This Service Level Agreement (the "SLA") applies to eligible paid plans as identified in your order or plan, and is part of our Terms of Service. It does not apply to free plans, trials, or beta features unless expressly stated.
1 Definitions
"Monthly Uptime Percentage" means the total minutes in a calendar month, minus minutes of Downtime, divided by the total minutes in that month. "Downtime" means sustained unavailability of the core application to substantially all users, as measured by our monitoring, excluding the items in Section 3. "Service Credit" means a credit against future fees, calculated under Section 4.
2 Uptime commitment
We will use commercially reasonable efforts to make the core application available with a Monthly Uptime Percentage of at least 99.9% during each calendar month.
3 Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance for which we gave advance notice, or emergency maintenance;
- factors outside our reasonable control, including failures of third-party infrastructure, networks, or integrations;
- your equipment, software, or network, or your or your users' acts or omissions;
- use of the Services in breach of the Terms or the Acceptable Use Policy; or
- free plans, trials, beta, or preview features.
4 Service credits
If we do not meet the uptime commitment in a calendar month, you may request the following Service Credit:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but at least 99.0% | 10% of the monthly fee for the affected Services |
| Less than 99.0% but at least 95.0% | 25% of the monthly fee for the affected Services |
| Less than 95.0% | 50% of the monthly fee for the affected Services |
Service Credits are your sole and exclusive remedy for any failure to meet the uptime commitment. Credits apply to future invoices, are not refunds, and may not exceed the fees for the affected Services in the relevant month.
5 How to claim a credit
To claim a Service Credit, email support@stelaah.com within 30 days after the end of the affected month, with the dates and times of the Downtime and any supporting information. We will validate the claim against our monitoring and apply any credit due.
6 Support response targets
For eligible plans, we aim to provide an initial response within the following targets, based on the severity you report:
| Severity | Target first response |
|---|---|
| Critical — Services down for all users | Within 4 business hours |
| High — major feature unusable, no workaround | Within 1 business day |
| Normal — partial or minor impact | Within 2 business days |
These are targets for first response, not resolution times, and apply during our standard support hours unless your plan states otherwise.
7 Maintenance
We perform routine maintenance to keep the Services secure and reliable. We aim to schedule maintenance that may cause downtime outside peak hours and to give advance notice where practical. Emergency maintenance may be performed without notice to protect the security or integrity of the Services.
8 Changes and contact
We may update this SLA from time to time; material changes take effect at your next renewal. Questions go to support@stelaah.com.
Questions about this policy? Email legal@stelaah.com.
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