This Service Level Agreement (the "SLA") sets out the availability we commit to for the Melonslab Services and the service credits you can claim if we fall short. It forms part of, and should be read together with, our Terms of Service.
1. Scope
This SLA applies to paid, active Virtual Compute instances and hosting services on a Melonslab account that is in good standing. It covers the availability of the network and infrastructure we operate to deliver those services.
It does not apply to free trials, beta or preview features, or to third-party services such as domain registration, payment processing or customer reviews, which are governed by their own providers' terms.
2. Availability commitment
We commit to a Monthly Uptime Percentage of at least 99.5% for the infrastructure and network that serve your active services.
This commitment is deliberately aligned with the availability our own data-centre and upstream network providers guarantee to us (99.5%). We will not advertise a figure higher than our suppliers commit to us, because we could not reliably honour a promise that depends on infrastructure beyond that guarantee. In practice we frequently exceed this figure, but 99.5% is the level we are contractually willing to stand behind.
3. How uptime is measured
"Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus Downtime minutes in that month, divided by the total number of minutes in that month, expressed as a percentage.
"Downtime" means a sustained period of at least five (5) consecutive minutes during which your service is wholly unavailable due to a fault within our reasonable control, as recorded by our monitoring systems. Brief interruptions of under five minutes, and periods of degraded but functioning performance, are not counted as Downtime. Our monitoring records are the authoritative source for any calculation.
4. Service credits
If we miss the commitment in a given calendar month, you may claim a service credit calculated as a percentage of the fee you paid for the affected service for that month:
Below 99.5% down to 99.0%: a credit of 10% of the monthly fee.
Below 99.0% down to 95.0%: a credit of 25% of the monthly fee.
Below 95.0%: a credit of 50% of the monthly fee.
Credits are applied against future invoices for the affected service and cannot exceed 100% of one month's fee for that service. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
5. Exclusions
Downtime does not include, and no credit is due for, unavailability caused by: planned or emergency maintenance (see section 6); events outside our reasonable control, including force majeure, failures of upstream or data-centre providers beyond the levels they guarantee to us, and denial-of-service attacks; your own applications, configurations, content or equipment; suspension or termination in line with our Terms of Service, including for non-payment or breach of our Acceptable Use rules; and beta or preview features.
6. Maintenance
We schedule planned maintenance during low-traffic windows wherever practical and announce it in advance on our status page. Occasionally we must perform emergency maintenance — for example to apply urgent security patches — which we may carry out without prior notice to protect the platform and your data.
7. Claiming a credit
To claim a credit, contact us at support@melonslab.com within thirty (30) days of the end of the month in which the Downtime occurred. Please include your account details, the affected service, and the dates and times of the outage.
We will verify each claim against our monitoring records. Credits are only available to accounts in good standing with no overdue payments at the time of the claim.
8. Changes to this SLA
We may update this SLA from time to time. Where a change materially reduces the protection it gives you, we will give reasonable notice — for example by email or a notice on our website — before it takes effect.
9. Contact
Questions about this SLA can be sent to compliance@melonslab.com.