Service Level Objectives
What you can hold us to.
Version 1.0 · Last reviewed 5 August 2026
These are the service level objectives we run Maskbreak against — the status page shows how our internal probe averages track against them. Maskbreak is in open beta: these figures are operating targets, and they become a contractual SLA with service credits as part of an enterprise agreement — [email protected].
Targets
| Metric | Target | Notes |
|---|---|---|
API availability (/v1/evaluate) | 99.9% monthly | Measured at our edge; current state on the status page |
| Evaluation latency | <40 ms p95 | Server-side processing time, measured globally against edge endpoints |
| Marketing & dashboard availability | 99.5% monthly | Console outages never affect API evaluation |
| Support response (beta, all plans) | Same business day | UK business hours — email [email protected]; enterprise agreements define contractual response times |
| Security disclosures | Acknowledged ≤2 business days | Per our responsible disclosure policy |
What doesn't count against the target
Standard exclusions, stated plainly:
| Scheduled maintenance | Announced at least 48 hours ahead on the status page and kept outside peak hours |
| Your network or configuration | Outages caused by the customer's own infrastructure, DNS, or misconfigured integration |
| Suspension for abuse | Accounts suspended under the Terms of Service (fraud, abuse, non-payment) |
| Force majeure | Events outside reasonable control — including region-wide failures of upstream cloud providers |
Service credits
Contractual service credits for missed availability are part of enterprise agreements, alongside a countersigned DPA and MSA. If you need an SLA your procurement team can enforce, that's the path — [email protected].