WhiteBooks SLA

Tier-by-tier uptime commitments with contractual credits on Enterprise. P0 / P1 / P2 / P3 incident classification and response targets are public. Live status at /status; semver-versioned changelog at /changelog with a 90-day deprecation policy.

SLA by tier

Incident classification

• P0 — Critical: production API down or returning >5% errors. All hands on bridge call. Hourly customer updates until resolution.
• P1 — High: degraded performance (p95 latency >2× baseline) or specific endpoints failing. Incident commander assigned. 4-hour update cadence.
• P2 — Medium: non-critical endpoint failure with workaround available. 24-hour resolution target.
• P3 — Low: cosmetic issue, documentation defect, request enhancement. Best-effort resolution.

SLA exclusions

• Upstream GSTN / IRP / NIC outages (we publish them transparently at /status; not counted against our uptime)
• Planned maintenance windows (announced at least 7 days in advance, executed off-peak; Enterprise customers can defer non-critical windows)
• Customer-caused failures (invalid auth, exceeded rate limit, malformed request)
• Force majeure (natural disaster, government action, ISP-level outage)

How credits work (Business + Enterprise)

If monthly uptime falls below the contractual SLA, the customer receives a service credit applied to the next month's invoice. Credits are not paid in cash. Credits accumulate up to 30% of the monthly fee. Customer must request the credit in writing within 30 days of the incident close.

Live status + changelog

/status shows 30/90-day uptime, component-level health, and a 12-month incident log. /changelog publishes every release with semver, with a contractual 90-day deprecation window for breaking changes (announced via Deprecation + Sunset response headers + email to account owners).

Related

Part of the WhiteBooks Enterprise cluster. Last updated 27 May 2026.