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Service Level Agreement
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This Service Level Agreement (SLA) applies to paid Mentionwell subscriptions on Scale and Enterprise plans. Free, Builder, Starter, and Growth plans are best-effort but follow the same incident-communication commitment.
1. Scope
The “Service” for SLA purposes means: (a) the Mentionwell dashboard at app.mentionwell.com, (b) the public Reader API, and (c) the article-generation pipeline. The marketing site, blog, docs, and OG-image renderer are not in scope.
2. Uptime targets
| Plan | Monthly uptime target | Maximum allowed downtime / month |
|---|---|---|
| Free / Builder / Starter / Growth | Best-effort | — |
| Scale | 99.0% | ~7h 18m |
| Enterprise | 99.9% | ~43m |
Uptime is calculated as (total_minutes − unscheduled_downtime) / total_minutes for the calendar month, measured against the Reader API and dashboard heartbeat from at least two independent regions.
3. Exclusions
The following do not count as downtime:
- Scheduled maintenance announced at least 48 hours in advance, capped at 2 hours per month.
- Outages caused by Customer’s misconfiguration, exceeded quota, or revoked credentials.
- Outages of third-party AI inference providers (Anthropic, OpenAI, Google, FAL, etc.) — Mentionwell automatically retries and routes to fallback models where possible.
- Force majeure events.
4. Service credits
If we miss the uptime target in a month, customers on Scale or Enterprise get the following credit applied to the next invoice:
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| < 99.9% (Enterprise) | 10% |
| < 99.0% (any paid plan) | 10% |
| < 95.0% | 25% |
| < 90.0% | 50% |
Service credits are the sole and exclusive remedy for any failure to meet the SLA.
5. Support response targets
| Plan | First response (business hours) | Channels |
|---|---|---|
| Free | Best-effort | Docs, in-product chat |
| Builder / Starter | 1 business day | |
| Growth | 4 business hours | Email + chat |
| Scale | 2 business hours | Email + chat + priority queue |
| Enterprise | 1 business hour, 24×5 | Email + chat + dedicated PM + phone |
6. Incident communication
Every paid customer gets the same incident-communication commitment: when an outage is confirmed we post to /status within fifteen minutes, send the on-call team into investigation, post hourly updates until resolution, and publish a public post-mortem within five business days.
7. How to claim a credit
Email hello@mentionwell.com within thirty (30) days of the affected month with: the affected dates, your account email, and a brief description of the impact. We’ll review and apply the credit on the next invoice.