CatWrangler — Service Availability Policy

Last updated: July 3, 2026

This Service Availability Policy describes our current approach to availability, maintenance, and support for CatWrangler.

1. Availability Target

CatWrangler is designed to provide reliable access to our managed platform services, including tenant management, authenticated MCP connectivity, orchestration services, and other CatWrangler-operated control-plane functionality.

For paid plans, we target at least 99% monthly availability for CatWrangler managed platform services.

This is an availability target, not a service-credit SLA, unless a separate written agreement, order form, or SLA addendum expressly provides otherwise.

2. Exclusions

The availability target does not apply to unavailability, degradation, or performance issues caused by:

  • scheduled maintenance;
  • emergency maintenance needed for security, stability, or abuse prevention;
  • customer code, generated code, configuration, credentials, usage, or omissions;
  • your failure to follow documented configuration or usage requirements;
  • customer-selected hosting, infrastructure, integrations, networks, domains, DNS, or third-party services;
  • third-party infrastructure, AI providers, APIs, identity providers, payment providers, or other dependencies outside our reasonable control;
  • suspension or termination for non-payment, security risk, abuse, or violation of our Terms;
  • beta, preview, trial, experimental, or free services; or
  • events outside our reasonable control.

3. Customer Applications

Customer-built applications may depend on customer code, generated code, third-party services, selected hosting architecture, resource limits, and configuration choices.

Unless expressly stated in a separate written agreement, CatWrangler does not guarantee the availability, performance, correctness, security, or suitability of customer-built applications. Similarly, unless expressly stated in a separate written agreement, CatWrangler does not provide automatic service credits, refunds, or other financial remedies for downtime, degradation, or unavailability.

4. Maintenance and Incidents

We may perform scheduled or emergency maintenance when needed. When practical, we will provide advance notice and schedule maintenance to minimize customer impact.

We may also publish status updates or incident information for material service disruptions.

5. Enterprise SLAs

Enterprise customers with Custom Plans may be eligible for a separate written SLA addendum that defines uptime commitments, exclusions, measurement methodology, support response targets, claim procedures, and any applicable service-credit remedies.

6. Support

We provide support by email at support@catwrangler.ai. Target initial response times are: Severity 1 (critical): 4 business hours; Severity 2: 1 business day; Severity 3: 3 business days.