INFISICAL
Infisical Service Level Agreement
Last updated: October 7, 2026
This Service Level Agreement ("SLA") describes Infisical's platform availability commitment for Infisical Cloud and the support plans available to Infisical customers. Capitalized terms not defined here have the meanings given in the customer's agreement with Infisical.
Scope. This SLA applies only to customers on a paid Enterprise plan whose Order Form references or incorporates this SLA. Customers on Pro, Advanced, free, trial or promotional plans are not covered by the Uptime Commitment or Service Credits in Part A. Those Services are provided "as is" and "as available" as described in the applicable Terms of Service.
Part A: Platform Availability
1. Uptime Commitment
During the Subscription Term, Infisical will provide Actual Availability for at least ninety-nine and nine tenths percent (99.9%) of the total time in each calendar month. This commitment applies only to Infisical Cloud services purchased under an Enterprise Order Form that incorporates this SLA, regardless of the customer's support plan. It does not apply to self-hosted deployments or to Pro, Advanced, free or trial plans.
2. Service Credits
If Actual Availability in a calendar month falls below the Uptime Commitment, the customer is eligible for a service credit equal to X multiplied by Y, where X is the monthly fees for the affected Infisical Cloud services and Y is the credit percentage below.
| Actual Availability (monthly) | Service credit (Y) |
|---|---|
| 99.0% to less than 99.9% | 10% |
| 98.0% to less than 99.0% | 20% |
| Less than 98.0% | 30% |
3. Credit Requests and Payment
To request a service credit, the customer must email [email protected] within thirty (30) days after the end of the month in which the Unscheduled Downtime occurred, including the customer's account ID or registered email address and the dates and times of the Unscheduled Downtime. Approved credits will be issued within thirty (30) days and applied to future invoices. Service credits are not refundable as cash and are the customer's sole and exclusive remedy for failure to meet the Uptime Commitment.
4. Definitions
- Scheduled Availability: the total minutes in a calendar month during which the services are made available to the customer's permitted users.
- Unscheduled Downtime: minutes during which the services are unavailable, excluding unavailability caused by (a) the customer's or its users' acts or omissions, (b) force majeure events, (c) scheduled maintenance announced at least 24 hours in advance, (d) hacking, viruses or other malicious attacks, or (e) emergency maintenance.
- Actual Availability: Scheduled Availability minus Unscheduled Downtime, expressed as a percentage of total minutes in the month.
Part B: Support Plans
5. How to Get Support
Customers can submit support requests through any of the following channels:
- The Infisical support portal at https://support.infisical.com
- Email to [email protected]
- The customer's dedicated Slack channel, if one has been provided, by requesting a support ticket
Response time targets apply to requests submitted by the customer's named technical contacts through these channels.
6. Plan Overview
| Pro / Advanced | Enterprise Support | Premier Support | |
|---|---|---|---|
| Availability | Included with Pro and Advanced plans | Included with all paid Enterprise plans | Paid add-on to Enterprise plans |
| Price | Included | Included | 8% of Annual Contract Commitment ($15K minimum) |
| Uptime SLA and service credits | Not included | 99.9% (Cloud) | 99.9% (Cloud) |
7. Severity Levels
- Urgent: Infisical is unavailable, or cannot deliver secrets, certificates or access, in a production environment, and no workaround is available.
- High: Major functionality is impaired or significantly degraded in a production environment, or a workaround exists for an Urgent issue.
- Normal: A component is not performing as documented with limited impact, or a general technical question.
- Low: Requests for information, documentation or new features.
The customer assigns an initial severity when submitting a request. Infisical may reclassify the severity, in consultation with the customer, if the request does not meet the definition above. For Urgent issues, customers should submit the request through the support portal or by email to [email protected] and classify it as "Urgent."
8. Target Initial Response Times
| Severity | Pro / Advanced | Enterprise Support | Premier Support |
|---|---|---|---|
| Urgent | Best effort | 4 hours, 24x7 | 1 hour, 24x7 |
| High | Best effort | 4 business hours | 2 hours, 24x7 |
| Normal | 2 business days | 2 business days | 4 business hours |
| Low | 3 business days | 3 business days | 1 business day |
| Named technical contacts | 1 | 3 | 8 |
Response times measure Infisical's initial response to a request, not time to resolution. Business hours are 9:00 a.m. to 5:00 p.m., Monday through Friday, in the customer's local time zone, excluding public holidays.
Pro and Advanced response times are targets provided on a commercially reasonable basis and are not contractual commitments. Free and trial plans do not include support beyond community resources.
9. Premier Support Benefits
In addition to the response times above, Premier Support includes:
- Priority routing. Premier requests are triaged ahead of the standard support queue.
- Named escalation contact. A designated Infisical contact who coordinates escalations and stays current on the customer's account.
- Live incident bridge. For Urgent issues, an Infisical engineer will join a live video call with the customer's team.
- Annual architecture and health review. One review per contract year of the customer's Infisical deployment, configuration and usage, with written recommendations.
- Self-hosted upgrade and configuration sessions. Up to eight (8) hours per contract year of scheduled sessions with an Infisical engineer for upgrades, configuration and high-availability planning. Sessions are booked in advance; unused hours do not roll over.
- Advance notice of breaking changes. Notice of breaking changes before general release.
10. Premier Support Pricing
Premier Support is priced at eight percent (8%) of the customer's Annual Contract Commitment, subject to a minimum of fifteen thousand U.S. dollars ($15,000) per year. Premier Support is co-terminous with, and renews with, the customer's Enterprise subscription.
- Annual Contract Commitment means the customer's average annual subscription fees over the Subscription Term, excluding Premier Support fees, taxes and one-time services.