Service Level Agreement

Last updated: 2026-03-26

Version: sla_v1_2026_03_26

Identity and contact: MonitUp (brand and service name), [email protected].

Introduction

During the term of an eligible MonitUp license (the "Agreement"), MonitUp's monthly service availability target for the covered software and services (the "System") is 99.0% in a calendar month (the "MonitUp SLA").

MonitUp aims to maintain availability at or above this target as part of normal operations. If availability falls below the target, and if the Customer meets the process requirements below, MonitUp may consider issuing Service Credits in accordance with this page.

Definitions

The following definitions apply to the MonitUp SLA:

• "Downtime" means when there is more than a five percent user error rate across all of a Customer's Users. Downtime is measured based on server-side error rate.
• "Service" means MonitUp software and related covered services under the Agreement.
• "Service Credit" means the number of days of Service to be added to the end of the Service term at no charge to Customer.

Customer Must Request Service Credit

To request review for Service Credits, Customer must notify MonitUp within thirty (30) days from when the relevant downtime event occurred. Requests submitted outside this period may not be eligible for credit consideration.

Maximum Service Credit

Where MonitUp approves Service Credits under this SLA, the aggregate maximum for all Downtime in a single calendar month will not exceed 15 days of Service (or the value of 15 days of Service as an account credit for monthly-billing customers). Service Credits may not be exchanged for cash.

MonitUp SLA Exclusions

The MonitUp SLA does not apply to services that expressly exclude this MonitUp SLA, or to performance issues caused by: (i) force majeure events, or (ii) Customer equipment or third-party equipment not within MonitUp's primary control.

Updates

MonitUp may update this Service Level Agreement by publishing a revised version on this page.