Beta service level agreement · effective 13 October 2026
Beta, with an SLA_
Fresh is in beta because we are still adding features, not because we stand behind it any less. Every account gets the commitments below, from the first day.
- 99.5% monthly uptime
- For each service, measured every minute on our status page.
- Credits if we miss it
- 10%, 25% or 50% of that month’s charges for the affected service.
- A reply within 4 hours
- To support email, 08:00–20:00 UK time, seven days a week.
What “beta” means
We are still building parts of Fresh, and we say so on every page where it matters. In practice:
- No automatic backups yet for machines, managed apps or databases. Keep your own copy of anything you can’t lose. App backups are the next feature we are shipping.
- Features may change. We tell you by email before we change or remove anything you use.
- Machines are yours to run. You maintain the operating system and software inside a virtual machine. Managed apps and databases are run by us.
None of this changes the commitments on this page.
Uptime commitment
Each of these services is available at least 99.5% of every calendar month (UTC):
- Console and API: signing in, the console and the API at fresh.dev.
- Virtual machines and databases: the hosts that run them are reporting and accept start, stop and create requests.
- Managed apps: the HTTPS edge that serves apps is running.
- DNS: our nameservers are serving app addresses and hosted zones.
Our control plane checks each service once a minute. A minute is downtime when its check fails or when no check ran. Monthly uptime is the share of minutes in the month that were not downtime. The results are public on the status page.
Service credits
| Monthly uptime of the service | Credit on that service’s charges for the month |
|---|---|
| Below 99.5% | 10% |
| Below 99% | 25% |
| Below 95% | 50% |
To claim, email help@fresh.dev within 30 days of the end of the month, naming the service and the account. We apply the credit to your next invoice. Credits are not paid out in cash, and they are capped at 50% of the affected service’s charges for that month.
Support response
Email help@fresh.dev. Between 08:00 and 20:00 UK time, every day of the year, a person replies within 4 hours. Email that arrives outside those hours gets a reply within 4 hours of 08:00. The reply is a first response from an engineer, not an automated acknowledgement; fixing the problem may take longer, and we will keep you updated.
We help with your account, billing, our infrastructure and the managed apps and databases we run. For software inside your own virtual machines we can point you in the right direction, but it remains yours to maintain.
What isn’t covered
- Planned maintenance announced on the status page at least 48 hours ahead, up to 4 hours in a month.
- Problems inside a virtual machine’s operating system or software, or caused by how an account uses the service.
- Suspension for non-payment or for breaking our acceptable use policy.
- Third-party services outside our control, such as card payments, your domain registrar or your own DNS.
- Events beyond our reasonable control.
Service credits are the remedy for missing the uptime commitment. Questions about this page are welcome at help@fresh.dev.