Plain summary. We commit to keeping the monitoring platform up, polling on schedule, and getting alerts to you fast during your covered hours. If we miss, you get credits automatically once you claim. We do not promise your network will stay up — that isn't ours to promise.
This SLA covers the monitoring service we operate: the platform, the polling, and the delivery of alerts. It forms part of the Terms of Service.
It does not cover the availability or performance of your own network, which we observe but do not control.
| Plan | Staffed hours | Automated monitoring |
|---|---|---|
| Watch | 21:00–09:00 US Eastern, Mon–Fri | 24 / 7 / 365 |
| Watch + Respond | 21:00–09:00 US Eastern, Mon–Fri | 24 / 7 / 365 |
| + Weekend cover | adds Sat, Sun and US public holidays | 24 / 7 / 365 |
| + Full 24/7 | all hours staffed | 24 / 7 / 365 |
Polling and automated alerting run continuously regardless of plan. Staffed hours determine when a human triages before the alert reaches you.
| Commitment | Target |
|---|---|
| Monitoring platform availability | 99.5% per calendar month |
| Polling interval adherence | 60 seconds, 99% of polls |
| Automated alert dispatch after detection | within 5 minutes, 99% of alerts |
| Engineer triage — Critical, staffed hours (Respond only) | within 15 minutes |
| Engineer triage — High, staffed hours (Respond only) | within 60 minutes |
| Support response — general enquiry | one business day |
| Monthly report delivery | by the 5th of the following month |
| Level | Meaning |
|---|---|
| Critical | A site or backhaul is down, or a power plant fault threatens imminent site loss. |
| High | Significant degradation — capacity, signal or error rates trending toward failure. |
| Medium | A single non-redundant device or a threshold breach without immediate service impact. |
| Low | Informational; configuration changes, recoveries, advisory notices. |
Where we miss the platform availability commitment in a calendar month:
| Monthly availability | Credit |
|---|---|
| 99.5% or above | none |
| 99.0% – 99.49% | 10% of that month's fee |
| 95.0% – 98.99% | 25% of that month's fee |
| below 95.0% | 50% of that month's fee |
Where we miss a Critical triage commitment more than three times in a month on a Respond plan, a further 10% credit applies.
Credits are capped at 50% of the monthly fee and are applied to your next invoice. They are your sole and exclusive remedy for missed service levels.
Email us within 30 days of the end of the affected month, with the dates and times concerned. We respond within five business days. If our own records confirm the miss, the credit is applied without argument.
These commitments do not apply where the cause is:
Availability is measured as the percentage of minutes in the calendar month during which the monitoring platform was collecting data and capable of dispatching alerts, measured by our own independent external check. Records are available to you on request.
If we fall below 95% availability for three consecutive months, you may terminate immediately with no notice period and receive a pro-rata refund of any prepaid unused fees. That is in addition to credits already accrued.
[LEGAL ENTITY NAME]
udisp.networks@gmail.com