Targets by tier. Contractual SLA at Enterprise.
Pilot is best-effort with stated targets. Standard adds an uptime target and faster support response. Enterprise is the tier with a contractual uptime SLA and credit terms — finalized in the signed agreement.
| Tier | Uptime | Support response | Status reports |
|---|---|---|---|
| Pilot | 95% target best-effort, no SLA | 1 business day email, business-hours | — |
| Standard | 99% target target, not contractual SLA | 4 hours Slack + email, business-hours | Monthly |
| Enterprise | 99.9% SLA contractual + credit terms | 1 hour P1, defined incident response dedicated point of contact | Custom cadence |
Data freshness is governed by the upstream source family, not by tier. NPPES, CMS Care Compare, and state licensing boards each publish on their own cadence. Standard tier customers receive monthly refresh; Pilot tier receives quarterly refresh. Enterprise tier gets custom cadence within the constraints of the upstream source.
Full per-source cadence is documented at /refresh-cadence.
Public status page
Fonteum maintains a public status page for service incidents and planned maintenance. The status subdomain is currently being provisioned; status.fonteum.com is the canonical URL once live. Until then, incident notifications go directly to active customers via email and Slack.
Note: this page describes contractual obligations as they appear in the relevant tier's signed agreement. Pilot agreements supersede this page; signed Enterprise agreements supersede this page where they conflict.