This page states RedLens AI's current platform-availability posture and support response targets. RedLens is operated by a small team without a dedicated SRE/on-call function today, so most of what follows is stated as a target we manage toward, not a guaranteed, credit-bearing commitment — the distinction is called out explicitly wherever it applies. Enterprise customers who need a contractual, measured commitment should raise it directly (§6).
We do not currently publish a contractual uptime percentage or offer uptime-based service credits, because we don't yet have the monitoring in place to measure and stand behind one. In practice, the platform is a single Railway-hosted service with automatic restart-on-failure; historical availability has been high, but "high" is not a number we can currently prove, so we'd rather not print one.
Scheduled maintenance windows (see §4), force majeure events, downtime caused by customer actions or third-party services outside our control, and the free POC assessment tool (no SLA applies) would be excluded from an uptime calculation once one exists.
Support is handled directly by the RedLens team, currently a small group without 24/7 on-call coverage. What follows are target response times, not guaranteed SLAs:
Business hours are Monday–Friday, 9am–6pm Eastern Time, excluding US federal holidays.
Submit support requests through our support form, or by email to support@redlens.ai.
Not currently offered, for the reason stated in §1: we don't have the uptime measurement in place to administer a credit schedule honestly. Enterprise customers can request a custom SLA with measured uptime and credits as part of that engagement (§6).
Scheduled maintenance is performed on Sundays between 2:00am–6:00am Eastern Time. Emergency maintenance may occur at any time with maximum possible advance notice. All maintenance windows are announced via email to account administrators.
Customer data is stored in a managed PostgreSQL database on SOC 2 Type II certified infrastructure, protected by point-in-time volume snapshot backups (30-day retention). Our database restore procedure is scripted and drill-tested: the drill dumps the database, restores it into a separate instance, and confirms the restored copy matches the source table-for-table. We do not currently publish fixed RPO/RTO commitments on this standard plan — recovery objectives are being formalized as part of our SOC 2 Type II readiness program (audit begins Q1 2027), and we will publish evidenced figures rather than aspirational ones. Customers who need contractual RPO/RTO commitments today can arrange them under an Enterprise SLA (Section 6).
Enterprise customers may negotiate custom SLA terms including higher uptime commitments, dedicated support contacts, custom maintenance windows, and specific RTO/RPO requirements. Contact sales@redlens.ai to discuss enterprise SLA customization.
This SLA is effective for all active paid subscriptions as of August 2026. We may update SLA terms with 30 days notice. Updates will not reduce existing commitments during your current subscription term.
Questions: support@redlens.ai