Service level agreement

99.99% uptime SLA

Effective for Business and Agency subscribers. If MonitorAH's monthly availability drops below 99.99%, we credit your account on the next bill in proportion to the time lost.

Covered tiers

The 99.99% target applies to Business and Agency subscribers on monthly or yearly billing. Free / Starter / Pro receive best-effort availability without a credit-backed commitment.

What counts as unavailability

"Unavailability" means a continuous period (≥ 5 minutes) during which all of the following are true for our primary EU region:

  • the API at monitorah.com/api/v1/health returns non-2xx, OR
  • the dashboard at monitorah.com returns non-2xx, OR
  • scheduled probe runs fail to write CheckLog rows for >20% of active monitors.

Independent third-party monitoring (Pingdom, StatusGator) is the tie-breaker if there's disagreement.

Pro-rated credits

The credit is calculated as:

credit = (minutes_unavailable / minutes_in_month) × monthly_fee × 10

The 10× multiplier ("we owe you ten times the time we cost you") caps at 100% of one month's fee. Credits apply automatically on the next invoice.

Exclusions

  • Scheduled maintenance announced 24 hours in advance via /status
  • Upstream provider failures (Hetzner, Postal, Stripe, Twilio) lasting under 60 minutes
  • Customer-side actions: revoked API keys, monitor configs that reference unreachable hosts
  • Force majeure

How to claim

Credits are issued automatically when our internal availability check triggers. If you believe an outage went unrecorded, email support@monitorah.com within 30 days with the time window and any third-party evidence.

Historical uptime

Live uptime is published at /status/monitorah with monthly aggregates. The page is itself monitored from outside the primary region.