Service Level Agreement

Last updated: March 9, 2026

1. Overview

This Service Level Agreement ("SLA") is part of and subject to the GoPinger Terms of Service. It describes the uptime commitments and service credit remedies available to eligible paid subscribers of GoPinger ("the Service").

• This SLA applies only to Pro and Enterprise plan subscribers with an active, paid subscription in good standing
• Free plan accounts have no SLA and no uptime guarantee of any kind
• "Service" as defined in this SLA refers exclusively to the GoPinger core monitoring platform's ability to execute monitoring checks and process alerts

2. Uptime Commitment

Uptime is measured on a calendar month basis, calculated as: (Total Minutes − Downtime Minutes) / Total Minutes × 100%.

3. Definitions

• Downtime: A period during which the core monitoring engine is completely unable to execute monitoring checks and process alert notifications. Degraded performance, increased latency, or partial service impairment do not constitute Downtime
• A Downtime incident must last a minimum of 5 consecutive minutes to qualify for SLA credit purposes
• Downtime does not include: status page availability, dashboard accessibility, API response time degradation, report generation delays, or notification delivery times
• Downtime is measured solely by GoPinger's internal monitoring systems. GoPinger's measurement data is authoritative and final for all SLA calculations

4. Service Credit Calculation

If GoPinger fails to meet the applicable uptime commitment in a given calendar month, eligible customers may request service credits as follows:

• The maximum service credit for any single calendar month is 50% of that month's subscription fee. This is a hard cap and shall not be exceeded under any circumstances
• Service credits are applied to future invoices only and are never issued as cash refunds
• Service credits are non-transferable and cannot be applied to other accounts or organizations
• For annual subscribers, the monthly fee is calculated as 1/12 of the annual subscription amount

5. Exclusions

The following events are excluded from Downtime calculations and do not qualify for service credits:

• Scheduled Maintenance: Planned maintenance communicated at least 48 hours in advance via email or in-app notification
• Emergency Maintenance: Urgent maintenance required for security patches, critical bug fixes, or infrastructure stability, performed with or without advance notice
• Force Majeure: Events beyond GoPinger's reasonable control, including but not limited to natural disasters, pandemics, acts of war or terrorism, government actions, civil unrest, power outages, or internet backbone failures
• Third-Party Outages: Failures of third-party infrastructure providers, DNS providers, CDN providers, cloud hosting platforms, or email delivery services
• Customer-Side Issues: Customer network failures, DNS misconfigurations, expired domains, firewall rules blocking GoPinger's monitoring probes, or any issue originating from the customer's infrastructure
• DDoS Attacks & Security Incidents: Distributed denial-of-service attacks, security breaches, or other malicious activity targeting GoPinger or its infrastructure
• Beta & Experimental Features: Any features designated as beta, preview, experimental, or early access
• Customer Violations: Issues arising from the customer's violation of the Terms of Service, Acceptable Use Policy, or API rate limits
• API Rate Limit Exceeded: Service degradation resulting from the customer exceeding documented API rate limits
• Screenshot Monitoring: Screenshot capture delays, rendering inaccuracies, failed captures, or screenshot storage availability are not covered by this SLA. Screenshot monitoring is a supplementary feature provided on a best-effort basis

6. Credit Request Procedure

• Service credit requests must be submitted in writing within 7 calendar days of the end of the month in which the Downtime occurred
• Requests submitted after this 7-day window are automatically forfeited
• Submit requests to [email protected] with your account email, organization name, and a description of the incident(s)
• GoPinger will verify all claims against its internal monitoring data. GoPinger's determination of Downtime duration and eligibility is final and binding
• Approved credits will be applied to your account within 30 days of the approved claim

7. Sole and Exclusive Remedy

Service credits described in this SLA are the sole and exclusive remedy for any failure by GoPinger to meet the uptime commitments described herein. Without limiting the generality of this section:

• GoPinger shall have no liability for any direct, indirect, incidental, special, consequential, or punitive damages arising from or related to Downtime or service interruptions
• GoPinger shall have no liability for lost revenue, missed business opportunities, missed alerts, undetected incidents, data loss, or any other damages, whether foreseeable or not, arising from service unavailability
• Customer acknowledges that monitoring services are provided on a best-effort basis and should not be the sole or primary mechanism for detecting critical system failures

8. Notification Delivery Disclaimer

This SLA does not cover the delivery of alert notifications through any channel, including but not limited to email, Slack, Microsoft Teams, webhooks, Freshdesk, or any other integration.

• Third-party notification channels are subject to their own reliability and service levels, which are outside GoPinger's control
• GoPinger is not liable for delayed, lost, duplicated, or undelivered notifications regardless of cause
• Customers are strongly advised to configure multiple redundant notification channels to mitigate the risk of missed alerts

9. Monitoring Accuracy Disclaimer

All monitoring results, metrics, and analytics provided by the Service are delivered on an "as-is" basis with no guarantee of accuracy, completeness, or reliability.

• False positives (alerts for non-existent issues) and false negatives (failure to detect actual issues) may occur
• GoPinger is not liable for monitoring that fails to detect an outage, degradation, or security issue on the customer's endpoints
• GoPinger is not liable for false alerts or any actions taken or not taken by the customer based on monitoring data
• Customer should not rely solely on GoPinger for critical infrastructure monitoring and should maintain independent monitoring and failover systems

10. Modification

GoPinger reserves the right to modify this SLA at any time with 30 days' prior notice via email or in-app notification. Your continued use of the Service after such modification constitutes acceptance of the updated SLA. The SLA in effect at the time of a Downtime incident governs any service credit claim for that incident.

11. Contact

For SLA-related inquiries, contact us at [email protected]. For general inquiries, contact [email protected].