Service Level Agreement (SLA)
1. Scope
This SLA applies to customers with an active Business (EUR 99/mo) or Enterprise (EUR 249/mo) subscription. For Sandbox (free) and Starter (EUR 39/mo) subscriptions, best-effort availability and community/email support apply. No SLA.
2. Availability
Tuurio commits to a monthly availability of at least 99.5% for core services. This corresponds to a maximum allowed downtime of approximately 3 hours and 39 minutes per calendar month.
Core services
- OAuth 2.0 / OpenID Connect authentication
- Token endpoints (Authorize, Token, UserInfo, JWKS, Discovery)
- Admin dashboard (tenant management)
- Management API endpoints
Measurement
Measurement period: Calendar month (1st to last day, UTC). Monitoring via external uptime monitor, publicly visible at our status page.
Planned maintenance
Regular maintenance window: Sundays, 02:00-06:00 CET. Maximum 8 hours of planned maintenance per calendar month. Advance notice: at least 48 hours by email and via the status page.
Not counted as downtime
- Planned maintenance within the conditions above
- Force majeure as defined in the general terms
- Customer-caused outages: misconfiguration, API misuse, rate limit violations, faulty client implementation
3. Support response times
| Priority | Description | Business | Enterprise |
|---|---|---|---|
| P1 – Critical | Core service completely unavailable, no login possible | 8 business hours | 1 business hour |
| P2 – High | Essential function impaired (e.g. MFA broken, SSO for one IdP down) | 8 business hours | 2 business hours |
| P3 – Normal | Single function affected, workaround available | 16 business hours | 4 business hours |
| P4 – Low | Questions, feature requests, documentation | 2 business days | 1 business day |
Response time = time to first qualified response (acknowledgment with priority classification), not time to resolution. Service hours: Mon–Fri 09:00–17:00 CET.
4. Service credits
| Monthly availability | Credit (% of monthly fee) |
|---|---|
| 99.0% - 99.49% | 10% |
| 95.0% - 98.99% | 25% |
| 90.0% - 94.99% | 50% |
| < 90.0% | 100% |
Maximum credit per month: 100% of the monthly fee. Credits must be requested within 30 days after the affected month by email to support@tuurio.com. Credits are offset against the next invoice; no cash payment. Credits supplement but do not replace statutory claims.
5. Contact
Support: support@tuurio.com
Security incidents: security@tuurio.com
Status page: stats.uptimerobot.com
Version 2.0, March 9, 2026