Service Level Agreement (SLA)
Effective date: 2025-09-08. This SLA applies to customers on the Pro plan (or as stated in an Order Form). Capitalized terms not defined here have the meanings in the Terms of Service.
1) Monthly Uptime Percentage (MUP)
We commit to a Monthly Uptime Percentage of 99.9% for public API endpoints. Uptime is measured via our external probes at multiple regions. “Downtime” excludes scheduled maintenance (with notice), force majeure, customer-side issues, Internet/ISP failures, and third-party outages beyond our control.
| MUP | Service Credit |
|---|---|
| 99.0% ≤ MUP < 99.9% | 5% of the monthly fee |
| 95.0% ≤ MUP < 99.0% | 10% of the monthly fee |
| MUP < 95.0% | 25% of the monthly fee |
Credits are applied to the next invoice and represent your sole and exclusive remedy for SLA breaches. Credits are capped at fees paid for the affected month.
2) Measurements & reporting
- We use independent uptime checks (e.g., Better Stack/Uptime) from multiple regions.
- Requests to
/v1/healthand representative read endpoints are included in availability checks. - We publish incident summaries on the status page when applicable.
3) Incident classes & targets
| Severity | Example | Initial Response | Mitigation Target |
|---|---|---|---|
| SEV-1 | API unavailable for most customers | < 15 minutes | Restore core availability < 1 hour |
| SEV-2 | Degraded performance or elevated error rates | < 30 minutes | Stabilize < 4 hours |
| SEV-3 | Minor functional impact; partial region issue | < 1 business hour | Workaround or fix < 2 business days |
Targets are best-effort SLOs, not guarantees; credits are based solely on MUP as defined above.
4) Maintenance & exclusions
- Scheduled maintenance will be announced in advance and typically occurs during low-traffic windows.
- Exclusions include: force majeure, Internet routing/ISP failures, issues caused by your code or infrastructure, misuse or breach of Terms, and third-party provider outages outside our reasonable control.
5) Claim process
- Submit claims within 30 days after the month ends to support@useportpulse.com with request IDs, timestamps, and impact description.
- We will validate against our logs and status provider data and respond within 15 business days.
6) Changes
We may update this SLA on renewal or with notice as permitted by the Terms of Service.