Service Level Agreement

Uptime commitments and service credits for eligible plans.

Version
1.0
Published
April 21, 2026
Next review
April 21, 2027
Approved by
Larry Anglin

1. Scope and eligibility

This Service Level Agreement ("SLA") applies to customers on an Enterprise plan or any other plan or order form that expressly references this SLA ("Eligible Plans"). Free, trial, beta, and standard paid plans do not include a uptime commitment; see Terms of Service §9.

This SLA covers the production theaccessible.org web application and API. It does not cover the marketing site, documentation, third-party integrations, or features labelled "beta" or "preview".

2. Uptime commitment

We commit to 99.9% Monthly Uptime for the Service on Eligible Plans.

Monthly Uptime = (Total minutes in the calendar month − Downtime minutes) ÷ Total minutes in the calendar month, expressed as a percentage.

Downtime means minutes during which the Service returns sustained HTTP 5xx errors or is otherwise unavailable for the customer's account, as measured by our monitoring. A sustained outage begins when two consecutive health checks (60 seconds apart) fail from at least two independent monitoring locations, and ends when two consecutive health checks succeed.

3. Exclusions

Downtime does not include unavailability caused by:

  • Scheduled maintenance announced at least 48 hours in advance, capped at four (4) hours per calendar month. We schedule maintenance for low-traffic windows where practicable.
  • Emergency maintenance required to address a security vulnerability or imminent risk of data loss.
  • Force majeure events outside our reasonable control, including internet backbone failures, natural disasters, acts of government, and failures of upstream providers.
  • Customer misconfiguration, including misuse of the API, invalid credentials, or firewall/DNS issues on the customer side.
  • Third-party services the customer integrates with the Service independently of our standard subprocessors (see Subprocessors).
  • Customer-requested changes, migrations, or testing.
  • Suspension of the account for breach of the Terms of Service, non-payment, or violation of the Acceptable Use Policy.
  • Beta or preview features, which are provided as-is.

4. Service credits

If Monthly Uptime falls below 99.9% in a calendar month, the customer is eligible for a Service Credit calculated as a percentage of the monthly fees paid for the affected Service in that month:

Monthly Uptime Service Credit
< 99.9% and ≥ 99.0% 10%
< 99.0% and ≥ 95.0% 25%
< 95.0% 50%

Service Credits are capped at 50% of the monthly fees paid for the affected Service in the month in which the Downtime occurred.

For annually billed plans, the monthly fee is one-twelfth (1/12) of the annual fee for the affected Service.

5. Claiming credits

To claim a Service Credit, the customer must submit a written request to legal@theaccessible.org within 30 days after the end of the month in which the Downtime occurred. The request must include:

  • Account name and affected environment.
  • Dates and times of the claimed Downtime.
  • A description of the impact and, where available, logs, error messages, or traceroutes that support the claim.

We will review the request against our monitoring records and respond within 30 days. Approved Service Credits are applied to the customer's next invoice. Service Credits cannot be exchanged for cash and expire on termination of the account.

6. Sole remedy

Service Credits are the customer's sole and exclusive remedy for any failure of the Service to meet the commitments in this SLA, subject to the limitations in the Terms of Service §§11–12.

7. Changes to this SLA

We may update this SLA as the Service evolves. Material changes affecting active Eligible Plans will be communicated by email to the account's billing contact at least 30 days before the effective date. Prior versions are available from the version history link below.

8. Contact