Service Level Commitments
Last updated: October 2026
Dagu runs on servers you operate. This page states what Descarty, Inc., the company behind Dagu, commits to around it, and what each plan does not include.
1. Your workflows never depend on Dagu Cloud
Workflows run on your servers. Dagu Cloud is not in the path that schedules or executes them, so a Dagu Cloud outage does not stop, delay, or fail a run.
A server connected to Dagu Cloud with a license key checks in once an hour. When Dagu Cloud cannot be reached, the server keeps using its cached license, and paid features stay on until the license's paid period ends. A server with an offline license file never contacts Dagu Cloud.
When a license expires, paid features keep working for a 14-day grace period. After that, paid features such as SSO, RBAC, audit logging, and incident routing turn off, and workflows continue running without interruption.
2. Continuity pledge
If Descarty, Inc. stops operating Dagu Cloud or discontinues the paid self-host plans, every workspace with an active paid subscription at that time receives an offline license with no expiry date, covering the servers and features it pays for. An offline license needs no connection to Dagu Cloud.
Dagu itself is open source under GPLv3, so the community edition never depends on Descarty. The pledge is part of the Terms of Service, section 10.
3. Support
Team and Pro licenses cover product features only. Bug reports and questions go through GitHub Issues and Discord on a best-effort basis, the same as Community.
Enterprise agreements include support from Dagu Cloud's maintainer, with the first-response targets below unless the agreement sets others. A first response is a reply from the maintainer that acknowledges the issue and states the next step; it is not a resolution time.
| Severity | Meaning | First response |
|---|---|---|
| Severity 1 | Production workflows are down or blocked, with no workaround. | Within 1 business day |
| Severity 2 | A feature is broken or degraded, and a workaround exists. | Within 1 business day |
| Severity 3 | Questions, minor bugs, and requests. | Within 2 business days |
Business hours are 09:00 to 18:00 Japan Standard Time (UTC+9), Monday to Friday, excluding Japanese national holidays. Enterprise customers reach support by email at company@descarty.com or through the channel named in their agreement.
Hands-on work such as setup, migration, and workflow design is paid consulting on any plan, quoted per engagement.
4. Security fixes
Security fixes ship for the current development branch and the latest stable release series, for every edition. Report suspected vulnerabilities privately as the security policy describes, not in a public issue.
5. Dagu Cloud service target
Dagu Cloud runs the console, license activation and check-ins, monitoring reports, and alert delivery. Its target is 99.9% availability each calendar month, measured by the external checks on the status page, which also records incidents.
The target is an objective, not a guarantee: Team and Pro plans carry no service credits. Enterprise agreements can include credits. Because of section 1, a Dagu Cloud outage delays alerts and console pages; it does not stop your workflows.