Service Level Agreement
Uptime commitment, service credits, and remedies for StackEye Enterprise customers.
This Service Level Agreement ("SLA") describes the uptime commitment, service credits, and remedies that Mattox Engineering LLC, doing business as StackEye ("StackEye," "we," "us," or "our"), provides for the StackEye services. This SLA forms part of and is governed by the StackEye Terms of Service (the "Terms"). Capitalized terms not defined here have the meanings given in the Terms.
1. Eligibility
This SLA, including the Uptime Commitment and the service-credit remedy in Section 5, applies only to customers on the Enterprise plan with an active, paid subscription in good standing.
Customers on the Free, Starter, Pro, and Team plans are not covered by a numeric SLA. For those plans, StackEye uses commercially reasonable efforts to provide reliable, available services, but does not make a numeric uptime commitment and does not provide service credits. The Section 5 service credits do not apply to non-Enterprise plans.
2. Uptime Commitment
For Enterprise customers, StackEye will use commercially reasonable efforts to make the covered Services available with a Monthly Uptime Percentage of at least 99.9% during each calendar month (the "Uptime Commitment").
The covered Services are the core StackEye monitoring platform: probe scheduling and execution, the API, the dashboard, alert evaluation and notification dispatch, and status page delivery, as provided to the Enterprise customer.
3. Definitions
For this SLA:
- "Monthly Uptime Percentage" means, for a given calendar month, the total number of minutes in that month minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
- "Downtime" means a period of consecutive minutes during which the covered Services are unavailable to the Enterprise customer for their intended use, as measured by StackEye in accordance with Section 6, excluding any period covered by an exclusion in Section 4.
- "Scheduled Maintenance" means maintenance for which StackEye provides advance notice (where reasonably practicable) through the status page, email, or in-product notice, and during which the Services or parts of them may be unavailable.
- "Emergency Maintenance" means urgent maintenance that StackEye must perform to protect the security, integrity, or availability of the Services, for which advance notice may not be practicable.
4. Exclusions
Downtime does not include, and the Uptime Commitment does not apply to, unavailability or degraded performance that results from:
- Scheduled Maintenance and Emergency Maintenance performed with notice as described in Section 3;
- force majeure events, including natural disasters, acts of war or terrorism, civil disturbance, government action, labor disputes, widespread internet or utility failures, and other events beyond StackEye's reasonable control;
- customer-caused factors, including the customer's configuration, applications, integrations, equipment, networks, credentials, or breach of the Terms or this SLA;
- factors outside StackEye's control, including failures of third-party networks, internet service providers, DNS providers, or other systems not operated by StackEye, and failures of the customer's monitored targets themselves;
- third-party services or subprocessors, to the extent the outage originates outside StackEye's reasonable control;
- suspension or termination of the customer's account in accordance with the Terms; and
- beta, preview, experimental, or evaluation features, which are provided "as is" and are excluded from this SLA.
5. Service Credits
If StackEye fails to meet the Uptime Commitment in a given calendar month for an eligible Enterprise customer, the customer may request a service credit, calculated as a percentage of the fees the customer paid to StackEye for the covered Services for the month in which the Uptime Commitment was not met:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but at least 99.0% | 10% of that month's fees |
| Less than 99.0% but at least 95.0% | 25% of that month's fees |
| Less than 95.0% | 50% of that month's fees |
Service credits are applied to future invoices for the covered Services. Service credits are not refunds, are not payable as cash or any other form of compensation, and do not accrue interest. The total service credits awarded for any calendar month will not exceed 50% of the fees paid for the covered Services for that month.
The service credits described in this Section 5 are the customer's sole and exclusive remedy, and StackEye's sole and exclusive liability, for any failure by StackEye to meet the Uptime Commitment.
6. Measurement Methodology
StackEye measures Monthly Uptime Percentage using its own internal monitoring and operational records for the covered Services. Availability is evaluated against the core platform functions described in Section 2. Periods excluded under Section 4 are removed from the Downtime calculation. Where the customer's own measurements differ from StackEye's records, StackEye's records will be used to determine SLA compliance, absent manifest error.
7. Credit Claim Process and Window
To request a service credit, an eligible Enterprise customer must:
1. submit the claim to support@stackeye.io within 30 days after the end of the calendar month in which the Uptime Commitment was not met; and 2. include the dates and times of the claimed Downtime and any supporting information reasonably available to the customer.
If StackEye confirms that the Uptime Commitment was not met for that month, StackEye will apply the applicable service credit. Claims submitted after the 30-day window are not eligible for a service credit. The customer must be in good standing, with all fees current, to receive a service credit.
8. Relationship to the Terms
This SLA is incorporated into and governed by the Terms, including the disclaimers, limitations of liability, and other provisions in the Terms. In the event of a conflict between this SLA and the Terms regarding service levels, this SLA controls to the extent of the conflict. Section 12 (Service Availability and Support) of the Terms describes general availability expectations for all plans; this SLA provides the numeric commitment and service-credit remedy for Enterprise customers only.
9. Changes
We may update this SLA from time to time. The updated version will be posted with a revised "Last updated" date. If changes materially reduce the Uptime Commitment or the service-credit remedy for an active Enterprise subscription, we will provide notice where required by law or contract.
10. Contact
Service-credit claims and SLA questions: support@stackeye.io
Legal notices: legal@stackeye.io