Enterprise SLA and support
Last updated: October 2, 2026
This service level agreement (SLA) applies to Enterprise subscriptions to the hosted Localizer service, and to Custom agreements that refer to it. It is part of the Terms of Service.
Uptime commitment
Section titled “Uptime commitment”The Service will be available at least 99.9% of each calendar month.
- The Service means the Localizer API at
api.locale.dev, which the GitHub Action and the GitHub App use, and the processing of sync jobs. - A minute is unavailable if, throughout that minute, the API answers valid requests only with server errors or doesn’t answer at all, or if sync jobs the Service has accepted don’t start within 15 minutes.
- Monthly uptime is the share of minutes in the month that weren’t unavailable.
What isn’t covered
Section titled “What isn’t covered”Unavailability doesn’t count toward the commitment when it’s caused by:
- GitHub, including GitHub outages and GitHub’s API limits;
- your repository or configuration, for example an uninstalled GitHub App, a broken workflow, or a used-up monthly allowance;
- scheduled maintenance announced at least 48 hours in advance, for at most 4 hours a month;
- events beyond our reasonable control;
- a suspension under the Terms of Service.
The quality of individual translations isn’t covered by this SLA.
Service credits
Section titled “Service credits”If monthly uptime falls short of the commitment, you’re entitled to a credit on that month’s Enterprise fee:
| Monthly uptime | Credit |
|---|---|
| Below 99.9% | 10% |
| Below 99.0% | 25% |
To claim a credit, email saluton@locale.dev within 30 days after the end of the month, with the times and the repositories affected. We refund credits through Polar, or apply them to your next invoice under a Custom agreement. Credits are capped at 25% of the month’s fee and are the sole remedy for unavailability.
Support
Section titled “Support”Email saluton@locale.dev from the address on your subscription. Enterprise requests get a first response within one business day (Monday to Friday, excluding US federal holidays). Requests on other plans are answered as soon as we can.
Security reviews
Section titled “Security reviews”For Enterprise and Custom customers, we complete your security questionnaire on request. A data processing agreement, with the EU Standard Contractual Clauses and the UK Addendum, is available to any paid plan on request. Our security model is described in Security.
Changes
Section titled “Changes”We may update this SLA. Changes never reduce the commitments that apply during a period you have already paid for.
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