This SLA is part of the Terms of Service for customers on all paid plans.
Uptime Commitment
The portal and API will be available at least 99.9% of each calendar month.
Monthly uptime is the share of minutes in the month in which the portal and API were available, as measured by our monitoring and shown on the status page.
Service Credits
| Monthly uptime | Credit (share of that month's fee) |
|---|---|
| Below 99.9% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
On the Ultimate plan, which has no monthly fee, the same percentages apply to the check credits used in the affected month, and the service credit is added to your balance.
To claim a credit, email legal@generatorlabs.com within 30 days of the end of the affected month. Credits apply to future invoices (or your Ultimate balance), can't be exchanged for cash, and are capped at 50% of that month's fee or usage. Credits are your only remedy for missing the uptime commitment.
Exclusions
Downtime doesn't count when it's caused by:
- Scheduled maintenance announced at least 48 hours ahead, up to 4 hours a month.
- Your systems, networks, or actions, or use that breaks the Acceptable Use Policy.
- Third-party services outside our control, such as public DNS, blacklist operators, or your alert channels.
- Events covered by the force majeure section of the Terms.
Outages at our hosting provider count as downtime.
Monitoring Checks
Checks run on their schedule while the Service is up. Results depend on outside sources (such as blacklist operators, DNS, and the endpoints you monitor), so the accuracy and timing of results aren't covered by this SLA.