> ## Documentation Index
> Fetch the complete documentation index at: https://docs.findtempo.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Platform availability

> Tempo's uptime commitment, how incidents are communicated, and the service credits available when we miss it.

This page sets expectations for how available Tempo is, how we tell you when something is wrong, and what you can claim when we fall short. If your Order Form states different availability terms, the Order Form controls.

## What is covered

The availability commitment applies to the parts of Tempo your team and your agents call directly:

* The Tempo web app at `findtempo.co/app`.
* The MCP server.
* The REST API at `findtempo.co/api/v1`.

The following are outside the commitment:

* **Ingestion and sync.** Context from connected sources arrives asynchronously. A delay in new emails, transcripts, or CRM changes appearing in Tempo is not downtime, though a sustained sync failure is a support issue.
* **Connected sources.** Outages or rate limiting at Salesforce, HubSpot, Google, Slack, Gong, Fathom, Granola, or Notion.
* **AI providers.** Degraded quality or latency from a third-party model provider when the platform itself is reachable.
* **Preview features.** Anything marked as beta or preview in the app or in these docs.

## Our commitment

Tempo targets a **Monthly Uptime** of **99.9%** for the covered components.

Monthly Uptime is calculated for each calendar month as:

```text theme={null}
(total minutes in the month − unscheduled downtime minutes) ÷ total minutes in the month × 100
```

Unscheduled downtime is any period during which the covered components return errors or fail to respond for all requests from your organization, as recorded by Tempo's monitoring.

## Excluded downtime

The following do not count as unscheduled downtime:

* Scheduled maintenance announced in advance as described below.
* Failures of a connected source, an AI provider, or another third-party service that Tempo depends on.
* Problems caused by your network, devices, credentials, or configuration, or by use of the platform in a way your agreement does not permit.
* Rate limiting applied to protect the platform. See [Usage and limits](https://docs.findtempo.co/admin/usage-and-limits.md#rate-limits).
* Events outside Tempo's reasonable control, including internet outages, attacks on the platform, and force majeure events.

## Scheduled maintenance

Tempo performs maintenance that may make the platform unavailable only after posting a notice on the status page at least **2 business days** in advance. Where possible, maintenance is scheduled outside support hours. Maintenance that does not interrupt service is not announced.

## How incidents are communicated

Incidents are posted on the [Tempo status page](https://status.findtempo.co). Each incident names the affected components and carries a severity:

| Severity | Meaning |
| - | - |
| **Critical** | The platform is unavailable or unusable. |
| **Major** | A core capability is broken for many customers. |
| **Minor** | A capability is degraded or broken for some customers, or a workaround exists. |
| **Maintenance** | Planned work. Not an outage. |

An incident moves through four states, and every change appends a timestamped update rather than replacing earlier text, so the page reads as a timeline:

1. **Investigating.** We have confirmed an impact and are finding the cause.
2. **Identified.** We know the cause and are working on a fix.
3. **Monitoring.** A fix is in place and we are confirming recovery.
4. **Resolved.** The incident is closed. Resolved incidents stay on the page as history.

The status page is hosted separately from the platform so it stays reachable when the app does not. A machine-readable version is available at `https://status.findtempo.co/status.json` for your own monitoring or an in-app banner.

For a Severity 1 incident that affects your organization, Tempo also notifies your admin contact directly.

## Service credits

If Monthly Uptime for a calendar month falls below the commitment, you can claim a credit against future fees:

| Monthly Uptime | Credit, as a percentage of the monthly fee |
| - | - |
| 99.0% to less than 99.9% | 10% |
| 95.0% to less than 99.0% | 25% |
| Less than 95.0% | 50% |

The monthly fee is the annual platform subscription fee divided by twelve. Credits for a single month are capped at 50% of the monthly fee, are applied to a future invoice, and are not paid in cash.

### How to claim a credit

**1. Write to support within 30 days**

Email [support@findtempo.co](mailto:support@findtempo.co) within 30 days of the end of the month in which the downtime occurred. Put "Service credit request" in the subject.

**2. Include the dates and times**

List the periods during which your organization could not reach the platform, with time zone, and what your team observed.

**3. Tempo confirms within 15 business days**

Tempo checks the request against its monitoring and the incident history and confirms the credit, or explains why it does not apply.

Service credits are the only remedy for a missed availability commitment. They do not apply where your account is past due or the downtime falls under an exclusion above.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.