Service Level Agreement (SLA)

Availability

The cloud service targets 99.9% monthly availability, and 99.99% on the Enterprise plan. Availability is measured excluding planned maintenance announced 72 hours in advance.

Credits

Service credits: 5% of the monthly amount per 0.1% below the availability target, capped at 30% of the monthly amount. Credits apply to paid plans only, upon written request within 30 days of the incident.

Exclusions

• Unavailability due to the customer’s network or equipment.
• Force majeure.
• Legitimate suspension for fraudulent use.
• Self-hosted versions: availability depends on the customer’s infrastructure.

Service status

The state of the service is communicated to customers by email and available on request from support (support@ubidesk.io).