1. Commitment
Each calendar month, hosted sites, the Rimbra API and the dashboard will be available at least 99.9% of the time ("Monthly Uptime").
2. How uptime is measured
Downtime is any period of more than one minute in which the affected component returns server errors or cannot be reached from our independent monitoring, as published at status.rimbra.app.
Monthly Uptime is the total minutes in the month minus downtime, divided by the total minutes in the month.
3. Service credits
If Monthly Uptime falls below the commitment, you can claim a credit against your next invoice, as a share of that month's plan fee:
99.0% to below 99.9%: 10%. 95.0% to below 99.0%: 25%. Below 95.0%: 50%.
Credits are the only remedy for missing this SLA and can't be exchanged for cash.
4. Claiming a credit
Email support@rimbra.app within 30 days of the end of the affected month with your workspace and the times you were affected. We confirm or explain within 14 days.
5. What isn't covered
Downtime caused by your code, configuration, deployments or traffic you send; suspensions under the Terms or the Acceptable Use Policy; scheduled maintenance announced at least 48 hours ahead; beta features; third-party services outside our control, such as DNS providers, registrars or WhatsApp; and events outside our reasonable control.