1. Service Commitment
QueueHub commits to a Monthly Uptime Percentage of at least 99.9% for the QueueHub dashboard, API, and SSH tunnel services ("the Service"). This commitment applies to Enterprise plans. Free and Team plan users receive best-effort availability.
2. Definitions
"Monthly Uptime Percentage" is calculated as (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100. "Downtime" means the Service is unavailable for more than 5 consecutive minutes. Scheduled maintenance with 48-hour notice is excluded.
3. Service Credits
If we fail to meet the 99.9% commitment, you are eligible for service credits applied to your next billing cycle:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% | 5% of monthly fees |
| < 99.0% | 10% of monthly fees |
| < 95.0% | 25% of monthly fees |
4. Exclusions
Service credits do not apply to downtime caused by: (a) factors outside our reasonable control (force majeure, ISP failures), (b) your own infrastructure or network, (c) scheduled maintenance, (d) beta or experimental features, (e) actions by unauthorized third parties, or (f) your failure to follow configuration guidelines.
5. Reporting
To request service credits, submit a support ticket within 30 days of the downtime. Include the timeframe and impact description. We will investigate and apply credits within one billing cycle. Maximum total credits in any month shall not exceed 25% of monthly fees.
Enterprise SLA
Enterprise customers may negotiate custom SLA terms including higher uptime commitments, shorter response times, and dedicated support. Contact sales for details.