1. Service Level Agreement Overview
This Service Level Agreement ("SLA") defines the uptime commitments, performance guarantees, and support response times for AtomPing uptime monitoring services provided by Atomix Apps, LLC.
Scope: This SLA applies to paid subscriptions (Pro and Business plans). Free plan users receive best-effort service without SLA guarantees.
Effective Date: This SLA is effective as of your subscription start date and remains in effect for the duration of your active subscription.
2. Uptime Commitment
AtomPing commits to the following service availability levels for the AtomPing control plane (dashboard, API, alerting system):
| Plan | Monthly Uptime SLA | Max Downtime/Month | Service Credit |
|---|---|---|---|
| Free | Best Effort | N/A | None |
| Pro | 99.9% | 43.2 minutes | 10% credit if below 99.9% |
| Business | 99.95% | 21.6 minutes | 25% credit if below 99.95% |
Service Availability Definition:
- "Uptime" means the AtomPing control plane (dashboard, API, alert delivery) is accessible and operational
- "Downtime" means a complete loss of service preventing users from accessing the dashboard or API
- Degraded performance (slower response times) is NOT counted as downtime unless response times exceed 30 seconds
Monitoring Agent Availability:
- Individual monitoring agents target 99.9% uptime per region
- Multi-region monitoring ensures checks continue from other regions if one region experiences issues
- Agent downtime does NOT count toward control plane SLA (separate regional metrics)
3. Measurement Methodology
Monitoring & Calculation
- Data Source: Synthetic monitoring from third-party uptime monitoring service (independent validation)
- Check Frequency: Every 60 seconds from 3+ global locations
- Failure Criteria: HTTP 5xx errors, timeouts >30s, or connection failures
- Incident Confirmation: Downtime confirmed when 2+ monitoring locations fail consecutively for 2+ minutes
Reporting Period
- Measurement Window: Calendar month (UTC timezone)
- Monthly Reports: Uptime percentage published by 5th of following month
- Transparency: Real-time status page at status.atomping.com (updated every 60 seconds)
Uptime Calculation Formula:
Example: In a 30-day month (43,200 minutes), if there were 30 minutes of downtime:
Uptime = ((43,200 - 30) / 43,200) × 100 = 99.93%
4. SLA Exclusions
The following events are NOT counted as downtime for SLA purposes:
1. Scheduled Maintenance
- Planned maintenance windows announced at least 72 hours in advance via email and status page
- Scheduled during low-traffic periods (typically Saturday 02:00-06:00 UTC)
- Maximum 4 hours of scheduled maintenance per month
2. Emergency Maintenance
- Urgent security patches or critical bug fixes requiring immediate deployment
- Maximum 2 hours of emergency maintenance per month (counted toward SLA if exceeded)
3. Force Majeure
- Natural disasters, acts of war, terrorism, pandemics
- Government actions, labor strikes, or civil unrest
- Internet backbone failures beyond our control
- Cloud provider infrastructure outages (AWS/GCP/Azure region-wide failures)
4. User-Caused Issues
- Misconfigured monitoring targets (invalid URLs, incorrect credentials)
- Firewall/IP blocking preventing agent access
- DDoS attacks targeting user infrastructure (not AtomPing)
- Exceeding plan rate limits (API throttling)
5. Third-Party Service Failures
- Stripe payment processing downtime
- Email delivery failures (ISP blocking, spam filters)
- Slack/webhook endpoint unavailability
6. Beta Features
- Features marked as "Beta" or "Preview" are provided as-is without SLA guarantees
5. Service Credits
If AtomPing fails to meet the committed uptime SLA, you may be eligible for service credits applied to your next billing cycle.
Credit Tiers (Pro Plan - 99.9% SLA)
| Monthly Uptime Achieved | Downtime (30-day month) | Service Credit |
|---|---|---|
| 99.9% - 100% | < 43.2 minutes | None |
| 99.0% - 99.89% | 43.2 - 432 minutes | 10% of monthly fee |
| 95.0% - 98.99% | 432 - 2,160 minutes | 25% of monthly fee |
| < 95.0% | > 2,160 minutes (36 hours) | 50% of monthly fee |
Credit Tiers (Business Plan - 99.95% SLA)
| Monthly Uptime Achieved | Downtime (30-day month) | Service Credit |
|---|---|---|
| 99.95% - 100% | < 21.6 minutes | None |
| 99.5% - 99.94% | 21.6 - 216 minutes | 25% of monthly fee |
| 99.0% - 99.49% | 216 - 432 minutes | 50% of monthly fee |
| < 99.0% | > 432 minutes | 100% of monthly fee |
How to Request Service Credits
- Deadline: Submit claim within 30 days of the month in which downtime occurred
- Method: Email support@atomping.com with subject "SLA Credit Request - [Month/Year]"
- Include: Account email, affected month, description of experienced downtime
- Review: We will verify downtime against our monitoring data and respond within 10 business days
- Credit Application: Approved credits applied to next billing cycle (non-refundable as cash)
Maximum Remedy: Service credits are your sole and exclusive remedy for SLA breaches. Total credits in a 12-month period cannot exceed 100% of fees paid during that period.
6. Support Response Times
AtomPing provides technical support via email. Response times vary by plan and severity:
| Severity | Definition | Free Plan | Pro Plan | Business Plan |
|---|---|---|---|---|
| Critical | Service completely down, no workaround | Best Effort | 4 hours | 1 hour |
| High | Major feature broken, workaround available | Best Effort | 8 hours | 4 hours |
| Medium | Minor issue, does not block operations | 3-5 days | 24 hours | 12 hours |
| Low | General questions, feature requests | 5-7 days | 48 hours | 24 hours |
Support Hours:
- Business Hours: Monday-Friday, 09:00-17:00 EST (excluding US holidays)
- After-Hours (Pro/Business): Critical issues monitored 24/7, responses within SLA
- Weekend Coverage: Critical issues only (Pro/Business plans)
Support Channels:
- Email: support@atomping.com (all plans)
- In-App Chat: Business plan only (during business hours)
- Priority Escalation: Business plan customers can request phone callback for critical issues
Note: Response time refers to initial acknowledgment. Resolution time depends on issue complexity.
7. Change Management
Release Schedule
- Minor Updates: Deployed continuously (bug fixes, performance improvements)
- Major Releases: Quarterly feature releases (announced 2 weeks in advance)
- Breaking Changes: 90-day deprecation notice for API changes
Notification Channels
- Status Page: Real-time updates at status.atomping.com
- Email: Maintenance notifications to all active accounts
- Changelog: Detailed release notes at atomping.com/changelog
Emergency Hotfixes
- Critical security vulnerabilities patched immediately (CVSS 9.0+)
- Post-deployment notification within 2 hours
- Detailed incident report published within 72 hours
8. SLA Review & Updates
Annual Review: This SLA is reviewed annually and may be updated to reflect service improvements or infrastructure changes.
Notification of Changes: Material changes to SLA commitments will be communicated 60 days before taking effect. Continued use of the service after notification constitutes acceptance.
Grandfathering: Existing customers' SLA terms remain valid for current billing cycle. New terms apply upon renewal.
9. Contact Information
For SLA-related questions, credit requests, or escalations, please contact us:
- Company: Atomix Apps, LLC
- Jurisdiction: Delaware, United States
- Email: support@atomping.com
- SLA Credit Requests: Subject line "SLA Credit Request - [Month/Year]"
- Critical Incidents: Subject line "URGENT - Critical Issue"
Related Pages:
- Terms of Service - Legal terms and conditions
- Security - Infrastructure security measures
- Status Page: status.atomping.com