Scope
This SLA covers the production endpoints of the Scale tier and any higher tier that references it. The free Platform tier is provided as-is without an uptime commitment. Studio engagements have their own SLAs recorded in the order form.
Definitions
'Monthly Uptime' is the percentage of a calendar month during which the covered endpoints returned a valid response within their published latency budget. 'Downtime' is any five-minute period during which every request to a covered endpoint from a healthy client failed with a 5xx error, a network error, or a latency exceeding ten times the p50 target.
Target and credits
The Monthly Uptime target on the Scale tier is 99.99%. If we miss the target in a given calendar month, you are entitled to a service credit on the next invoice — 10% for uptime at or above 99.9%, 25% for uptime at or above 99.0%, and 50% for uptime below 99.0%. Credits cap at 50% of the monthly fee for the affected service.
Exclusions
The following are excluded from the Downtime calculation: scheduled maintenance announced at least 48 hours in advance; emergency maintenance where a delay would compromise security; force majeure events beyond our reasonable control; issues caused by your code, configuration, or third-party integrations we do not run; issues caused by suspension for a breach of the acceptable-use policy; and use exceeding the fair-use limits of your tier.
Measurement
We measure availability from our own monitoring at the platform edge, aggregated per endpoint per five-minute bucket. Where you have your own monitoring showing a materially different result, share the raw records with us and we will reconcile them in good faith.
How to claim a credit
Email hello@myndstack.io with the subject line "SLA credit" and the affected account within 30 days of the end of the impacted month. Include the endpoint, the impacted window, and any client-side evidence you have. We confirm the credit or explain the exclusion within ten business days, and the credit lands on the following invoice.
Sole remedy
Service credits are the sole and exclusive remedy for any failure to meet the target set out here. Anything beyond that — including termination rights for repeated misses — is governed by the order form or Master Services Agreement between us.
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