This page defines the terms behind the support and uptime commitments shown on the pricing page. It is generated from the same configuration the product enforces (TIER_CONFIGS.support) — if this page and the pricing table ever disagree, both are wrong and one of them is due for a fix, since they are pinned to the same source by test.
Every paid plan includes support; what differs is the channel and the first response commitment.
| Capability | FREE | STARTER | ESSENTIALS | COMMAND | ENTERPRISE |
|---|---|---|---|---|---|
| Support channel | Priority queue | Dedicated CSM | |||
| First response | None on the Free plan | 2 business days | 1 business day | 8 business hours | 4 hours |
| Uptime SLAwith service credits | — | — | — | — | 99.9% |
| Named CSM | — | — | — | — | Yes |
Business hours means 09:00–18:00 US Eastern, Monday through Friday, excluding CMDash-observed holidays. A request submitted outside business hours is queued and the first-response clock for an email- or priority-channel plan starts at the next business hour; Enterprise’s 4-hour commitment runs on calendar hours, not business hours, which is why it is stated without the word “business.”
First response is the time to an initial human reply acknowledging your request and confirming someone is working on it. First response is not resolution: the commitments above (2 business days, 1 business day, 8 business hours, 4 hours) are how quickly you hear from a person, not how quickly the underlying issue is fixed. Resolution time varies by the nature of the issue and is not a figure this page states a fixed commitment for.
Uptime is measured by calling GET /api/health/ready — the same readiness probe the public status page publishes history for — once per minute across a calendar month, and computing the percentage of checks that returned healthy. A check counts as down if any of the dependencies the probe verifies (database, cache/background jobs, or file/report storage) was down at that moment. Time during an announced maintenance window is excluded from both the numerator and the denominator, the same way a “no data” day on the status page counts toward neither uptime nor downtime.
The 99.9% uptime commitment above carries service credits, and only the Enterprise plan is sold with one — no other plan carries a credited uptime SLA.
| Measured monthly uptime | Service credit |
|---|---|
| Below 99.9% | 10% of that month’s fee |
| Below 99.0% | 25% of that month’s fee |
A service credit must be claimed within 30 days of the end of the affected calendar month by writing to your account contact or support@cmdash.com with the month and the dates you believe were affected. Credits apply against a future invoice; they are not a cash refund.
Over the last 90 days, the /api/health/ready dependencies (database, cache/background jobs, file/report storage) measured 100% of recorded checks healthy (measurement began 2026-09-21). This is the same check-level history the public status page renders, recomputed here against the three components the readiness probe actually checks, not the page’s broader all-systems banner.
This page states CMDash’s own service-level commitments. It does not create a liability cap, a warranty, or terms for a specific customer’s contract — those, where they exist, are in your order form or master services agreement, which controls over this page if the two conflict. See the Terms of Service for acceptable use, payment and liability terms.
CMDash is operated by CMDash, Inc.. Registered address available on request via support@cmdash.com.