Service Level Agreement

Last updated: August 21, 2026 · Proposed effective: 2026-09-01

We do not publish guaranteed uptime percentages on this page. Credit schedules for Business and Enterprise are proposed contractual terms only when incorporated by Order Form. Measured availability is on the status page. Starter/trial plans receive best-effort availability without service credits unless otherwise stated in writing.

1. Service Commitment

This page describes contractual uptime targets and service credits by plan tier. Measured availability and incident history are published on Better Stack - not fabricated marketing metrics.

2. Uptime Calculation

Monthly uptime percentage is calculated as:

((Total Minutes - Downtime Minutes) / Total Minutes) x 100

3. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Monthly Uptime	Service Credit	Applies to
Proposed target (Order Form)	As stated in Order Form	Business & Enterprise
Below Order Form target	Per Order Form credit schedule	Business & Enterprise

4. Exclusions

The following are not counted as downtime:

Scheduled maintenance (with 72 hours notice)
Issues caused by customer actions or configurations
Third-party service outages beyond our control
Force majeure events
Beta or preview features

5. Credit Request Process

To receive a service credit, you must submit a request within 30 days of the incident. Include your account details, the dates and times of the outage, and any relevant documentation. Credits will be applied to your next billing cycle.

6. Support Response Times

Severity	Response Time
Critical (service down)	15 minutes
High (major feature impacted)	1 hour
Medium (minor feature impacted)	4 hours
Low (general questions)	24 hours

7. Contact

For SLA-related inquiries or credit requests, contact sla@mizucrm.com.