Service Level Agreement
Last updated: April 2026
This Service Level Agreement ("SLA") describes the availability commitment for the Uptrue monitoring platform operated by Vision Software Solutions Limited. This SLA applies to paid plans only and is subject to the terms and exclusions below.
Important:This is the SLA for the Uptrue platform itself — not for the websites and services you monitor using Uptrue. We commit to keeping Uptrue available so that your monitoring runs reliably.
1. Uptime Target
Uptrue targets 99.9% platform availability per calendar month for all paid plans. This means no more than approximately 43 minutes of unscheduled downtime per month.
2. How We Measure Availability
Availability is calculated as follows:
Monthly Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as any period of 5 or more consecutive minutes during which the Uptrue platform is unable to receive check results, process alerts, or serve the dashboard to authenticated users, as measured by our internal monitoring systems.
Brief intermittent errors lasting less than 5 consecutive minutes are not counted as downtime.
3. Service Credits
If Uptrue fails to meet the 99.9% uptime target in any calendar month, affected customers on paid plans may request service credits as follows:
| Monthly Uptime % | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of that month's fee |
| 95.0% – 99.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Service credits are issued as account creditsapplied to future invoices. Credits are not redeemable as cash refunds. The maximum credit for any single month is capped at 100% of that month's subscription fee.
4. How to Claim Credits
To request a service credit:
- Email support@uptrue.io within 30 days of the end of the month in which the downtime occurred.
- Include your account email, the dates and approximate times of the downtime you experienced, and a brief description of the impact.
- We will verify the claim against our internal monitoring records and respond within 10 business days.
If the claim is validated, the credit will be applied to your next billing cycle.
5. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance: Planned maintenance announced at least 48 hours in advance via our status page and email notifications.
- Force majeure: Events beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, power failures, or widespread internet outages.
- Third-party failures: Outages or degradation in third-party infrastructure providers (including Vercel, Supabase, Stripe, or DNS providers) that are outside our direct control.
- Customer-caused issues: Downtime resulting from your equipment, software, network, or configuration, including exceeding API rate limits.
- Abuse or violation: Suspension or termination of your account due to violation of our Terms of Service or Acceptable Use Policy.
- Beta or preview features: Any feature explicitly labelled as beta, preview, or experimental.
6. Free Plans
This SLA and the service credit mechanism apply to paid plans only. Free plan users benefit from the same infrastructure and our best-effort availability, but are not eligible for service credits.
7. Sole Remedy
Service credits as described in this SLA are your sole and exclusive remedy for any failure by Uptrue to meet the availability target. This SLA does not modify or replace any other provision of our Terms of Service.
8. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated via email at least 30 days before taking effect. Continued use of the Service after changes take effect constitutes acceptance of the revised SLA.
9. Contact
For SLA enquiries or credit claims, contact us at:
- Email: support@uptrue.io
- Post: Vision Software Solutions Limited, C/O Benison Solvers Limited, 1000 Great West Road, Brentford, United Kingdom, TW8 9DW