This Service Level Agreement ("SLA") is part of the agreement between LTFI Tech, LLC ("OpsPing," "we") and the customer ("you") under the OpsPing Terms of Service. It applies only to standard paid OpsPing subscriptions. It does not apply to beta, free-trial, evaluation, or proof-of-concept ("PoC") access ("Evaluation Access" under the Terms), whether free or paid — unless the applicable order form or written agreement expressly extends this SLA to that access.
1. Uptime Commitment
OpsPing commits to a Monthly Uptime Percentage of at least 99.5% for the Service in each calendar month, measured in UTC.
Monthly Uptime Percentage = 100% minus (minutes the Service was Unavailable in the month / total minutes in the month).
The Service is "Unavailable" when, as determined by OpsPing's monitoring and logging systems (which are the authoritative record for this SLA):
- the OpsPing API cannot accept alert ingestion requests, or
- the notification dispatch pipeline fails to hand alerts to the configured downstream delivery services within five (5) minutes of OpsPing receiving the alert, based on your configured policies and notification rules (excluding any delay you configured, such as notification-rule delays or escalation wait steps).
Delivery by downstream services is not part of this SLA. OpsPing is responsible up to the point of handoff to the delivery provider — Apple Push Notification service, Google Firebase Cloud Messaging, the Expo push relay, SMS/voice carriers (via Twilio), and email providers (via Amazon SES). Their networks, your device, OS-level notification settings, and carrier delivery are outside our control and outside this SLA.
2. Service Credits
If Monthly Uptime Percentage falls below the commitment, you may claim a credit against the affected subscription's fees for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Less than 99.5% but at least 99.0% | 10% of the month's fees |
| Less than 99.0% but at least 97.0% | 25% of the month's fees |
| Less than 97.0% | 50% of the month's fees |
- Credits are calculated per subscription and month, are capped at 100% of that month's fees, and are applied against future invoices. They are not cash refunds and are not transferable.
- Multiple availability failures with a single root cause are treated as one event for credit purposes.
To claim a credit, email legal@ops-ping.com within thirty (30) days after the end of the calendar month in which the failure occurred, including the dates/times of the alleged failures and the alerts affected. We will confirm or deny the claim against our monitoring records within thirty (30) days. Accounts with overdue payments are not eligible.
3. Exclusions
This SLA does not apply to unavailability caused by:
- delivery failures of downstream providers (push, SMS/voice carriers, email) after OpsPing's successful handoff, including device-side or OS-level notification suppression;
- your equipment, network, software, data, or misconfiguration (including disabled channels, missing push tokens, or expired credentials);
- scheduled maintenance announced at least 24 hours in advance where practicable, and emergency maintenance required to protect the Service;
- force majeure or other factors outside OpsPing's reasonable control (including internet backbone, DNS, or cloud-region failures beyond our single deployment);
- misuse of the Service, breach of the Terms, or use of beta/experimental features;
- beta, trial, evaluation, or PoC accounts (unless an order form expressly extends this SLA to them).
4. Exclusive Remedy
Service credits under this SLA are your sole and exclusive remedy for any failure to meet the uptime commitment. Nothing in this SLA limits Section 13 (Disclaimers) or Section 14 (Limitation of Liability) of the Terms of Service.
5. Changes
We may update this SLA from time to time; material reductions to the commitment will be announced at least thirty (30) days before taking effect and will not apply retroactively to a month already ended.
Questions about this SLA: legal@ops-ping.com. Effective date: September 2026.