Service Level Agreement
Last updated: February 19, 2026
This Service Level Agreement ("SLA") is part of the Terms of Service between Hyperping SAS ("Hyperping", "we", "us") and the Customer ("you", "your") and applies to all paid subscription plans. This SLA does not apply to free plan accounts.
1. Uptime Commitment
Hyperping commits to a 99.9% monthly uptime for our core services ("Covered Services"), which include:
- Monitoring Infrastructure: The systems responsible for executing uptime checks, synthetic browser checks, cron job monitoring, and SSL monitoring from our distributed probe network
- Alerting System: The systems responsible for processing and dispatching alert notifications (email, SMS, phone, webhooks, and integrations)
- Status Pages: The hosting and delivery of public and private status pages
- API: The Hyperping REST API at
api.hyperping.io - Dashboard: The web application at
app.hyperping.io
2. Uptime Calculation
Monthly Uptime Percentage is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
"Downtime" is defined as a period of 5 or more consecutive minutes during which the Covered Services are materially unavailable or non-functional, as measured by Hyperping's internal monitoring systems. Isolated, intermittent errors or brief interruptions under 5 minutes do not constitute Downtime.
3. Service Credits
If Hyperping fails to meet the 99.9% monthly uptime commitment, you are eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fees |
| 95.0% – 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
For annual subscriptions, "monthly fees" means 1/12 of the annual subscription fee.
4. How to Request Service Credits
To request a service credit:
- Email hello@hyperping.io within 30 days of the month in which the Downtime occurred
- Include the dates and times of the Downtime, a description of the impact, and your account information
- Hyperping will review the request and verify the Downtime against our monitoring data
- Approved credits will be applied to your next billing cycle
5. Credit Limitations
- Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment
- The maximum aggregate credit for any calendar month shall not exceed 50% of your monthly fees for that month
- Service credits are not transferable and cannot be converted to cash refunds
- Credits expire 12 months after issuance if not applied
- Service credits do not apply if your account is in breach of the Terms of Service or has outstanding payments
6. Exclusions
The uptime commitment does not apply to unavailability caused by:
- Scheduled maintenance: Planned maintenance communicated at least 24 hours in advance via email, status page, or in-app notification. We schedule maintenance during low-traffic periods and aim to minimize impact.
- Force majeure: Events beyond our reasonable control, including natural disasters, war, terrorism, government actions, pandemics, widespread internet outages, or power grid failures.
- Customer-caused issues: Problems resulting from your equipment, software, network connectivity, configurations, or misuse of the Services.
- Third-party services: Outages or degradation of third-party services that Hyperping depends on (e.g., cloud provider outages, DNS failures), to the extent not within our control — though we will take reasonable steps to mitigate impact and restore service.
- Beta or preview features: Any feature, service, or component labeled as "beta", "preview", "experimental", or similar.
- DNS propagation: Delays due to DNS propagation for custom domains on status pages.
- Abuse or attacks: Denial-of-service attacks or other abusive traffic targeting your account or our infrastructure (though we employ DDoS mitigation).
7. Maintenance Windows
Hyperping may perform scheduled maintenance to improve, update, or secure our infrastructure. We will:
- Provide at least 24 hours' advance notice for planned maintenance
- Schedule maintenance during off-peak hours (typically weekdays between 02:00–06:00 CET/CEST)
- Aim to keep maintenance windows under 30 minutes
- Post maintenance status on our status page at meta.hyperping.app
Emergency maintenance required for security or critical fixes may be performed with shorter notice.
8. Communication During Incidents
During service disruptions, we will:
- Post real-time updates on our status page at meta.hyperping.app
- Send email notifications to affected customers for major incidents
- Provide a post-incident summary within 5 business days for incidents exceeding 30 minutes of Downtime
9. Support Response Times
In addition to uptime commitments, Hyperping provides the following support response times for paid plans:
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Service is completely unavailable or a security breach is suspected | Within 1 hour |
| High | Major feature is impaired, no workaround available | Within 4 hours |
| Medium | Feature is impaired but a workaround exists | Within 1 business day |
| Low | General questions, feature requests, minor issues | Within 2 business days |
Business and Enterprise plan customers receive priority support with faster response times.
10. Changes to This SLA
Hyperping may update this SLA with at least 30 days' prior notice. Changes will not retroactively reduce the service level commitment for your current billing period. If a change materially reduces the commitments in this SLA, you may terminate your subscription with a pro-rata refund.
Contact
For SLA inquiries or service credit requests:
Email: hello@hyperping.io
Hyperping SAS
50 Avenue des Champs-Élysées, 75008 Paris, France
