Glossary
June 14, 2023

Userfront Service Level Agreement (SLA)

Userfront maintains a service level agreement (SLA) to protect and provide peace of mind for our customers.

If our service doesn’t meet our standards, you could be eligible for a statement credit. The free, premium, and ultimate tiers are all protected by our standard SLA.

What’s in the SLA?

The most important part of the SLA is that Userfront guarantees a “monthly uptime percentage” of 99.99%. If we don’t meet that mark, you shouldn’t have to pay full price.

Monthly Uptime Percentage & Service Credit Percentage

  • Less than 99.99% but equal to or greater than 99.0% — 10% Service Credit
  • Less than 99.0% but equal to or greater than 95.0% — 30% Service Credit
  • Less than 95.0% — 100% Service Credit

Let’s look at how that works in a 30-day month (720 total hours).

  • If Userfront is down for more than 0.01% of the month (more than 4 minutes and 19 seconds), you get a partial service credit of 10%.
  • If Userfront is down for more than 1% of the month (more than 7 hours and 12 minutes), you get a partial service credit of 30%.
  • If Userfront is down for more than 5% of the month (more than 36 hours), you get a 100% service credit for the month.

Definitions

  • “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which Userfront was in the state of Unavailability.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • “Unavailable” and “Unavailability” mean that the API endpoints associated with your Userfront account have no external connectivity.

Read the full SLA document.

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