Service Level Agreement (SLA) - Typetale Professional Plans

Typetale provides a 99.9% uptime guarantee for all Ghost CMS websites hosted on our Professional plans (monthly and yearly subscriptions). This means your website will be accessible 99.9% of the time, excluding maintenance periods and events beyond our control.

Measuring Availability

We calculate monthly uptime using this simple formula: Uptime % = (Available Minutes ÷ Total Minutes in Month) × 100

For example, in a 30-day month with 20 minutes of downtime: (43,180 minutes ÷ 43,200 minutes) × 100 = 99.95% uptime

Maintenance and Updates

The following activities are not counted as downtime:

1. Planned Maintenance: We will notify you at least 7 days before scheduled maintenance.
2. Emergency Maintenance: Unexpected maintenance required for security or performance reasons.
3. Ghost CMS Updates: Weekly platform updates that require brief downtime.

Compensation for Service Disruption

If your website's availability drops below our 99.9% guarantee, you will receive service credits as follows:

• We provide a 5% credit for each full hour of excessive downtime
• Credits are based on your monthly fee (or monthly equivalent for yearly plans)
• Maximum credit cannot exceed your monthly subscription cost
• Credits are calculated using our monitoring system

Example Credit Calculation:

In a 30-day month with 4 hours of downtime:

• Monthly minutes: 43,200
• Allowed downtime: 43 minutes (0.1%)
• Actual downtime: 240 minutes
• Excess downtime: 197 minutes (3.28 hours)
• Credit earned: 16.4% (3.28 hours × 5%)