Please read this Service Level Agreement carefully before subscribing to a Phase Two cluster.

This Service Level Agreement applies to Premium and Enterprise clusters. Starter clusters are operated on a best-effort basis and are not covered by the commitments in this Agreement.

This Service Level Agreement between Phase Two and the customer outlines the level of service, the process by which the customer can request technical support or submit a claim for not meeting the service level and request credit for the period of time service level was not met.

Uptime​

We guarantee at least 99.5% availability on Premium plans and 99.95% on Enterprise plans. Starter clusters target 95% availability on a best-effort basis; Phase Two makes no availability commitment for Starter clusters and they are not eligible for the service credits described below.

Availability is measured over a calendar month. Where availability for a Premium or Enterprise cluster falls below the commitment applicable to that plan in a calendar month, the customer may claim a service credit calculated as a percentage of that cluster’s monthly subscription fee for that month:

Availability is calculated as:

Availability = ((Total minutes in the month − Unavailable minutes) / Total minutes in the month) * 100

where Unavailable minutes are the minutes during which the cluster was not Available, excluding any minutes attributable to an Excluded Event. Where a cluster is billed annually, its monthly subscription fee is the annual subscription fee divided by twelve.

Definition of Availability. “Availability” means the ability for end users to successfully authenticate through the primary Keycloak authentication endpoint. Availability is measured at the application endpoint level and excludes Excluded Events as defined in this SLA. Availability does not include performance degradation, latency, partial feature unavailability, or issues affecting only administrative functionality, unless such issues prevent user authentication entirely.

Response and resolution times​

The following apply to Premium and Enterprise clusters.

• Urgent server-down issues will receive a response within one (1) hour and Phase Two will use commercially reasonable efforts to restore service within four (4) hours. Urgent level is reached when the Customer’s Keycloak deployment has availability issues (user cannot login).
• Routine issues will be acknowledged within 1 working day. Issues within Phase Two’s span of control will also be resolved within 1 working day. Routine priority level is for every other support request.

How to Claim a SLA Credit​

In the unlikely event that Phase Two fails to meet the uptime commitment applicable to the customer’s plan in a calendar month, the customer may claim a service credit at the rate set out in the table under Uptime above.

Request for an SLA credit must be submitted in writing, within 30 days from the outage to which they refer, via email to support@phasetwo.io.

Payment of Compensation​

The compensation will be in the form of Phase Two usage credits and may not be exchanged for cash or other forms of payment. All outage periods and compensation are calculated by Phase Two and are based on the plan that the customer is using. Once we’ve verified the outage, we’ll issue an SLA payment as a credit to be used against your invoice for the following month. Service credits described in this SLA constitute Customer’s sole and exclusive remedy for any failure to meet the uptime commitments set forth herein.

In no event shall total service credits for a calendar month exceed fifty percent (50%) of the monthly subscription fee for the affected Service.

Exclusions to the Uptime Guarantee Phase Two does all that we can to keep your service up and running. However, there are a few things that we can’t be held accountable for. Thus, they are excluded from our SLA. The following events will be exempt from Phase Two's availability guarantee:

• Scheduled interruptions or network/hardware maintenance.
• Customer triggered redeployment (Keycloak version upgrade).
• Load caused on the systems by client queries or usage (including, but not limited to, inaccurate installations and software configurations, abuse of the network, abuse of hardware or overuse of resources).
• Failures or termination of the instance by the cloud providers used by Phase Two to implement the service.
• Failures due to hostile or abusive actions by third parties such as denial-of-service attacks that violate the Agreement.
• The system is not available due to technology failures on customer's side (network, hardware and software, third-party equipment).
• Routing or other faults caused by intermediary or external networks.
• Errors caused by factors outside of Phase Two’s reasonable control.
• Features or Services designated Alpha or Beta or deprecated.

SLA Last updated: September, 2026