Service Level Agreement
Last updated: February 1, 2026
Service Level Commitment
PingBase commits to maintaining the uptime levels specified for each plan tier. "Uptime" is measured as the percentage of time the PingBase platform (including public status pages, API endpoints, and admin dashboard) is available and responsive during a calendar month.
Measurement
Uptime is measured using our own internal monitoring systems, checking platform availability every 30 seconds from multiple geographic regions. Scheduled maintenance windows (communicated at least 48 hours in advance) are excluded from uptime calculations.
Service Credits
If PingBase fails to meet the uptime commitment for your plan tier in any calendar month, you are eligible for service credits. Credits are calculated as a percentage of your monthly bill: 10% credit for each 0.1% below the SLA target, up to a maximum of 30% of your monthly bill.
Exclusions
The following are excluded from SLA calculations: (a) scheduled maintenance communicated in advance, (b) force majeure events, (c) issues caused by your equipment, software, or network, (d) abuse or excessive API usage beyond rate limits, (e) features labeled as "beta" or "preview".
Claiming Credits
To request a service credit, contact support@pingbase.online within 30 days of the month in which the SLA was not met. Include your organization name and the dates/times of the outage. Credits are applied to future invoices and are not redeemable for cash.
Incident Response Times
We commit to the following response times for reported incidents: Critical (service down) — 15 minutes, High (major feature degraded) — 1 hour, Medium (minor feature affected) — 4 hours, Low (cosmetic or non-urgent) — 1 business day. Enterprise customers receive dedicated incident response.
Data Durability
All data is stored in PostgreSQL with automated daily backups. Backups are retained for 30 days. We maintain a Recovery Point Objective (RPO) of 24 hours and a Recovery Time Objective (RTO) of 4 hours for disaster recovery scenarios.
Questions about our SLA? Contact us at support@pingbase.online