Service Level Agreement (SLA) - Typetale Professional Plans

This Service Level Agreement ("SLA") guarantees a minimum level of service availability for all websites hosted on Typetale's Professional plans (monthly and yearly subscriptions).

1. Uptime Guarantee

Typetale guarantees 99.9% uptime for all professional Ghost CMS websites hosted on our platform. Uptime is measured on a monthly basis.

2. Measuring Availability

We use industry-standard third-party monitoring services to calculate monthly uptime. The availability percentage is measured as follows:

Uptime % = (Available Minutes ÷ Total Minutes in Month) × 100

For example, in a 30-day month (43,200 minutes), a 99.9% uptime guarantee allows for up to 43 minutes of total downtime.

3. SLA Exclusions

Downtime related to the following activities or events is not counted against our uptime guarantee:

• Planned Maintenance: Scheduled maintenance will be communicated at least 48 hours in advance via email and on our status page. We strive to perform all maintenance during off-peak hours.
• Emergency Maintenance: Unscheduled maintenance required to address a security vulnerability, prevent a system-wide failure, or mitigate a severe performance issue.
• Ghost CMS Updates: Brief, weekly downtime of no more than 5 minutes per update for platform security and stability.
• Customer Actions: Downtime caused by your own actions or configurations, including but not limited to custom code errors, excessive resource usage, or changes to the website's core files.
• Force Majeure: Events outside of our reasonable control, such as natural disasters, acts of war, power grid failures, or third-party service provider outages.

4. Service Credits

If your website's monthly availability falls below our 99.9% guarantee, you will be eligible for a service credit. The credit will be applied to your next invoice.

The service credit is your sole and exclusive Compensation for any performance or availability issues.

• For a monthly uptime between 99.0% and 99.89%, you will receive a 10% service credit.
• For a monthly uptime between 95.0% and 98.99%, you will receive a 25% service credit.
• For a monthly uptime below 95.0%, you will receive a 50% service credit.

The maximum credit cannot exceed your monthly subscription fee (or the monthly equivalent for yearly plans).

5. Credit Claim Process

To receive a service credit, you must submit a claim by emailing human@typetale.app within 30 days of the end of the affected month. The claim must include your account name, contact information, and the dates and times of the claimed downtime.

We will review your claim using our internal monitoring data and will respond within 15 business days. We will only issue credits for downtime we have verified.