Service Level Agreement (SLA)
Uptime, performance, and support commitments for THROUGHPUTS paid plans.
Service Level Agreement (SLA)
This Service Level Agreement ("SLA") outlines the service availability, performance, and support commitments that MUA TECHNOLOGIES PRIVATE LIMITED ("Company") provides to Users of THROUGHPUTS ("Service"). This SLA is supplementary to the Terms and Conditions and is incorporated by reference.
This SLA applies to all paid Subscription Plans (Starter, Builder, Scale Mid, Enterprise, and discounted variants). Free or trial access is provided on an "as-is" basis without SLA commitments.
1. Availability and uptime commitment
Uptime guarantee
The Company commits to maintaining Service availability of 99.5% per month, measured from the Company's monitoring systems.
Calculation of downtime
Downtime is measured from the moment the Service becomes unavailable
(HTTP 5xx status codes or timeout errors returned to valid API
requests) until it is restored.
Downtime excludes:
- Scheduled maintenance windows (see below)
- Downtime caused by User error, network issues, or third-party services
- Denial-of-service (DoS) attacks or security incidents
- Events beyond the Company's reasonable control (force majeure)
Measurement and monitoring
Uptime is measured by continuous automated monitoring of critical Service endpoints from geographically distributed monitoring points.
Scheduled maintenance
Scheduled maintenance does not count as downtime, provided:
- Maintenance is scheduled during low-traffic periods (typically weekends, 2–6 AM IST)
- At least 72 hours advance notice is given via email and the Status Page
- Each window does not exceed 4 consecutive hours, no more than twice per month
2. Performance standards
API response time
The Company commits to responding to 99% of valid API requests within the following response times (measured from request receipt to output delivery, excluding network latency beyond the Company's control):
| Plan | P50 | P95 | P99 |
|---|---|---|---|
| Starter | ≤ 1 second | ≤ 3 seconds | ≤ 10 seconds |
| Builder | ≤ 800 ms | ≤ 2.5 seconds | ≤ 8 seconds |
| Scale Mid | ≤ 600 ms | ≤ 2 seconds | ≤ 6 seconds |
| Enterprise | ≤ 500 ms | ≤ 1.5 seconds | ≤ 5 seconds |
Request success rate
The Company commits to successfully processing 99.9% of valid API requests that do not exceed rate limits. Valid requests that fail due to Service errors are eligible for a service credit.
Excluded issues
The following are not considered Service failures:
- Requests exceeding rate limits or daily quotas
- Requests with invalid API keys or authentication
- Requests with malformed syntax or invalid parameters
- Requests blocked by security filters or abuse detection
- Network latency or packet loss between the User and the Service
- Third-party service failures (e.g., payment processor, CDN)
- Client-side timeouts or connection issues
3. Service credits
If the Company fails to meet the uptime guarantee or request success rate in a calendar month, the User is eligible for a service credit applied to the next month's invoice or balance.
Credits are calculated based on monthly uptime percentage:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 98.0% – 98.99% | 25% of monthly fee |
| 97.0% – 97.99% | 50% of monthly fee |
| Below 97.0% | 100% of monthly fee |
Service credits are the exclusive remedy for any SLA failure. The Company is not liable for indirect damages, lost profits or revenue, data loss (unless caused by Company negligence), reputational harm, or third-party claims.
4. Support commitments
Support channels
- Email: [email protected]
- Web support portal: throughputs.in/support
- Phone (Enterprise plan only): 9500600673
Response times
| Severity | Response | Resolution target | Plans covered |
|---|---|---|---|
| Critical (outage affecting all users) | 30 minutes | 4 hours | All paid plans |
| High (significant degradation) | 1 hour | 8 hours | All paid plans |
| Medium (feature broken, workaround exists) | 4 hours | 24 hours | Builder, Scale Mid, Enterprise |
| Low (general questions, documentation) | 8 hours | Best effort | All paid plans |
Enterprise plan: dedicated support available 24/7/365, with response times of 15 minutes (Critical) / 30 minutes (High) / 2 hours (Medium).
Severity definitions
- Critical — Service completely unavailable, affecting all Users; outages, catastrophic data loss, or security breaches.
- High — Significant portion of Users affected; degraded performance, intermittent errors, or loss of a key feature.
- Medium — Limited Users affected; non-critical features unavailable or degraded, workaround available.
- Low — Minor issue; documentation request or general inquiry.
5. Exclusions and limitations
The Company is not liable for SLA failures caused by:
- Force majeure — natural disasters, wars, terrorism, cyber attacks, government action, epidemics, power outages, or third-party service failures (ISP, hosting provider, DDoS mitigation).
- User-caused issues — the User's network, malformed requests, exceeded limits, compromised API keys, bugs in User code, or third-party integrations.
- Security incidents — during active incidents (e.g., DDoS attacks) the Company may temporarily reduce availability to protect system integrity. Such actions are not SLA failures.
6. Reporting and transparency
- Status page — current and historical uptime data are updated in real time on the Status Page.
- Monthly SLA report — available on request to [email protected] within 10 business days, covering uptime percentage, downtime incidents, response-time metrics, support ticket statistics, and applicable service credits.
7. Changes to this SLA
The Company may update this SLA with 30 days' notice via email. Changes to uptime commitments or support response times apply to new subscriptions only. Material adverse changes apply to renewals only, not mid-term.
8. Contact and escalation
- Support issues and SLA disputes: [email protected]
- Legal matters: [email protected]
This SLA is governed by the laws of India and incorporated into the Terms and Conditions. Disputes are resolved per the dispute resolution mechanism in the Terms and Conditions.
See also: Refund Policy · Trust Center · Contact Directory