This Service Level Agreement ("SLA") applies to Umi Cloud subscriptions on paid plans. Enterprise customers receive the SLA as part of their contract.
1. Uptime target
Our monthly uptime target for the Umi Cloud Service is 99.9%, measured across calendar months, excluding scheduled maintenance.
2. How uptime is measured
Uptime is the percentage of minutes in a month during which the Service is available, measured by our monitoring systems from regions independent of our production infrastructure.
3. Service credits
If uptime falls below the target in a month, eligible customers receive a credit on their next invoice.
Credits are requested by emailing the support address within 30 days of the affected month. Credits are the sole remedy for uptime failures and cannot exceed 100% of the monthly fee.
4. Exclusions
Downtime does not count toward the target when caused by:
- Scheduled maintenance announced at least 24 hours in advance.
- Force majeure events, including acts of third-party infrastructure providers.
- Customer-caused issues, including misconfiguration, misuse, or actions of customer-configured agents.
- Free plans, trials, and on-premise installations, which this SLA does not cover.
5. On-premise deployments
Self-managed installations are not covered by this uptime SLA; support commitments for them are defined in the enterprise agreement.
6. Status
Current and historical availability is published on our status page.