uptimeMonitorService Level Agreement
Last updated: March 18, 2026
1. Overview
This Service Level Agreement ("SLA") describes uptimeMonit's commitment to service availability and the remedies available to paid customers if we fail to meet these commitments. This SLA applies to all paid plans.
2. Uptime Commitment
uptimeMonit commits to a 99.9% monthly uptime for our core monitoring and alerting infrastructure. Uptime is calculated as:
Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100"Downtime" means a period where the uptimeMonit platform is unable to execute monitoring checks or deliver alerts, as confirmed by our internal monitoring systems.
3. Exclusions
The following are not counted as downtime:
- Scheduled maintenance communicated at least 24 hours in advance.
- Issues caused by factors outside our reasonable control (force majeure, internet outages, DNS failures upstream of our infrastructure).
- Problems resulting from your equipment, software, or third-party services.
- Downtime caused by your misuse of the Service or violation of the Terms of Service.
- Features labeled as "beta" or "experimental".
4. Service Credits
If we fail to meet the 99.9% uptime commitment in a given calendar month, paid customers are eligible for service credits:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next billing cycle and cannot exceed 50% of the monthly fee. Credits are not redeemable for cash.
5. Requesting Credits
To request a service credit, contact our support team within 30 days of the incident at support@uptimemonit.com. Include your account details and the dates/times of the downtime. We will review and respond within 5 business days.
6. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service is completely unavailable | 1 hour |
| High | Major feature degraded or unavailable | 4 hours |
| Medium | Minor feature issue or question | 1 business day |
| Low | General inquiry or feature request | 2 business days |
7. Changes to This SLA
We may update this SLA from time to time. Changes will not reduce the level of service commitment during an active billing period. Material changes will be communicated at least 30 days in advance.
8. Contact
For questions about this SLA or to report a service issue, contact us at support@uptimemonit.com or visit our Contact page.