Uptime target

This page describes the uptime SutramX aims for and how to ask for a service credit if we fall short. It applies to paying subscribers on the Growth and Pro plans, alongside the Terms of Service between you and QuantumPlug Technologies LLP. It does not apply to the Free or Starter plans.

1. Our target

SutramX targets a Monthly Uptime Percentage of at least 99.9% for the SutramX Service for Growth and Pro subscriber accounts. This is a target, not a guarantee.

2. Definitions

• Service: the SutramX monitoring platform, meaning the scheduling and execution of checks, alert dispatch, the dashboard, and the API.
• Downtime: a period in which the Service as a whole is unavailable to you — for example, checks are not being run from any region available to your plan, or the dashboard and API return errors for all requests. Degradation of a single region or a single feature while the rest of the Service works is not Downtime.
• Monthly Uptime Percentage: the total minutes in a calendar month minus the minutes of Downtime, divided by the total minutes in that month, excluding the exclusions in section 3.

3. Exclusions

Downtime does not include unavailability caused by:

• scheduled maintenance announced in advance;
• your own actions or systems, including misconfigured monitors, firewalls or bot protection blocking our checkers, or exceeding plan limits;
• third-party services outside our reasonable control, such as your alert channel providers (for example, email, SMS, or chat platforms), the public internet, or DNS providers;
• suspension of your account under the Terms of Service, including for non-payment or acceptable-use violations;
• force majeure events, including natural disasters, war, civil unrest, government action, and large-scale internet or power outages.

4. Service credits on request

If you believe the Service fell below the 99.9% target in a calendar month, you can ask for a service credit. Credits are not automatic: we review each request and decide whether to grant a credit, and how much, at SutramX's discretion. An approved credit is applied against a future SutramX invoice. It is not a cash refund, has no cash value, cannot be transferred, and is forfeited if your subscription ends before it is applied.

5. How to request a credit

1. Email support@sutramx.com within 30 days of the end of the month in which the Downtime occurred.
2. Include your account email, the dates and times of the Downtime, and any supporting details, such as timestamps and affected monitors.
3. We will review the request and reply with our decision.