Userfront Service Level Agreement (SLA)

Userfront offers a service level agreement (SLA) to ensure customer satisfaction by guaranteeing a "monthly uptime percentage" of 99.99%, with a structure in place for service credits if this standard is not met. The SLA applies to free, premium, and ultimate tiers, promising service credits based on the extent of downtime experienced. If service availability falls between 99.99% and 99.0%, users receive a 10% credit; between 99.0% and 95.0%, a 30% credit; and below 95.0%, a full 100% credit for the month. The "Monthly Uptime Percentage" is determined by the percentage of time Userfront's services are unavailable, specifically when API endpoints lack external connectivity, and service credits are calculated accordingly for eligible accounts.