📄 Service Level Agreement

Our Commitment to Reliability

Version 1.0 — Effective January 2026

WebStatus247 provides uptime, performance, and reliability monitoring services designed to offer consistent availability and timely alerting. This Service Level Agreement outlines our guarantees, support commitments, and credit policies.

Key Guarantees

Our commitment to service excellence

⚡

99.95% Uptime

Platform availability guarantee with credit compensation

🔔

Fast Alert Delivery

Webhooks in <20s, Email in <60s, Slack in <90s

🛡️

Multi-Node Accuracy

Geographically distributed monitoring with retry logic

💬

Priority Support

Critical issues responded to in under 1 hour

📖 Definitions

Service Availability

The percentage of time WebStatus247's monitoring and alerting infrastructure is operational and accessible, excluding Scheduled Maintenance.

Downtime

Periods when core monitoring infrastructure is unavailable or unable to perform checks, deliver alerts, or provide dashboard access.

Scheduled Maintenance

Planned maintenance windows announced at least 48 hours in advance, typically executed during low-traffic hours.

Customer

A subscriber of any paid WebStatus247 plan.

✅ Customer Obligations

  • Ensure correct contact channels for alerts
  • Avoid abusive API usage patterns
  • Keep monitor configurations valid
  • Maintain functioning DNS & SSL

Uptime Commitment

99.95%Monthly Platform Uptime Guarantee

Included Services

Monitoring engine availabilityDashboard availabilityAPI availabilityAlert delivery systemsStatus page availability

Measurement Method

Uptime is calculated monthly using the following formula:

(Minutes in month – Downtime minutes) ÷ Minutes in month × 100%

Exclusions

❌Customer-side network or configuration errors
❌DNS propagation delays outside our control
❌Third-party service outages (SMS/email gateway providers)
❌DDoS attacks targeting customer infrastructure
❌Force majeure events
❌Scheduled maintenance
❌Misuse or abuse of services

SLA Credit Policy

If monthly uptime falls below guaranteed levels, customers may claim credits as follows:

Monthly UptimeCredit Percentage
99.95% – 98.99%10% credit
98.99% – 96.99%20% credit
96.99% – 90.0%40% credit
Below 90%100% credit

Conditions to Claim Credits

✅Only paid plans qualify
✅Credit request must be submitted within 10 days after the incident month
✅Credit applies to the next billing cycle
✅Credit is not redeemable for cash

How to Request SLA Credit

Email: support[@]webstatus247.com

Subject: SLA Credit Request – [Month]

Include:

  • Account email
  • Affected monitors
  • Timeframe of perceived outage
  • Any relevant logs or evidence

Response Time Commitments

Operational Support Response Times

Issue SeverityExampleResponse Time
CriticalPlatform outage, massive alert failure< 1 hour
HighAPI performance issues, region-wide delays< 4 hours
MediumDashboard bugs, UI issues< 12 hours
LowFeature requests, general questions< 24 hours

Support Channels

📧 Email💬 In-app support🔗 Dedicated Slack channel

Alert Delivery SLA

WebStatus247 commits to reliable alert delivery via multiple channels:

📧 Email📱 Push notifications🎮 Discord💼 Slack🔗 Webhooks📢 Telegram⚡ Zapier🏢 Microsoft Teams

Alert Delivery Latency Targets

Webhook< 20 seconds
Slack/Discord< 30 seconds
Email< 60 seconds

*SMS delivery varies by carrier availability.

Monitoring Accuracy Commitment

🌍
Multi-Node Verification

Checks performed from multiple geographically-distributed nodes

🔄
3-Level Retry Logic

Each check includes auto-retry validation to avoid false positives

🤖
Smart Filtering

Advanced false-positive filtering and global failover systems

🛠️ Scheduled Maintenance Policy

📅
48-hour advance notice

All maintenance communicated in advance

🌙
Low-traffic hours

Scheduled during 02:00 – 05:00 UTC

📢
Multiple notifications

Via email and status page

💾 Data Retention & Backup Policy

Plan TypeLog RetentionStatus Page History
Free30 days30 days
Basic Plan90 days90 days
Premium Plan180 days180 days
Enterprise Plan365 days365 days
Backup Strategy: Daily encrypted backups with 30–90-180-365 day retention depending on plan

📋 SLA Exclusions & Termination

This SLA does not apply to:

  • Beta features and experimental APIs
  • Free tier customers
  • Custom scripts or unsupported monitor types

Policy Updates

WebStatus247 reserves the right to update this SLA. Changes take effect 30 days after publication.

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WebStatus247 SLA Overview – 99.95% Uptime Guarantee