Hookmetry service-level agreements
A service-level agreement is a contractual commitment. Public plan descriptions are not a substitute for the signed agreement that defines scope, measurement, exclusions, support, and remedies.
What an SLA should define
- The covered Hookmetry services and production environments.
- The availability target and measurement window.
- How downtime is calculated and which events are excluded.
- Incident notification and support escalation paths.
- Customer responsibilities and required evidence.
- Service credits or other remedies.
Published plan summary
Hookmetry enterprise plan materials advertise a 99.9% uptime SLA and priority support. The applicable signed agreement controls the commitment for an enterprise customer.
Before relying on an SLA
- Request the current SLA or order-form language from Hookmetry.
- Confirm which ingestion, dashboard, API, replay, and support functions are covered.
- Confirm measurement, exclusions, notification, and credit procedures.
- Record your technical and billing contacts for incident communication.
Report a suspected service incident
Contact support with the account, affected endpoint IDs, start and end times, provider delivery evidence, request identifiers, and observed impact. Do not include secrets.