Service level and support overview
This page explains how support levels and SLA commitments are structured across Wodby plans, and where custom enterprise terms apply.
Overview
This page explains how support and service-level commitments are structured across Wodby plans.
Wodby offers multiple support levels and service models, from community and best-effort support through premium and custom enterprise arrangements. Not every plan includes an uptime guarantee or service credits.
This page is a public overview. If you have a custom order form or enterprise exhibit with negotiated SLA terms, that written agreement controls for your purchased services.
Support tiers
Support commitments differ materially by plan level.
- Developer / free access: community-oriented or self-service support with no guaranteed response or uptime commitment.
- Paid standard plans: operational support and best-effort assistance subject to the plan purchased, but not necessarily a formal SLA.
- Enterprise / custom plans: premium support and, where stated in writing, negotiated SLA commitments and commercial remedies.
Availability and maintenance
Availability can be affected by maintenance, upstream provider outages, customer configurations, and security events.
Wodby aims to provide reliable services, but availability may be affected by scheduled maintenance, emergency maintenance, upstream provider outages, internet and network issues, abusive traffic, security incidents, or failures in customer-owned infrastructure.
Some Wodby services depend on third-party providers or on infrastructure chosen and controlled by the customer. Those dependencies can limit or affect platform availability and response times.
What public SLA language does and does not mean
Marketing references to support or SLA do not create a universal guarantee for every user or every product component.
Public references to “premium support” or “SLA” on pricing and marketing pages describe plan eligibility and commercial packaging. They do not, by themselves, create a numeric uptime guarantee, response target, or service-credit obligation unless such commitment is expressly stated in writing for the relevant customer and service.
Customer responsibilities
Customers remain responsible for their own workloads, data handling, and many aspects of connected infrastructure.
Customers remain responsible for their applications, data, integrations, backup strategy, account security, and the correctness of their configurations. For customer-owned infrastructure, customers also remain responsible for provider selection, region choice, cluster sizing, and underlying provider availability unless a separate managed service commitment says otherwise.
Questions and enterprise commitments
If you need negotiated commitments, those should be documented in an order form or enterprise support exhibit.
Questions about support coverage or enterprise SLA commitments can be sent to [email protected].