Northwind commits to keeping the platform available and responsive for every customer on a paid plan. This document sets out what we measure, how we report it, and what happens when we fall short.We target 99.9 percent uptime measured monthly across the API, the dashboard, and the webhook delivery pipeline. Scheduled maintenance is announced at least five business days in advance and does not count against the target.Support requests raised through the console are acknowledged within one hour and resolved within four hours during business hours. Outside those hours an on-call engineer is paged for anything that blocks production traffic.The guarantee applies in every supported region, and credits are issued automatically against the following invoice when a monthly target is missed. Credits are capped at thirty percent of the monthly fee and are applied without the customer having to ask for them. A customer who believes a target was missed can open a claim for up to sixty days after the affected month closes. We publish a monthly report on the status page with the measured figures, a short note on any incident that consumed error budget, and the remediation work that followed it. Support is staffed between 08:00 and 20:00 in the customer's primary region, Monday through Friday, excluding public holidays observed at the registered billing address. Enterprise plans add weekend coverage for anything classified as severity one. Either party may propose changes to this document. Changes take effect at the start of the following billing period, and customers are notified at least thirty days before an existing commitment is reduced.