Service Level Agreement

Last updated: May 1, 2026

This Service Level Agreement ("SLA") governs the uptime guarantees for the SignalStack API and related services. This SLA applies to all paid plans (Starter, Business, and Enterprise) on the SignalStack platform.

1. Uptime Guarantees

SignalStack commits to maintaining a Monthly Uptime Percentage (MUP) for the API as follows:

"Monthly Uptime Percentage" is calculated as: (Total minutes in the month - Downtime minutes) / Total minutes in the month x 100%. "Downtime" means the API is unavailable for at least five consecutive minutes, confirmed by SignalStack's monitoring systems.

2. Service Credits

If we fail to meet the MUP for a given month, you may request service credits as follows:

Service credits are calculated as a percentage of the monthly fees paid for the affected month. Credits are applied to future invoices and do not entitle you to a refund. The maximum total credit for any single month is 50% of your monthly fees.

3. Credit Request Procedure

To request service credits, you must submit a written request to support@signal-stack-ten.vercel.app within 30 days of the end of the month in which the downtime occurred. Your request must include:

• Your account identifier or email associated with the account.
• The dates and times of the alleged downtime.
• Any relevant error logs or monitoring data.

We will review your request and respond within 15 business days. Credits are the sole and exclusive remedy for any failure to meet the MUP.

4. Exclusions

Downtime does not include periods of unavailability caused by:

• Scheduled maintenance: We will provide at least 48 hours' notice for scheduled maintenance. Enterprise customers receive 7 days' notice. Scheduled maintenance is typically performed during low-traffic windows and limited to 2 hours per month.
• Emergency maintenance: Critical security patches or incident response may require immediate action. We will notify affected customers as soon as reasonably possible.
• Force majeure: Events beyond our reasonable control, including natural disasters, war, terrorism, labor disputes, power outages, and acts of government.
• Your infrastructure or systems: Unavailability caused by your network, hardware, software, or configuration.
• Third-party services: Failures of upstream data sources, cloud providers, or internet infrastructure that are outside our control.
• API abuse: Downtime resulting from your violation of our Acceptable Use Policy or Terms of Service.
• Beta features: Features labeled as "beta," "preview," "experimental," or similar are not covered by this SLA.

5. Monitoring and Reporting

We monitor API availability using external monitoring services across multiple geographic regions. Our status page at signal-stack-ten.vercel.app/status provides real-time and historical uptime data. We publish monthly uptime reports for Business and Enterprise customers.

6. Enterprise SLA

Enterprise customers may negotiate additional SLA terms, including:

• Higher uptime guarantees (up to 99.995%).
• Faster credit accrual rates.
• Dedicated support with 15-minute response SLA for critical incidents.
• Custom maintenance windows.
• Annual uptime commitments with financial penalties beyond monthly credits.

7. Definitions

• "API" means the SignalStack public API endpoints, excluding the website, dashboard, documentation site, and status page.
• "Downtime" means the API is returning HTTP 5xx errors or is unreachable for at least five consecutive minutes.
• "Monthly Uptime Percentage" is the percentage of minutes in a calendar month during which the API was available, as measured by our monitoring systems.

8. Contact

For SLA-related inquiries or to report a service issue:

• Email: support@signal-stack-ten.vercel.app
• Status page: signal-stack-ten.vercel.app/status