Last updated: May 1, 2026
This page covers two related but distinct topics: our Support Policy (how Upmetrics handles support requests and incidents) and our Service Level Agreement (the uptime commitment Upmetrics makes for its Services). Both accompany the Upmetrics Subscription Terms of Service available at https://upmetrics.co/terms-and-policies (the "Agreement"). Capitalized terms used here that are not defined have the meanings given to them in the Agreement.
Support Policy
Upmetrics offers support services for the Service ("Support") in accordance with the following terms:
- Support Hours. Support is available Monday through Friday from 8:00 PM to 5:30 AM Pacific Standard Time or 9:00 PM to 6:30 AM Pacific Daylight Time (9:30 AM to 7:00 PM Indian Standard Time). Support operations are conducted in Indian Standard Time. After hours, visit the Help Center for answers to common issues.
- Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service ("Incidents") by using our Contact Us page. Customer will provide information and cooperation to Upmetrics as reasonably required for Upmetrics to provide Support. This includes, without limitation, providing the following information to Upmetrics regarding the Incident:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident's impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data
- Wording of any error message
- Exclusions. Upmetrics will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Upmetrics' reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
Service Level Agreement (SLA)
Upmetrics commits to the following service availability terms:
- Target Availability. Upmetrics will use commercially reasonable efforts to make each Service available with an uptime of 99% of each calendar month ("Target Availability").
- Exclusions. The calculation of uptime will not include unavailability to the extent due to: (a) use of the Service by Customer in a manner not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Upmetrics' reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions; or (e) Scheduled Maintenance or reasonable emergency maintenance.
- Scheduled Maintenance. "Scheduled Maintenance" means Upmetrics' scheduled routine maintenance of the Services for which Upmetrics notifies Customer at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed eight (8) hours per month. Upmetrics typically performs Scheduled Maintenance once per month.
- Remedy for Failure to Meet Target Availability. If there is a verified failure of a Service to meet Target Availability in two (2) consecutive months, then Customer may terminate the applicable Subscription Term by sending written notice of termination within thirty (30) days after the end of the second such month, in which case Upmetrics will refund to Customer any fees Customer has pre-paid for use of such Service for the terminated portion of the applicable Subscription Term. This termination and refund right is Customer's sole and exclusive remedy, and Upmetrics' sole and exclusive liability, for Upmetrics' failure to meet the Target Availability.