Last updated November 13, 2026.
Availability target
DICE targets 99.5 % monthly availability for the chat widget API and the customer portal, measured by our external monitoring. Scheduled maintenance announced at least 48 hours in advance on the status page does not count as downtime.
Support response targets
| Plan | First response |
|---|---|
| Starter and Growth | Within one business day |
| Pro | Within 8 business hours |
| Enterprise | As agreed in the contract |
Service credits
If availability in a month falls below the target, customers on paid annual or monthly plans can request a credit within 30 days:
| Monthly availability | Credit |
|---|---|
| Below 99.5 % | 5 % of that month’s fee |
| Below 99.0 % | 10 % |
| Below 95.0 % | 25 % |
Credits are the only remedy for missed availability targets and apply to the next invoice.
Exclusions
Problems caused by third-party providers you chose (for example your SMS provider or calendar), your website, misuse, or events outside reasonable control.