This SLA describes Managd's uptime commitments and the service credits available if we miss them. It forms part of your contract with us.
1. Uptime commitment
Managd targets 99.9% monthly uptime for the network and power feeding each server, measured at our edge. "Uptime" means the percentage of minutes in a calendar month during which the Service was reachable from the public internet at our edge, excluding the exceptions below.
2. Service credits
| Monthly uptime | Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of that month's fees for the affected Service |
| < 99.0% and ≥ 95.0% | 25% of that month's fees |
| < 95.0% | 50% of that month's fees |
Credits are applied to your next invoice. They are the sole and exclusive remedy for availability shortfalls and may not exceed 50% of the monthly fee for the affected Service.
3. Claiming a credit
Submit a credit request to support@managd.net within 30 days of the end of the affected month, including affected Service ID, dates and times of downtime, and any supporting logs. We will review and respond within 15 business days.
4. Exclusions
The SLA does not cover downtime caused by:
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency maintenance to address a security vulnerability or imminent risk of harm.
- Customer-caused issues, including misconfiguration, exhaustion of plan resources, or actions of customer staff or third-party integrations.
- Force majeure: events beyond reasonable control, including natural disasters, war, terrorism, large-scale internet outages, or actions of governmental authorities.
- Suspension for AUP or payment reasons.
- Failures of the customer's own software stack running on top of the infrastructure.
5. Eligibility
Accounts in good standing (no overdue invoices, no AUP violations) at the time of the incident and at the time of the credit request are eligible.