1. Overview
At Terros, we are committed to providing highly available, scalable, and secure services to our customers. This document outlines our service level objectives, uptime statistics, architectural decisions that support high availability, and our approach to transparency and accountability.
2. Uptime Commitment
SLA:
Terros guarantees 99.95% uptime for our production services.
This translates to a maximum of:
22 minutes of unplanned downtime per month
3. High Availability Architecture
Terros is built almost exclusively on serverless, horizontally scalable AWS services, including:
Service | SLA (AWS) | Redundancy Model |
AWS Lambda | 99.95% | Multi-AZ (Availability Zone) |
DynamoDB | 99.99% | Multi-AZ |
API Gateway | 99.95% | Multi-AZ |
S3 | 99.9% | Multi-AZ |
Primary region: us-east-1
4. Security and Compliance
Terros is on track to achieve SOC 2 Type II compliance by Q3 2025.
Our Trust Center is publicly available at https://trust.terros.com and includes our current security posture, policies, and compliance milestones.
5. Incident Communication & Support
In the event of an incident:
We provide prompt communication to affected clients via email or Slack
Incident root causes are reviewed and shared as needed
Fixes are deployed with urgency and transparency, with security always prioritized
6. Commitment to Improvement
We continuously evaluate our architecture, operations, and vendor dependencies to improve resiliency and transparency. We welcome security and ops discussions with your teams and encourage feedback to help us serve you better.
Questions or Custom SLA Requests?
We recognize that enterprise customers may have unique requirements. Please reach out to your Terros representative to discuss custom SLAs, log feeds, or integration enhancements.