Service Level Agreement
Uptime commitments and service credits for MonkeysCloud paid services.
This Service Level Agreement (“SLA”) describes the uptime commitments and service credits for MonkeysCloud paid services. This SLA applies only to paid instances and paid plan features. Free and Starter instances are not covered by this SLA.
1. Definitions
“Downtime” means a period during which the Service is unavailable or materially impaired for the customer, excluding: scheduled maintenance, force majeure events, customer-caused issues, issues with customer's network or equipment, and abuse or violation of the Terms of Service.
“Monthly Uptime Percentage” means the total minutes in a calendar month minus Downtime minutes, divided by total minutes in the month, expressed as a percentage.
“Service Credit” means a credit applied to your account, calculated as a percentage of the monthly fees for the affected paid instances during the month in which Downtime occurred.
2. Uptime Commitments
| Plan | Monthly Uptime Target | Applies To |
|---|---|---|
| Free plan (with paid instances) | 99.5% | Paid instances only |
| Team plan ($59/mo) | 99.9% | Paid instances + plan features |
| Enterprise plan ($399/mo) | 99.99% | Paid instances + plan features |
Free and Starter instances (size Free or Starter, $0) are not covered by any uptime commitment. They are provided on a best-effort basis.
3. Service Credits
If the Monthly Uptime Percentage falls below the committed level, you are eligible for Service Credits:
Team Plan Credits
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| 90.0% – 95.0% | 50% |
| Below 90.0% | 100% |
Enterprise Plan Credits
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 99.99% | 10% |
| 99.0% – 99.9% | 25% |
| 95.0% – 99.0% | 50% |
| Below 95.0% | 100% |
Service Credits are applied to the monthly fees of the affected paid instances and plan subscription for the month in which the Downtime occurred. Service Credits do not exceed 100% of the monthly fees for the affected services.
4. Exclusions
This SLA does not apply to:
- Free and Starter instances (size Free or Starter, $0/month)
- Scheduled maintenance with at least 24 hours' advance notice
- Force majeure events including natural disasters, war, pandemics, government actions, and Google Cloud Platform outages beyond our control
- Customer-caused issues including misconfiguration, code errors, excessive resource consumption, or DDoS attacks originating from customer infrastructure
- Features in beta or preview as designated in the documentation
- Third-party services accessed through the Service (external APIs, third-party integrations)
- Instances suspended for non-payment, terms violation, or exceeding tier limits
- Instances during 90-day free trial period unless the customer is also on a paid plan (Team or Enterprise)
5. How to Request Service Credits
To request a Service Credit:
- Submit a request to support@monkeys.cloud within 30 days of the end of the month in which the Downtime occurred
- Include your organization name, the affected instances, the dates and times of the Downtime, and a description of the impact
- We will verify the Downtime using our internal monitoring data
- Approved Service Credits are applied to your next billing cycle within 30 days
Service Credits are your sole and exclusive remedy for any failure to meet the uptime commitments in this SLA.
6. Support Response Times
| Severity | Description | Team Plan | Enterprise Plan |
|---|---|---|---|
| Critical | Service completely unavailable, all instances down | 4 hours | 1 hour |
| High | Major feature unavailable, significant performance degradation | 8 hours | 4 hours |
| Medium | Feature partially impaired, workaround available | 24 hours | 8 hours |
| Low | General question, minor issue, feature request | 48 hours | 24 hours |
Response times are measured during business hours (Monday–Friday, 8:00 AM – 6:00 PM Mountain Time) for Team plans, and 24/7 for Enterprise plans.
Free plan support is provided via community channels and documentation on a best-effort basis.
7. Scheduled Maintenance
We perform scheduled maintenance to update, patch, and improve the Service. Scheduled maintenance windows are:
- Announced at least 24 hours in advance via monkeys.cloud/status and email to organization admins
- Targeted during low-traffic hours (typically Tuesday or Wednesday, 2:00 AM – 6:00 AM Mountain Time)
- Designed to minimize impact — rolling updates are used where possible to avoid full outages
Scheduled maintenance is not counted as Downtime for SLA purposes.
8. Changes to This SLA
We may update this SLA from time to time. Changes that reduce uptime commitments or service credit percentages will be communicated at least 30 days in advance. Changes will not apply retroactively to Downtime that occurred before the effective date of the change.
9. Contact
For SLA-related inquiries or Service Credit requests:
Email: support@monkeys.cloud
Status Page: monkeys.cloud/status