Service commitments

What you can expect from the Canary9 platform itself: our uptime target, how it applies to your plan, what counts as an outage, and what happens when we miss.

The five-nines commitment

Canary9 infrastructure operates at 99.999% uptime. That covers everything we run for you: the probe network, result ingestion, alert delivery, and the dashboard.

Enterprise plans carry this commitment as a contractual SLA (service level agreement), with reimbursement when we miss it.
All other plans run against the same five-nines target as an SLO (service level objective). It is the standard we operate and publish to, without the contractual guarantee or reimbursement that Enterprise carries.

Outages vs degradations

Not every incident is downtime. We distinguish two kinds of service impact:

Outage: Canary9 cannot perform its core job. Checks are not executing, results are not being recorded, or alerts are not being delivered. Outage time counts against the uptime commitment.
Degradation: the platform is working but impaired. Examples include delayed alert delivery, delayed result ingestion, a slow dashboard, or reduced probe-region redundancy. Degradations are tracked, disclosed, and worked with the same urgency, but they do not count as downtime unless they escalate into an outage.

Reimbursement

When a billing period's measured uptime falls below the Enterprise SLA, we reimburse for the downtime beyond the SLA allowance, applied as a credit to a future invoice. Reach out to support with the affected period and we take it from there; our own measurements are the basis, so you do not need to prove the outage.

On-prem and private network monitoring

The SLA covers infrastructure that Canary9 operates. When you deploy a Canary9 agent on your own infrastructure for private network monitoring, the agent's availability is in your hands:

Failures caused by customer-managed infrastructure, such as the agent host going down, local network partitions, or resource exhaustion on the machine running the agent, are excluded from SLA calculations and are not reimbursable.
The Canary9 cloud plane the agent reports into remains fully covered by the commitment above.

Note: this page is a plain-language summary. For Enterprise customers, the master service agreement is the governing document for SLA terms and reimbursement.