Service Level Agreement
Last updated: November 29, 2025
1. Service Availability
OrcaMonitor commits to the following uptime guarantees:
| Plan | Uptime Guarantee | Maximum Downtime/Month |
|---|---|---|
| Starter | 99.5% | 3 hours 39 minutes |
| Professional | 99.9% | 43 minutes 49 seconds |
| Enterprise | 99.99% | 4 minutes 23 seconds |
2. Scheduled Maintenance
- Scheduled maintenance windows: Sundays 02:00-06:00 UTC
- Advance notice: Minimum 72 hours for planned maintenance
- Emergency maintenance: Immediate notification via status page
3. Service Credits
If we fail to meet the SLA, you may be eligible for service credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
4. Support Response Times
| Priority | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical (P1) | 24 hours | 4 hours | 1 hour |
| High (P2) | 48 hours | 8 hours | 4 hours |
| Medium (P3) | 72 hours | 24 hours | 8 hours |
| Low (P4) | 5 business days | 48 hours | 24 hours |
5. Exclusions
This SLA does not apply to:
- Features labeled as "Beta" or "Preview"
- Outages caused by customer actions or third parties
- Force majeure events
- Scheduled maintenance windows
6. Claiming Service Credits
To claim service credits:
- Submit a request within 30 days of the incident
- Include affected dates and times
- Contact support@orcamonitor.com
7. Status Page
Monitor real-time service status at status.orcamonitor.com