more than 5 consecutive minutes
- Duplicate scanning or merging functionality unavailable
What doesn't count as downtime?
- Scheduled maintenance (announced 48+ hours in advance)
- Salesforce API outages or rate limiting
- Issues caused by customer actions or third-party services
Response Time Guarantees
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable, data at risk | < 1 hour | 4 hours |
| High | Major feature unavailable, workaround exists | < 4 hours | 24 hours |
| Medium | Minor feature issue, low business impact | < 8 hours | 72 hours |
| Low | Questions, feature requests, general inquiries | < 24 hours | Best effort |
* Response times apply during business hours: Monday–Friday, 9 AM–6 PM EST, excluding US holidays.
Service Credits
If we fail to meet our uptime commitment, Enterprise customers are eligible for service credits applied to their next billing cycle.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to claim service credits
Submit a support ticket within 30 days of the incident with the date, time, and description of the outage. Credits are applied to your next invoice and cannot be exchanged for cash.
Support Channels by Plan
| Channel | Free | Pro | Business | Enterprise |
|---|---|---|---|---|
| Documentation | ||||
| Email Support | — | |||
| Priority Queue | — | — | ||
| Dedicated Contact | — | — | — | |
| SLA Guarantee | — | — | — |
Questions about our SLA?
Contact our team for more details or to discuss Enterprise plans.
Contact Support