Service Level Agreement (SLA)
Last updated: August 9, 2026
This Service Level Agreement ("SLA") outlines MembershipSoft's performance and uptime commitments for paid subscribers.
1. Uptime Commitment
MembershipSoft guarantees a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle for paid instances.
2. Uptime Calculation
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) * 100
3. Downtime Definition
Downtime is defined as an error rate greater than 1% across API requests resulting in HTTP 5xx responses for a period exceeding 5 consecutive minutes.
4. Service Credits Schedule
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.89% | 10% Credit |
| 95.0% – 98.99% | 25% Credit |
| Below 95.0% | 50% Credit (Maximum Cap) |
5. Exclusions
SLA credits do not apply to downtime caused by: scheduled maintenance (notified 48h in advance), force majeure events, customer network outages, or Free Tier OPFS instances.
6. System Monitoring & Status
Real-time system health and uptime history are publicly available on our status page.
7. Support Response SLAs
| Severity Level | Definition | Initial Response SLA |
|---|---|---|
| Sev 1 (Critical) | Total platform outage or severe data loss risk | 15 minutes (24/7) |
| Sev 2 (Major) | Core feature disabled with no workaround | 2 hours (Business hours) |
| Sev 3 (Minor) | Non-critical bug or UI issue | 12 hours |