Last Updated: 2025-10-03
Service Provider: SAVE9 TECHNOLOGIES PRIVATE LIMITED (“ConfigBee”, “we”, “us”, or “our”)
1. Service Commitment
ConfigBee will use commercially reasonable efforts to make ConfigBee Services available with the Monthly Uptime Percentages (defined below) of at least:
- Essential Services: 99.99% uptime
- Non-Essential Services: 99.9% uptime
in each case during any monthly billing cycle (the “Service Commitment”).
2. Definitions
The following capitalized terms shall be given the meaning set forth below:
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of continuous 5 minute periods of Downtime during the month. Percentage measurements exclude downtime resulting directly or indirectly from any ConfigBee SLA Exclusion (defined below).
“Downtime” means, for Essential Services, when all ODN Endpoints (including primary and all fallback endpoints) fail to deliver configurations, resulting in more than a five percent Error Rate or complete lack of external connectivity across all ODN Endpoints. Downtime is only measured when automatic SDK fallback mechanisms have been exhausted and all available endpoints have failed. Scenarios where the primary endpoint fails but automatic SDK fallback to alternative endpoints succeeds are classified as performance degradation, not Downtime, and do not count against the Monthly Uptime Percentage. For Non-Essential Services, Downtime means complete unavailability of the specific service. Downtime is measured based on server-side Error Rate and ODN response metrics across multiple geographic regions.
“ODN Endpoints” means the multiple globally distributed access points for the Object Distribution-Delivery Network, including primary and alternative endpoints across different infrastructure providers and CDNs. ConfigBee SDKs automatically detect endpoint failures and seamlessly fallback to alternative endpoints without requiring application-level configuration changes or intervention.
“Service Availability” for Essential Services is confirmed when ConfigBee SDKs successfully retrieve environment-level configurations from any available ODN Endpoint. If an SDK can retrieve configurations from any endpoint (primary or fallback), the service is considered available for SLA measurement purposes.
“Error Rate” means the number of Valid Requests that result in a response with HTTP Status 500 and above, or ODN delivery failures across all attempted endpoints (including fallbacks), divided by the total number of Valid Requests during that period. Errors from primary endpoints that are successfully resolved through automatic fallback to alternative endpoints are not counted in the Error Rate. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
“Back-off Requirements” means, when an error occurs, the Application or SDK is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
“Essential Services” include:
- Essential ODN Service - Feature Flags & Configuration Delivery: The backbone of ConfigBee, delivering all feature flags and configurations globally via our proprietary Object Distribution-Delivery Network (ODN) with multiple endpoints, integrating Cloudflare and AWS CloudFront. Hyper-available design with automatic multi-endpoint fallback ensures it can survive regional and multi-cloud failures. If this service is down (meaning all endpoints have failed), applications depending on ConfigBee may fail or misbehave.
“Non-Essential Services” include:
-
Contextual Targeting & Real-time Streaming Service: Provides dynamic, per-user or per-account or any per-context feature flag and configuration overrides, with real-time streaming to ensure instant updates. Highly available within zones but not hyper-available across regions or clouds. If this service is down, base feature flags and configurations continue to work, but context-specific overrides and real-time updates will be delayed until the service is restored.
-
Control Plane REST API: High-availability API used by the ConfigBee Control Plane and other integrations for managing feature flags and configurations. Enables programmatic access for administrative operations and integrations. Application runtime using SDKs is unaffected if the REST API is down, but creating, updating, or automating feature flags and configurations through the Control Plane or other tools will be impacted.
-
ConfigBee Control Plane (Dashboard): Web-based dashboard for managing feature flags, dynamic configurations, and targeting rules. Customers can create, update, and modify feature flags and configurations here. Application runtime is unaffected if the dashboard is unavailable; only management operations are impacted.
“Object Distribution-Delivery Network (ODN)” means ConfigBee’s proprietary infrastructure system that ensures hyper-available delivery of configuration objects through multi-CDN architecture (integrating Cloudflare and AWS CloudFront), multiple geographically distributed endpoints, auto-fallback mechanisms, multi-level caching, and global edge distribution capable of surviving regional and multi-cloud failures.
“Valid Requests” means API requests or SDK calls to ConfigBee Services that conform to the published API specifications and authentication requirements, excluding requests blocked due to rate limiting, authentication failures, or malformed requests.
“Service Credit” is a dollar credit, calculated as set forth below, that SAVE9 TECHNOLOGIES PRIVATE LIMITED may credit back to an eligible account.
3. Service Commitments and Service Credits
Service Credits are calculated separately for Essential Services and Non-Essential Services, and are based on a percentage of the total monthly service fees you paid for the affected ConfigBee service during the month in which the Downtime occurred, calculated as specified in the schedules below. Monthly service fees do not include any one-time payments such as upfront payments and prepayments, and exclude any fees paid for professional services and/or technical support or maintenance.
Essential Services Credits
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.99% but equal to or greater than 99.95% | 10% |
| Less than 99.95% but equal to or greater than 99.90% | 25% |
| Less than 99.90% but equal to or greater than 99.00% | 50% |
| Less than 99.00% | 100% |
Non-Essential Services Credits
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.90% but equal to or greater than 99.50% | 5% |
| Less than 99.50% but equal to or greater than 99.00% | 15% |
| Less than 99.00% | 25% |
We will apply any Service Credits only against future ConfigBee payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Downtime occurred. Service Credits will not entitle you to any refund or other payment from SAVE9 TECHNOLOGIES PRIVATE LIMITED. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.
