Service Level Agreement

Service Commitment

Traxo is committed to providing a highly available and reliable uptime monitoring platform. This Service Level Agreement ("SLA") describes our uptime commitments, how availability is measured, and the service credits available if we fail to meet our targets. This SLA applies to paid Traxo plans only.

We understand that your monitoring platform must be more reliable than the services it monitors. Our infrastructure is designed with redundancy, automated failover, and continuous monitoring to deliver on this commitment.

Uptime Guarantee

We guarantee the following monthly uptime percentages based on your subscription plan:

Enterprise customers may negotiate a custom SLA with additional terms and higher service credit percentages. Contact support@traxo.dev for Enterprise SLA discussions.

Measurement

Uptime is measured as the percentage of time the Traxo platform is available and functioning correctly during a calendar month. The following components are included in the uptime calculation:

• Dashboard and API availability: The ability to access the Traxo web dashboard and REST API endpoints
• Monitor execution: The ability of our probe workers to execute scheduled uptime checks on time
• Alert delivery: The ability to process and dispatch alert notifications through configured channels
• Status page availability: The ability for public status pages to load and display current data

Monthly uptime is calculated using the following formula:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

"Downtime" is defined as any period of 5 or more consecutive minutes during which the core Traxo services are unavailable, as measured by our internal monitoring systems. Intermittent issues lasting less than 5 minutes are not counted as downtime.

Exclusions

The following events are excluded from the uptime calculation and do not qualify for service credits:

• Scheduled maintenance: Planned maintenance windows that are announced at least 48 hours in advance via email and the Traxo status page. We schedule maintenance during low-traffic hours and aim to complete it within the announced window.
• Force majeure: Events beyond our reasonable control, including natural disasters, acts of war or terrorism, government actions, pandemics, widespread internet outages, or failures of upstream infrastructure providers.
• Customer-caused issues: Outages or degradation caused by your actions, configurations, or code, including misconfigured monitors, excessive API usage beyond documented rate limits, or unauthorized access to your account.
• Third-party failures: Outages of third-party services used for alert delivery (e.g., Slack, Twilio, PagerDuty) that are outside Traxo's control. We will make reasonable efforts to deliver alerts through alternative channels when possible.
• Beta or preview features: Features explicitly labeled as beta, preview, or experimental are not covered by this SLA.
• DNS propagation: Delays in DNS propagation for custom status page domains are not considered downtime.

Service Credits

If we fail to meet the uptime guarantee for your plan in a given calendar month, you are eligible for service credits applied to your next billing cycle. Service credits are calculated as follows:

For example, if your plan guarantees 99.9% uptime and actual uptime is 99.6% (0.3% below target), you would receive a 30% service credit (3 × 10%) on your next monthly invoice.

Service credits are the sole and exclusive remedy for any failure by Traxo to meet the uptime guarantees described in this SLA. Credits are non-transferable, have no cash value, and cannot exceed 30% of your monthly subscription fee. Credits are not applied retroactively to previous billing periods.

Credit Request Process

To request a service credit, you must:

• Submit a request to support@traxo.dev within 30 days of the end of the month in which the downtime occurred
• Include your organization name, the affected time period, and a description of the impact
• Provide any relevant evidence, such as screenshots or error logs, that demonstrate the outage

We will review your request and respond within 10 business days. If we confirm the downtime exceeded the SLA threshold and it does not fall under an exclusion, we will apply the appropriate credit to your next invoice. If we disagree with the claim, we will provide a detailed explanation of our findings.

SLA by Plan

Free Plan

The Free plan does not include an SLA. While we strive to provide reliable service to all users, Free plan users are not eligible for service credits. Free plan resources may be deprioritized during periods of high demand to ensure paid plan SLAs are met.

Pro Plan ($29/month)

The Pro plan includes a 99.5% monthly uptime guarantee. This allows for approximately 3 hours and 39 minutes of downtime per month. Pro plan service credits max out at 30% of the $29 monthly fee ($8.70).

Business Plan ($79/month)

The Business plan includes a 99.9% monthly uptime guarantee. This allows for approximately 43 minutes of downtime per month. Business plan customers receive priority support with faster response times for SLA-related incidents. Service credits max out at 30% of the $79 monthly fee ($23.70).

Enterprise Plan (Custom Pricing)

The Enterprise plan includes a 99.99% monthly uptime guarantee, allowing for approximately 4 minutes and 23 seconds of downtime per month. Enterprise customers can negotiate custom SLA terms, including higher credit percentages, dedicated support contacts, and custom maintenance windows. Contact support@traxo.dev for Enterprise plan details.

Definitions

• "Availability" or "Uptime" means the percentage of time the Traxo platform is operational and accessible during a calendar month, excluding scheduled maintenance and other exclusions listed above.
• "Downtime" means any period of 5 or more consecutive minutes during which the core functionality of the Traxo platform (dashboard access, monitor execution, alert delivery) is materially impaired or unavailable.
• "Service Credit" means a percentage discount applied to the next monthly invoice, calculated according to the credit schedule above.
• "Scheduled Maintenance" means planned downtime that has been announced at least 48 hours in advance via email notification and the Traxo status page.
• "Monthly Fee" means the subscription amount charged for the current billing period, excluding any one-time fees, add-ons, or taxes.
• "Core Functionality" means the primary features of the Traxo platform: the web dashboard, REST API, monitor execution engine, alert dispatch system, and public status pages.

Contact

For SLA-related questions, credit requests, or Enterprise SLA negotiations:

• Email: support@traxo.dev
• Website: https://traxo.dev