Service Level Agreement

Last updated: 2025-10-15

1. Overview

This Service Level Agreement ("SLA") defines the service availability commitments of MonitorMonk ("we," "our," "us") to customers ("you," "your").
MonitorMonk's goal is to deliver a reliable, beautiful, and simple monitoring experience, ensuring your status pages and checks are always available when you need them.

2. Service Commitment

MonitorMonk commits to maintaining the following Monthly Uptime Percentages for our core services:

Plan Type Monthly Uptime Commitment
Premium 99.9%
Forever Free 99%

Core services include:

  • Monitoring checks (HTTP/HTTPS, keywords, SSL expiry, and response times)
  • Status page availability
  • Dashboard access

3. Service Credits

If MonitorMonk fails to meet the Monthly Uptime Commitment for your plan, you may be eligible for Service Credits as outlined below (based on your subscription).

Premium Large
Monthly Uptime Service Credit
< 90% 50% of monthly fee
< 99% 25% of monthly fee
< 99.9% 10% of monthly fee

Service Credits are applied to future invoices and cannot exceed 50% of your monthly subscription fee.

4. Exclusions

This SLA does not apply to:

  • Planned maintenance (with at least 24h prior notice)
  • Emergency maintenance required to preserve service integrity
  • Outages caused by factors beyond our control (e.g. internet provider failures, DNS issues, or DDoS attacks)
  • Incidents caused by your configurations, integrations, or third-party dependencies
  • Use of deprecated or unsupported features or APIs

5. Claiming a Service Credit

To receive a Service Credit, you must submit a request in email.
To be eligible, the credit request must meet all following requirements:

  • It must be sent to [email protected]
  • We must receive it within 30 days after the incident
  • It must include details of the outage (time, affected monitors, and any relevant logs)

We review and respond to Service Credit requests within 10 business days.
Approved credits will be applied to your next billing cycle.
Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

6. Changes

MonitorMonk may update this SLA from time to time.
All changes will be published at and take effect upon posting.