Important: In the event that both Essential Services and Non-Essential Services experience Downtime during the same monthly billing cycle, the Service Credit percentage applied will be the maximum of the two applicable credit percentages, not the sum. For example, if Essential Services qualify for a 25% credit and Non-Essential Services qualify for a 15% credit in the same month, you will receive a 25% credit, not a 40% credit.
Unless otherwise provided in the ConfigBee Terms of Service, your sole and exclusive remedy for any unavailability, non-performance, or other failure by SAVE9 TECHNOLOGIES PRIVATE LIMITED to provide ConfigBee Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
4. Credit Request and Payment Procedures
To receive a service credit, you must create a claim by submitting a support ticket through the live chat widget in your ConfigBee dashboard or by contacting [email protected]. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
i. the issue category set to “SLA Credit Request”;
ii. the words “SLA Credit Request” in the subject line;
iii. the dates and times of each Downtime incident that you are claiming;
iv. the affected ConfigBee service (Essential ODN Service, Contextual Targeting & Real-time Streaming Service, Control Plane REST API, or ConfigBee Control Plane Dashboard);
v. your application logs, SDK logs, or monitoring data that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks);
vi. specification of whether the claim relates to Essential Services or Non-Essential Services; and
vii. your ConfigBee account identifier and project/environment details.
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the applicable Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
5. ConfigBee SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of ConfigBee Services, or any other ConfigBee Services performance issues:
(i) caused by factors outside of our reasonable control, including, without limitation, any force majeure event, Internet access or related problems beyond the demarcation point of ConfigBee Services, or third-party CDN provider maintenance not within ConfigBee’s direct control;
(ii) that result from any actions or inactions of you or any third party, including but not limited to improper SDK integration, misconfigured API calls, or violations of published rate limits;
(iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control), including client-side network connectivity issues, DNS resolution problems, or local caching implementations;
(iv) arising from our suspension and termination of your right to use ConfigBee Services in connection with any breach by you of the Terms of Service or otherwise in accordance with the Terms of Service;
(v) related to scheduled maintenance activities, provided that ConfigBee provides at least 72 hours advance notice through the ConfigBee status page or via email notification;
(vi) that occur during beta, preview, or experimental features clearly marked as such in the ConfigBee documentation;
(vii) related to services or features provided free of charge; or
(viii) that result from the use of deprecated API versions or SDKs beyond their announced end-of-life dates.
(collectively, the “ConfigBee SLA Exclusions”).
If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
6. Hyper Availability Architecture
ConfigBee’s Essential ODN Service is designed to provide “Hyper Availability” that exceeds traditional high availability standards by maintaining service during:
- Individual availability zone failures
- Regional cloud provider outages
- Single CDN provider disruptions (through dual-CDN integration with Cloudflare and AWS CloudFront)
- Network partitions and connectivity issues
The Essential ODN Service provides multiple endpoints distributed across different infrastructure providers and geographic regions. ConfigBee SDKs are designed to automatically detect endpoint failures and seamlessly fallback to alternative endpoints without any application-level configuration changes or manual intervention required.
Critical SLA Measurement Principle: Downtime for Essential Services is measured only when all available ODN endpoints fail simultaneously. Successful fallback operations where the primary endpoint fails but alternative endpoints serve configurations are considered normal operation and do not constitute Downtime for SLA purposes. Such scenarios may result in slight performance degradation (increased latency during failover) but are not counted against the Monthly Uptime Percentage.
The Essential ODN Service automatically implements failover mechanisms, ensuring that your applications continue to receive feature flags and configurations even during infrastructure failures that would impact other service providers. As long as any ODN endpoint successfully delivers environment-level configurations to the SDK, the service is considered available.
Non-Essential Services (Contextual Targeting & Real-time Streaming Service, Control Plane REST API, and ConfigBee Control Plane Dashboard) are designed with high availability within zones but are not hyper-available across regions or clouds. Service disruptions to Non-Essential Services do not impact your application’s runtime functionality, as base feature flags and configurations continue to be served through the Essential ODN Service.
7. Service Impact Classification
Essential Service Downtime Impact
If the Essential ODN Service experiences downtime (meaning all ODN endpoints have failed), applications depending on ConfigBee may fail or misbehave. This service is critical to your application’s runtime functionality. However, the multi-endpoint architecture with automatic fallback makes such complete failures extremely rare.
Non-Essential Service Downtime Impact
- Contextual Targeting & Real-time Streaming Service: Base feature flags and configurations continue to work, but context-specific overrides and real-time updates will be delayed until service restoration.
- Control Plane REST API: Application runtime using SDKs is unaffected, but creating, updating, or automating feature flags and configurations through programmatic access will be impacted.
- ConfigBee Control Plane (Dashboard): Application runtime is unaffected; only management operations through the web dashboard are impacted.
8. Monitoring and Transparency
ConfigBee maintains real-time monitoring of all Essential and Non-Essential Services and publishes service status information at https://status.configbee.com (which redirects to our primary status page). Historical uptime data and incident reports are made available to all customers through their account dashboard.
Monitoring includes individual endpoint health tracking for the Essential ODN Service, allowing customers to view the status of primary and fallback endpoints independently. This transparency helps distinguish between complete service failures and performance degradation events.
9. Contact Information
For questions regarding this SLA or to submit an SLA credit request, please contact:
Email: [email protected]
Live Chat Support: Available through the ConfigBee dashboard
Status Page: https://status.configbee.com or https://configbee.statuspage.io/
This Service Level Agreement is subject to the terms of your ConfigBee Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall control. ConfigBee is a product offered by SAVE9 TECHNOLOGIES PRIVATE LIMITED.