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Service Level Agreement

Effective date: 2026-07-13 · Service: IPUIPU (ipuipu.com), operated by [Company legal name] (“IPUIPU”, “we”, “us”). Contact: support@ipuipu.com.

This Service Level Agreement (“SLA”) applies to paid IPUIPU workspaces and is part of the Terms of Service. Free-tier and trial workspaces are excluded.

1. Definitions

“Monthly Uptime Percentage” means the percentage of minutes in a calendar month during which the IPUIPU console and API were available, excluding Excluded Downtime. “Downtime” means the console and API are both unavailable for a whole minute, as measured by our monitoring.

2. Service commitment

We target a Monthly Uptime Percentage of 99.9% for the IPUIPU console and API.

3. Service credits

If the commitment is not met, you may claim a credit against the affected month's subscription fee: below 99.9% → 10%; below 99.0% → 25%; below 95.0% → 50%. Credits apply to future invoices, are not paid in cash, and are your sole and exclusive remedy for availability failures.

4. Claim procedure

Claims must be submitted to support@ipuipu.com within 30 days of the incident, including workspace name and the times you observed unavailability. We verify claims against our monitoring records.

5. Exclusions

Excluded Downtime includes: scheduled maintenance announced at least 48 hours in advance; failures of agents, customer networks, devices or infrastructure outside our control; beta or preview features; suspension or termination under the Terms; and force majeure events.

6. Agent-side monitoring

The on-premises agent runs inside your network. Agent connectivity, blocking actions and scan results depend on your environment and are not covered by this SLA.

7. Changes

We may update this SLA with reasonable notice; changes apply from the next billing period.