Legal
Service-Level Stance
Last updated July 7, 2026
1. Purpose
This page summarizes Philidor's public service-level posture for prospects, customers, and procurement teams. It is a public statement of operating posture and does not replace a signed order form, master services agreement, service-level addendum, or support schedule.
Availability targets, support response commitments, credits, and incident-notification terms are defined in the applicable signed agreement.
2. Current status
Philidor publishes current platform status at philidor.io/status. The status page reports the latest platform heartbeat and rolling uptime percentages when enough heartbeat history exists.
Status telemetry is provided for operational visibility. It should be read alongside the applicable customer agreement for contractual measurement, exclusions, remedies, and notification terms.
3. Availability posture
Philidor operates its production API and first-party applications with monitored availability, incident review, and conservative change control. The public API is built to fail closed when risk scoring is not fit to serve.
Philidor does not publish a blanket public uptime promise for every visitor or every plan. Enterprise agreements can include an uptime commitment when the scope, measurement window, exclusions, and remedies are agreed in writing.
4. Support commitments
Support channels, response targets, escalation contacts, and business-hour coverage are defined per agreement. Standard evaluation access is supported through published documentation and normal business contact channels.
Enterprise agreements can include named support contacts, severity definitions, response targets, and customer-specific escalation workflows.
5. Incident notification
Incident-notification terms are defined per agreement. Enterprise agreements can include notice windows, notification channels, severity thresholds, and post-incident summaries.
Philidor may also publish public status updates when a platform event affects public availability or materially affects customer access.
6. Measurement
Public uptime figures are computed from Philidor's first-party heartbeat checks. The contractual monthly uptime report uses the same heartbeat interval method for customers with an uptime commitment in their signed agreement.
Missing heartbeat intervals, measurement limitations, maintenance exclusions, and remedies are handled according to the applicable signed terms.