Service Level Agreement
1. Scope
This SLA applies to paid subscriptions on the Scale plan. It covers the availability of the SkuBase portal and the Skubase API.
2. Uptime commitment
We commit to 99.9% monthly uptime, measured over each calendar month. Uptime is calculated as the number of minutes in the month during which both the portal and the API respond normally, divided by total minutes in the month.
3. Exclusions
The commitment does not apply to downtime caused by:
- scheduled maintenance announced at least 48 hours in advance (kept outside core business hours where possible);
- emergency security maintenance;
- issues in your or your integrations' networks, systems or API usage;
- third-party outages beyond our reasonable control (upstream cloud providers, internet transit) to the extent not caused by our configuration;
- suspension under the acceptable-use or non-payment terms; or
- force majeure events.
4. Service credits
| Monthly uptime | Service credit |
|---|---|
| 99.9% or above | None |
| Below 99.9% to 99.0% | 10% of that month's fee |
| Below 99.0% to 95.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Credits are applied against your next invoice. To claim, email support@skubase.co within 30 days of the end of the affected month. Credits are the sole remedy for downtime under this SLA and are forfeited if the subscription is cancelled during the claim period.