Important information for our Cloud services.

Fair Use Policy

This Fair Usage Policy is a key part of the agreement between you and Monospace Inc (the managing entity of Directus), which regulates your use of the Directus Cloud services. If you do not agree with this Fair Usage Policy, do not use any of the Directus Cloud services. The limits outlined below apply only to current plans. If the limits within your Enterprise Cloud Service Agreement differ from those below, the Service Agreement supersedes.

You can use our self-service Cloud Dashboard to create Standard Cloud tier projects. These projects may serve cached API/Asset data, and/or impose caps on API request overages, asset bandwidth overages, total asset storage, or other metrics.

Standard Cloud projects are subject to the following technical limits:

Standard Cloud Metric	Max
Total Database Size	5GB
Total Asset Storage	100GB
Bandwidth Usage / month	100GB
Requests / month	1,000,000
Relational Depth / request	4
Items Read / request	100
Payload size / request	5MB
Image Size in Transformations	6000px x 6000px
Upload File Size	50MB
Simultaneous Upload Transformations	5

Details of each Enterprise project is outlined in its Enterprise Cloud Service Agreement. Contact our sales team for more information and pricing.

Technical Limits Policy

To ensure the best possible experience for all Cloud customers, we enforce technical limits. If your usage exceeds the following technical limits, we reserve the right to take corrective action, including but not limited to the throttling of API requests or suspending/terminating your account. If you do not agree with the technical limitations described below then do not use any of the Directus Cloud services.

Metric	Max
Teams	30 per account
Projects	100 per team
Project Creation	10 per hour
Value	50,000 characters per field

Support Policy

Due to the vast number self-hosted projects (over 23 million), our team simply doesn't have the resources to help everyone. Users self-hosting our open-source software can take advantage of our Community Support, or contact our sales team to discuss an add-on support agreement.

Paying users can take advantage of our Community Support for software and configuration questions, or report service issues to our Support Team. We will make reasonable efforts to ensure Standard Cloud service remains online and performant, however we do not provide uptime or response-time guarantees to Standard Cloud customers. Responses to service-related questions could take from a couple of hours to several days, depending on the queue and the nature of your inquiry. If you're interested in learning more about elevated support options, or purchasing an add-on premium support agreement, please contact our sales team.

Enterprise Cloud customers have access to both Basic and Premium support options with response-time SLAs. Contact our sales team to learn more about premium support retainer add-ons.

• Basic: 9am to 5pm ET, Monday through Friday (excluding US holidays)
• Premium: 24 hours / day, 7 days / week (for critical issues only)

Across all of our support options, there are a few topics that we can not help with unless explicitly itemized in your service agreement:

• Issues with your project's front-end
• Alpha and Beta features
• Third-party integrations
• Directus feature requests
• Log Analysis
• For clients using these features:
  • Direct Database Access
    • Direct database changes to system or data tables that affect the Directus Application
  • Custom Extensions
    • Code debugging
    • Code that breaks, errors, or interferes with the Directus Application

Refund Policy

At this time, we do not offer refunds for accidental project creations or abandoned projects, even when those instances may have remained empty or idle. Regardless of usage, each Cloud project reserves its own hardware, and therefore incurs infrastructure costs upon creation. For this reason, please create projects judiciously, and continue to closely monitor your projects over time. Our Cloud Dashboard offers a "Billing Contact" feature to ensure your team is made aware of any monthly charges.

Keep in mind that projects can be destroyed at any time via the Cloud Dashboard.