For Pro, Business and MSP: the availability target we aim for, how we measure it, and how quickly we respond to support tickets. Free and Hobby are not covered. These are targets, not a service level agreement.
Who this applies to
Pro, Business and MSP are covered by the availability target and the support response times on this page.
Free and Hobby are not covered. They include the same monitoring, but without the availability target, without support tickets and without response times. Free and Hobby reach us through the contact form, answered as time allows.
Response times apply to tickets only. A request has to be submitted as a support ticket from your account. Requests sent by email or through the contact form are outside these targets, whatever the plan.
For Pro, Business and MSP, we aim for 99.99% monthly availability of the monitoring service, which allows for about four minutes of unplanned downtime in a month. This is a target, not a guarantee.
What available means
Checks run on schedule from at least one of our regions.
A confirmed outage produces an alert on the channels you have configured.
The dashboard and your status page respond.
How we support it
Monitoring runs on two independent clouds, both active, across four regions, each served from more than one datacentre. A failure at one provider or datacentre does not stop your checks or your alerts. Read about our reliability design.
How we report it
Our status page shows current and historical availability. It is hosted separately from the application so that it remains reachable during an incident.
Not counted against the target
The confirmation step. A check must fail several times in a row (three by default, adjustable per monitor) and, for HTTP, TCP, SSL and UDP checks, is re-checked from another region before an alert is sent. This short delay is by design.
Scheduled maintenance announced on the status page in advance.
Conditions on your side, such as the monitored target being down or a firewall, bot filter or rate limit blocking our checkers. Allowing our checkers.
Delivery beyond our systems, including your email provider, Slack, Microsoft Teams, Google Chat, webhook endpoints and mobile carriers.
Checks you have paused, your own maintenance windows, and accounts over their plan limits.
Support response times
Support tickets are included with Pro, Business and MSP, and every request that should carry a response time must be submitted as a ticket from your account. Choose the severity that matches the situation, and a member of our team replies within the target for that level. The clock starts when the ticket is opened.
Severity
When to use it
Coverage
First reply
Sev A (Critical / P1)
Critical system down. Complete loss of core business functionality with no immediate workaround, affecting all or most users, or a suspected security breachEmergency only
24/7/365
Within 2 hours
Sev B (Major / P2)
Severe degradation. Core functions work but are heavily impaired, or a critical feature is broken for a large group of users
Business hours
Within 8 business hours
Sev C (Minor / P3)
Partial degradation. Minor operational impact: the service works, but non-essential features or individual users face issues
Business hours
Within 1 business day
Sev D (Cosmetic / P4)
General inquiry or request. Enhancements, documentation errors or general questions with no impact on production
Business hours
Within 2 business days
Sev A (Critical / P1)Within 2 hours, 24/7/365Emergency only
Critical system down. Complete loss of core business functionality with no immediate workaround, affecting all or most users, or a suspected security breach
Sev B (Major / P2)Within 8 business hours, business hours
Severe degradation. Core functions work but are heavily impaired, or a critical feature is broken for a large group of users
Sev C (Minor / P3)Within 1 business day, business hours
Partial degradation. Minor operational impact: the service works, but non-essential features or individual users face issues
Sev D (Cosmetic / P4)Within 2 business days, business hours
General inquiry or request. Enhancements, documentation errors or general questions with no impact on production
Sev A is reserved for emergencies. Only use in an emergency: the service is down for all or most of your users, or you suspect a security breach. A Sev A ticket pages our on-call engineer.
How response times are measured
Sev A: around the clock, every day of the year.
Sev B, Sev C and Sev D: business hours, 8 a.m. to 5 p.m. US Pacific time, Monday to Friday, excluding United States federal holidays. The clock pauses outside them.
A first reply is a response from a member of our team, not an automatic acknowledgement. It marks the start of work on the ticket, not its resolution.
Only tickets opened from your account count. Email and the contact form carry no response time.
Free and Hobby are not covered. They use the contact form, answered as time allows.
Not a service level agreement
This page describes the standards we hold ourselves to for Pro, Business and MSP. It is not a service level agreement. It creates no credits or refunds, does not promise a resolution time, and does not change the Terms of Use, which govern the service. If we miss a target on your ticket, let us know on the ticket and we will explain what happened.
How to open a ticket
In your account, go to Settings, then Support, and choose New ticket. Include the monitor affected, what you expected, what happened, and when it started. What to include.