This SLA defines what ManySignal commits to in terms of availability, how we measure it, what credits apply when we miss it, and how we communicate during incidents. These are commitments, not aspirations.
Scope and definitions
This Service Level Agreement ("SLA") applies to the ManySignal agentic SOC and MDR platform ("Service") provided under a paid subscription. It is incorporated into and governed by the applicable Terms of Service or Master Services Agreement.
"Availability" means the percentage of time in a calendar month during which the Service is operational and accessible to Authorized Users, excluding Scheduled Maintenance Windows and Excluded Downtime (defined below). "Downtime" means a period of at least one consecutive minute during which the Service is wholly unavailable, as measured by ManySignal's external synthetic monitoring system.
"Standard Plan" refers to the Standard, Growth, and Team subscription tiers. "Enterprise Plan" refers to subscriptions designated as Enterprise on the applicable order form.
Uptime commitments
| Plan | Monthly uptime target | Max allowable downtime / month | Max allowable downtime / year |
|---|---|---|---|
| Standard | 99.9% | 43.8 minutes | 8.76 hours |
| Enterprise | 99.95% | 21.9 minutes | 4.38 hours |
Availability is calculated monthly as: ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100. ManySignal publishes real-time and historical availability at status.manysignal.com.
Service credit schedule
| Monthly availability achieved | Credit (% of monthly fee) |
|---|---|
| ≥ Uptime target | None |
| 99.0% to < uptime target | 10% |
| 95.0% to < 99.0% | 25% |
| < 95.0% | 50% |
Credits are issued as a reduction against the next invoice. Credits are Customer's sole and exclusive remedy for Availability failures and are capped at 50% of the monthly fee for the affected month. Credits may not be converted to cash and are non-transferable.
How to claim a service credit
To claim a credit, Customer must: (a) submit a support ticket at support.manysignal.com with the subject line "SLA Credit Request" within 30 days of the end of the affected month; (b) include the approximate start and end times of the observed Downtime; and (c) describe the impact to the Customer's operations. ManySignal will investigate and respond with a credit decision within 10 business days.
ManySignal's measurement of Availability using its external monitoring system is determinative. Customer-side measurement may differ due to last-mile network conditions, which are not counted as Downtime for purposes of this SLA.
Excluded downtime
The following events are excluded from Availability calculations and do not constitute Downtime: (a) Scheduled Maintenance Windows communicated at least 72 hours in advance via status.manysignal.com and in-product notification; (b) Emergency Maintenance required to address a critical security vulnerability, notified as early as practicable; (c) outages caused by Customer's actions, including misconfiguration of integrations, exceeding contracted event-per-second limits, or revocation of required API permissions; (d) outages caused by factors outside ManySignal's reasonable control, including internet backbone failures, DNS outages, or acts of force majeure; (e) outages affecting Beta or pre-GA features; (f) periods during which Customer has suspended the Service.
Scheduled maintenance windows
ManySignal schedules routine maintenance during low-traffic windows: Sundays, 02:00–06:00 UTC for US-based tenants and Sundays, 22:00–02:00 UTC Saturday–Sunday for APAC-based tenants. Enterprise customers may request an alternative window in their order form.
Maintenance that requires the Service to be fully unavailable will be communicated at least 72 hours in advance. Maintenance that may degrade (but not interrupt) the Service will be noted in the status page changelog but may not warrant advance notice.
Incident notification and communication
Upon detecting a P1 incident (complete Service unavailability) or P2 incident (significant degradation of core capabilities), ManySignal will: post an incident notice to status.manysignal.com within 15 minutes of detection; send email notification to the Customer's designated incident contact within 30 minutes; provide status updates at least every 60 minutes for the duration of the incident; and publish a post-incident review (PIR) within five business days of resolution for any incident exceeding 30 minutes of Downtime.
Customers may subscribe to real-time status notifications — via email, SMS, Slack, or webhook — at status.manysignal.com. Enterprise customers may designate up to five incident-notification contacts in their account settings.
Support tiers and response times
| Priority | Description | Standard initial response | Enterprise initial response |
|---|---|---|---|
| P1 — Critical | Service is wholly unavailable or a security-critical function is non-operational | 2 hours (24×7) | 30 minutes (24×7) |
| P2 — High | Major feature degraded; workaround not available | 8 business hours | 2 hours (24×7) |
| P3 — Normal | Non-critical degradation; workaround available | 2 business days | 8 business hours |
| P4 — Low | General questions, documentation requests, feature requests | 5 business days | 2 business days |
"Initial response" means acknowledgement of the ticket and assignment of an owner. Resolution time depends on the complexity of the issue and is not guaranteed except for P1 incidents, for which ManySignal will provide a workaround or fix within eight hours for Enterprise customers.
Changes to this SLA
ManySignal may update this SLA from time to time. For any change that reduces uptime commitments or credit percentages, ManySignal will provide at least 60 days' written notice. Changes that improve commitments are effective immediately upon posting.
Questions about this SLA should be directed to [email protected] or your designated Customer Success Manager.
Questions about this document?
Contact our legal team at [email protected]. For security disclosure, use [email protected].