Service Level Agreement
Last updated: 2026-08-30
We commit to 99.9% monthly availability for published status pages and 99.5% for the dashboard and API, on paid plans. If we miss it, you get a credit — and you do not have to argue for it.
1. Who this applies to
This SLA is offered by Nancy Sahu to organisations on a paid IsItStillUp plan (Starter, Pro, Business, Enterprise or a Custom agreement). It forms part of our Terms & Conditions.
The Free plan is provided as-is with no availability commitment. We still work just as hard to keep it up — it runs on the same infrastructure — but a free service that owes credits is not a service we can promise honestly.
2. What we commit to
Two different things are being measured, because they are two different systems with genuinely different risk profiles.
| Service | Monthly availability | What it covers |
|---|---|---|
| Published status pages | 99.9% | Your public status page and its machine-readable feeds (status.json, summary.json, RSS, Atom, iCal), on our domain or your custom domain. |
| Dashboard and API | 99.5% | Signing in, editing components, posting incident updates, and the REST API used to do the same things programmatically. |
| Notification dispatch | Best effort | Email and SMS delivery depends on providers and recipient mail systems we do not control. We commit to dispatching promptly, not to a delivery guarantee nobody can honestly make. |
The two numbers differ on purpose. A published page is pre-rendered static HTML served from object storage replicated across two regions, with no database on the request path — so it keeps answering during failures that would take the dashboard offline. (A CDN in front of it is designed for and not yet enabled; see the trust page.) That is the entire architectural argument for this product, and the SLA reflects it rather than flattening both into one comfortable number.
3. How availability is measured
Availability for a calendar month is the percentage of five-minute intervals in which the service responded successfully, measured from our own monitoring outside the affected region.
- Unavailable means requests fail or time out for reasons within our control, for the whole interval. A partially degraded response — a page that loads but with stale data — is not counted as downtime, though we will tell you about it.
- Scheduled maintenance announced at least 48 hours in advance is excluded, and is capped at four hours per month.
- Excluded: failures of your DNS provider or registrar; a custom domain whose records you changed or whose certificate you blocked; your own network or firewall; misuse of the API past documented rate limits; and force-majeure events.
- Also excluded: a third-party provider outage that takes the whole region with it. We will still tell you what happened and will still consider a goodwill credit — we would rather be generous than technically correct — but we will not promise what we cannot control.
4. Service credits
If we miss the commitment for a service in a calendar month, you are entitled to a credit against that month’s subscription fee:
| Monthly availability | Credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
- Credits apply to the affected month’s fee and are capped at 100% of it.
- A credit is applied to your next invoice. Where you have already paid in advance and are leaving, we will refund the equivalent amount instead — a credit you cannot use is not a remedy.
- Service credits are the sole remedy under this SLA. They do not limit your rights under consumer law.
How to claim
Email support@isitstillup.com within 30 days of the end of the affected month, with your organisation name and roughly when you saw the problem. You do not need to prove the outage or produce logs: if our own monitoring shows we missed the number, we will apply the credit. If we already know we missed it, we will contact you first — you should not have to notice on our behalf.
5. Support response targets
Separate from availability, this is how quickly a human replies. These are first-response targets during our working hours, which are 09:00–18:00 IST, Monday to Friday, excluding Indian public holidays.
| Plan | First response |
|---|---|
| Free | Community |
| Starter | 2 business days |
| Pro | 1 business day |
| Business | 8 business hours |
| Enterprise | 4 business hours |
We are a very small team in one time zone, and we would rather write that plainly than imply a follow-the-sun rota that does not exist. What we do commit to is this: our own alerting pages a human for platform-wide problems around the clock, so an outage affecting every customer does not wait for office hours even though a question about billing might.
If round-the-clock contractual support is a requirement for you, say so before you buy — it is one of the things a Custom agreement can cover, and we would rather tell you no than sell you a promise we would break.
6. Changes to this SLA
We may update this SLA. If a change reduces a commitment, it takes effect at your next renewal rather than immediately, and we will email the organisation’s owners before it does. The version in force for your subscription is the one published on the day the subscription period began.
7. Contact
Questions about this SLA, or a claim under it: support@isitstillup.com. Our current uptime and any live incident are published on our own status page, which runs on this product.