1. Availability target

We aim for 99.99% uptime for paying clients ([UPTIME_TARGET]). [LEGAL_NAME] will use commercially reasonable efforts to make the covered service available to that target in each calendar month.

The target applies to each service on its own. It does not guarantee the whole monthly invoice. It covers current and future DataPulse services, except the exclusions in section 3. Dedicated servers are outside this SLA.

The covered service means the DataPulse application components listed here: [COVERED_COMPONENTS]. A typical list is account sign-in, the customer dashboard, and the ingestion endpoint for plans that include ingestion. Name the real components before publishing.

2. Downtime and how we measure it

Downtime is an unplanned interruption that leaves you unable to reach the service, where our management confirms the cause was inside our own service or our network. We add up those minutes across the calendar month.

Availability is measured by [LEGAL_NAME] for the customer’s workspace. A minute counts as unavailable when the covered service does not respond to valid authenticated requests, or when ingestion that the plan includes rejects valid traffic, for reasons within our control. The status page, if we publish one, is at [STATUS_URL].

The target applies to the affected workspace. It is not a promise about a whole invoice that also covers unaffected workspaces or professional services.

We are not responsible for downtime caused by software you run, or by an upstream provider that sits beyond our network. Time when the service is unavailable because of the customer’s systems, credentials, query design, or connected third-party sources is not downtime under this SLA.

3. Exclusions

Credits, refunds, and account credit under this SLA are not available for:

• scheduled maintenance for which we gave at least [MAINTENANCE_NOTICE] notice, or emergency maintenance needed to address a security or stability risk
• extreme weather at a data centre, or any other event the law treats as outside a party’s control
• availability of our public website, DNS, API, or control panel, as distinct from the hosted service itself
• unlawful activity aimed at you or carried out from your service, including denial-of-service attacks, illegal use of the server, and terminations
• your own internet connection, equipment, or any outage we did not cause
• a service that fails because it needs more resources than the plan you bought, or Customer Content / configuration / volume that exceeds plan limits
• dedicated servers
• a third-party service that the customer chose to connect, other than the subprocessors we use to run the covered service
• suspension or termination under the Terms of Service
• a beta or preview feature
• a claim we reasonably believe is fraudulent
• MySQL connection limits, which are a feature and are not part of the uptime package

4. Outage credits

A credit is available when a covered service stays unreachable for more than 30 minutes in a row. After that first 30 minutes, each further 30 minutes of continuous downtime earns 1% of the monthly price of the affected service, up to 100% of that service’s monthly price. A quarterly or longer plan is credited on the monthly share of the affected service, not on the whole prepayment. We decide whether a claim qualifies.

5. How to ask for a credit

Open a support ticket (Discord or panel) within 14 days after the outage ends. Include the affected service, the approximate start and end times, and any ticket IDs already opened during the incident. We confirm eligibility and apply any credit to the account. Credits are not cash refunds unless the law requires otherwise.

6. Contact

SLA questions: [EMAIL] or Discord support. This SLA is governed with the Terms of Service.