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How Speakeasy Supports Our Enterprise Customers

1. Automatic SDK Maintenance

A core aspect of Speakeasy’s value proposition is keeping SDKs up to date with key changes in languages, frameworks, and dependencies.

Speakeasy ensures that these updates are propagated to the SDKs maintained for customers, and posts such updates automatically in the SDK pull requests created.

2. Support SLAs

Speakeasy is committed to providing rapid response and resolution to any issues you raise. With this in mind, we offer:

  • A dedicated customer support channel (Slack, Teams).
  • Prioritized ticket resolution based on severity (P0, P1, P2 SLAs).
  • SLAs for question response and ticket triage are detailed below.
Priority level
P0
Definition
Generated Terraform providers or SDKs do not work (severe functional issues)
SLA
First response within 1 hour
Credits
5% of the fee applicable in the month per incident
P1
Definition
Generated Terraform providers or SDKs exhibit severe ergonomic or functional issues that significantly impact customers, with no available workaround
SLA
First response within 3 hours
Credits
3% of the fee applicable in the month per incident
P2
Definition
Generated Terraform providers or SDKs have bugs with minor ergonomic impact on customers, feature requests
SLA
Prioritize as part of standard Speakeasy development practice, visible in public roadmap
Credits
1% of the fee applicable in the month per incident

3. Uptime SLAs

Core systems (code generation, app, CLI) uptime: 99.99% uptime per calendar month

  • Calculation: Total uptime minutes per calendar month / total minutes per calendar month
  • Credit on SLA breach:
    • Uptime between 95% - 99.99%: 10% of the fee applicable in that month
    • Uptime less than 95%: 20% of the fee applicable in that month

Current and historical metrics can be viewed at https://status.speakeasyapi.dev/ .

In no instance will the total credits in a given month for Technical Support SLA breaches or Uptime SLA breaches exceed the total fee applicable from the customer in that month.

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