Service Level Agreement

1. Uptime Commitment

SUPUP targets 99.9% monthly uptime for the production web dashboard and API ("Monthly Uptime Percentage"), measured as the percentage of total minutes in a calendar month during which the Service is available, excluding Excluded Downtime.

2. Excluded Downtime

• Scheduled maintenance announced in advance through the Service or status page.
• Emergency maintenance required to protect the security or integrity of the Service.
• Factors outside our reasonable control, including force majeure events and third-party network or infrastructure failures.
• Issues resulting from Customer configurations, integrations, equipment, or use in breach of the Terms.

3. Technical Support Response Targets

For Customers on eligible plans, we aim to provide the following initial response times:

• Critical (Service unavailable): within 4 business hours.
• High (major functionality impaired): within 8 business hours.
• Normal (general questions, minor issues): within 2 business days.

4. Service Credits

If we fail to meet the Monthly Uptime Percentage in a given calendar month, eligible Customers may request service credits applied to a future invoice. Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment. Requests must be submitted to support@supup.io within thirty (30) days of the affected month.