Service Level Agreement
Last updated: 12/5/2025
1. Introduction
This Service Level Agreement ("SLA") describes the uptime and availability commitments that Pingstreams makes for its Services. This SLA applies to paid subscription plans and is incorporated into your Customer Agreement. Terms not defined in this SLA have the meanings given in the Terms of Service.
This SLA does not apply to free trials, free tiers, or services explicitly designated as beta, preview, or experimental.
2. Definitions
- Services means the Pingstreams platform and core features available under your paid subscription plan.
- Uptime means the percentage of time the Services are available and accessible during a calendar month.
- Downtime means periods when the Services are unavailable or not functioning properly, excluding Scheduled Maintenance and Excluded Downtime.
- Monthly Uptime Percentage is calculated as:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100 - Scheduled Maintenance means planned downtime communicated at least 24 hours in advance.
- Service Credit means a credit applied to your future monthly subscription fees.
3. Service Commitment
Pingstreams commits to the following Monthly Uptime Percentages based on your subscription tier:
| Subscription Tier | Monthly Uptime Commitment |
|---|---|
| Starter | 99.0% |
| Professional | 99.5% |
| Enterprise | 99.9% |
4. Excluded Downtime
The following do not count as Downtime for SLA calculation purposes:
- Scheduled Maintenance windows announced at least 24 hours in advance.
- Emergency maintenance performed to address security vulnerabilities, critical bugs, or to prevent imminent harm.
- Unavailability caused by factors outside Pingstreams' reasonable control, including force majeure events, internet service provider failures, DDoS attacks, or natural disasters.
- Issues caused by Customer's own equipment, software, network, or actions (including violation of the Acceptable Use Policy).
- Failures of third-party services or integrations not under Pingstreams' direct control.
- Unavailability of beta, preview, experimental, or deprecated features.
- Suspension or termination of Services due to non-payment or Terms of Service violations.
5. Service Credits
If Pingstreams fails to meet the Monthly Uptime Commitment, you may be eligible for Service Credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
|
99.0% - 99.9% (Starter)
95.0% - 99.5% (Professional) 95.0% - 99.9% (Enterprise) | 10% of monthly fees |
|
95.0% - 99.0% (Starter)
90.0% - 95.0% (Professional) 90.0% - 95.0% (Enterprise) | 25% of monthly fees |
| Below 95.0% (Starter)
Below 90.0% (Professional/Enterprise) | 50% of monthly fees |
Service Credits are calculated as a percentage of the monthly subscription fees paid for the affected Services during the month in which the downtime occurred.
6. Claiming Service Credits
To receive Service Credits, you must:
- Submit a claim by emailing support@pingstreams.io within 30 days of the end of the month in which the downtime occurred.
- Include in your claim: your account details, the dates and times of unavailability, and a description of the issue experienced.
- Cooperate with Pingstreams to verify the claim (including providing logs, screenshots, or other evidence if requested).
Service Credits will be applied to your next monthly invoice after the claim is validated. Service Credits cannot be redeemed for cash and are forfeited if not used before account termination.
Service Credits are your sole and exclusive remedy for any unavailability or failure to meet the SLA commitments. The maximum total Service Credits issued in any calendar month will not exceed 50% of that month's subscription fees.
7. Monitoring and Reporting
Pingstreams uses automated monitoring to track uptime and performance. Uptime statistics and incident reports are available through our status page at status.pingstreams.com (or upon request for Enterprise customers).
Pingstreams will notify customers of significant service disruptions via email, in-app notifications, or status page updates.
8. Support Response Times
Pingstreams provides technical support according to the following response time targets:
| Severity Level | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical (Service down) | 4 hours | 2 hours | 1 hour |
| High (Major feature impaired) | 8 hours | 4 hours | 2 hours |
| Medium (Minor issue) | 24 hours | 12 hours | 8 hours |
| Low (General inquiry) | 48 hours | 24 hours | 12 hours |
Response times are measured during business hours (Monday-Friday, 9:00 AM - 5:00 PM PT, excluding holidays) for Starter and Professional plans. Enterprise plans receive 24/7 support coverage.
9. Changes to SLA
Pingstreams may modify this SLA from time to time. Material changes that reduce our commitments will be communicated at least 30 days in advance and will not apply retroactively.
10. Contact
For questions about this SLA or to submit a Service Credit claim:
support@pingstreams.io
For Enterprise customers: Your dedicated account manager