Service Level Agreement

Overview

This Service Level Agreement ("SLA") describes our uptime commitment and credit policy for Monitor by PodPapa. It applies to all paid subscription plans and is part of the Terms of Service.

This SLA covers the availability of the Monitor platform itself — the dashboard, monitoring engine, and alert delivery system. It does not cover the uptime of the external websites or servers you configure Monitor to watch.

Uptime Commitment

PodPapa commits to 99.9% monthly uptime for the Monitor platform, calculated as:

This commitment covers:

• The Monitor dashboard and web interface being accessible to users
• The monitoring engine actively performing checks at your configured intervals
• Alert notifications being dispatched when monitors change state
• The REST API being available for programmatic access
• Public status pages being accessible to your end users

Uptime is measured on a per-calendar-month basis. Each month is evaluated independently.

What Counts as Downtime

"Downtime" is any continuous period of 5 minutes or more during which the Monitor platform is completely unavailable — users cannot access the dashboard and the monitoring engine has stopped running checks.

The following do NOT count as downtime:

• Scheduled maintenance announced at least 24 hours in advance
• Partial degradation where core monitoring continues but secondary features are slow
• Slowness or increased latency that does not cause complete unavailability
• Outages caused by your own actions, misconfigurations, or Terms violations
• Third-party service outages outside our direct control (CDN, DNS, cloud region)
• Incidents shorter than 5 continuous minutes

Monitoring Check Intervals

Checks run at your configured interval per plan. We commit to the following delivery accuracy:

Under heavy load, checks may be slightly delayed but will never be skipped — they execute as soon as the system recovers.

Service Credits

If monthly uptime falls below 99.9%, you receive a credit on your next invoice — calculated based on severity:

• Credits are applied automatically to your next invoice — no action needed
• Credits are non-transferable and cannot be exchanged for cash
• For annual plans, monthly equivalent is used (annual fee ÷ 12)
• Maximum credit per month is capped at 30% of your monthly fee

Exclusions

The following are excluded from SLA calculations and do not qualify for credits:

• Scheduled maintenance — announced ≥24 hours in advance
• Emergency maintenance — to prevent data loss or security compromise
• Your own actions — misconfigurations, API abuse, or Terms violations
• External dependencies — cloud provider outages, DNS failures, internet backbone issues
• Force majeure — natural disasters, war, government actions
• Free or trial accounts — this SLA covers paid plans only
• Beta features — features explicitly marked as experimental

Incident Response

When a platform incident occurs, we commit to the following response timeline:

Reporting an Incident

Credits are applied automatically. If you believe a qualifying incident wasn't captured, report it within 30 days:

• Email hello@podpapa.com with subject: "SLA Credit Request"
• Include your account email, incident start/end time, and a brief description
• We'll respond within 5 business days with our determination

SLA Changes

Changes that reduce your SLA rights will be communicated via email at least 30 days before taking effect. Changes that improve your rights (higher uptime guarantee or higher credits) may take effect immediately.

Continued use of Monitor after the effective date constitutes acceptance of the updated SLA.

Contact

For credit requests, incident reports, or uptime questions — we respond within 2 business days.