Service Level Agreement

This SLA covers the availability of the hosted CDK Insights service - the web dashboard and the API that powers AI-powered analysis - for customers on a paid Pro or Team plan with an account in good standing.

It does not apply to the free plan or to the CLI's static analysis: static scans run entirely on your own machine and do not depend on our hosted service, so they keep working even during a service interruption.

We commit to a Monthly Uptime Percentage of at least 99.5% for the hosted service.

“Monthly Uptime Percentage” is calculated per calendar month (UTC) as:

(Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100

“Downtime” means sustained periods (measured in one-minute intervals) during which the hosted dashboard or API is unavailable to you, excluding any Excluded Time described in clause 6.

Support is provided by email at support@cdkinsights.dev. We aim to acknowledge support requests within 3 working days. This is a target for an initial response, not a guaranteed resolution time - how long a fix takes depends on the nature of the issue.

If the Monthly Uptime Percentage falls below 99.5% in a given calendar month, you may request a service credit of 5% of that month's fee per full percentage point below 99.5%, up to a maximum of 25%:

A service credit is the sole and exclusive remedy for any failure to meet the availability commitment. Credits are applied against a future invoice, are not exchangeable for cash, and cannot exceed the fees paid for the affected month.

To claim, email support@cdkinsights.dev within 30 days of the end of the affected month, with the subject “SLA credit request” and the approximate dates and times you experienced Downtime. We will review against our monitoring records and confirm any credit due. Your account must be current on all amounts owed at the time of the request.

The availability commitment and service credits do not apply to unavailability caused by:

• Scheduled maintenance announced in advance, and emergency maintenance required to protect security or integrity.
• Factors outside our reasonable control, including force majeure and large-scale or regional failures of our hosting provider (AWS) that affect AWS customers generally.
• Your equipment, software, network, or your own AWS account or credentials; or use of the service in a way not permitted by the Terms.
• Suspension or termination of your account for breach of the Terms or non-payment.
• Free-plan usage, trials, betas, or preview features.

We may revise this SLA from time to time. For material changes that reduce the commitments above, we will give at least 30 days' notice before they take effect. The current version is always published at this URL with the effective and last-updated dates shown above.

Questions about this SLA or a credit request: support@cdkinsights.dev.