The commitment
For accounts on a signed annual contract, RealUptime commits to 99.9% availability each calendar month for the web app and API, and separately for the monitoring network. Our own monitors measure both from several regions, and the lower of the two figures counts.
Availability is the share of the month's minutes in which the service was up. At 99.9%, a 30-day month allows 43.2 minutes of downtime.
Service credits
If a month falls short, you get a credit on your next invoice:
- below 99.9%: 10% of that month's fee
- below 99.0%: 25%
- below 95.0%: 50%
Credits are capped at 50% of the monthly fee. They are your only remedy for missed availability. Credits apply to future invoices only. They have no cash value and are not refunded.
Requesting a credit
Email billing@realuptime.io within 30 days of the month's end, naming your account and the month. We answer with that month's measured figure and the credit it earns.
A credit is owed only if, during that month, your account had no overdue invoice and was not in breach of the Terms of Use.
What is not counted
Not counted:
- maintenance announced at least 48 hours ahead
- outages caused by your own systems, or by your use against our documentation
- third-party services we do not run, including the email, SMS, voice and chat providers that deliver alerts
- features marked beta or preview, and free plans and trials
- suspension under the Terms of Use
- events outside our reasonable control
A month without measurements produces no credit claim either way, and the monthly report says so.
Related terms
This commitment is the separate written agreement section 18 of the Terms of Use refers to. Plans and yearly contracts are described on the pricing page.