Legal
Service Level Agreement
Last updated
This SLA applies to paid plans of the Service. While Mentionwell is in public preview, the targets below describe our intent; service credits become available when the Service exits preview and you are on a paid plan.
Uptime commitment
For paid plans, we target 99.9% Monthly Uptime for the dashboard and the public read-only API.
Definitions
- "Monthly Uptime Percentage" = (total minutes in a calendar month − total Downtime minutes) ÷ total minutes in the calendar month, expressed as a percentage.
- "Downtime" = the period during which the dashboard sign-in or the public read-only API returns 5xx errors for the majority of requests, as measured by our monitoring.
- "Service Credit" = a credit applied to your next invoice.
Service credits
| Monthly Uptime | Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of monthly fee |
| < 99.0% and ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Exclusions
The Uptime commitment does not apply to:
- Scheduled maintenance announced at least 48 hours in advance.
- Issues caused by your software, configuration, or third-party integrations you control.
- Force-majeure events (e.g., natural disasters, large-scale internet outages, government actions).
- Denial-of-service attacks not within our reasonable control.
- Provider outages on subprocessors you have specifically requested or configured.
- Beta or preview features explicitly marked as such.
How to claim a credit
Email support@mentionwell.com within 30 days of the end of the affected calendar month with your account, the dates and times you observed Downtime, and any logs or screenshots. We respond within 10 business days.
Sole remedy
Service credits are your sole and exclusive remedy for any unavailability of the Service.