01Uptime commitment
Guardian Hub commits to the following monthly uptime targets for the core platform (dashboard, API, and monitoring engine):
Starter
99.5%
≤ 3.65 h/mo downtime
Professional
99.7%
≤ 2.19 h/mo downtime
Business
99.9%
≤ 43.8 min/mo downtime
Enterprise
99.95%
≤ 21.9 min/mo downtime
Uptime measurement
Uptime is calculated as a percentage of total minutes in a calendar month, excluding scheduled maintenance windows. We measure availability using automated checks from multiple geographic locations every 60 seconds.
Live status and incident history are published at status.guardianplug.com.
02Scheduled maintenance
Scheduled maintenance windows are excluded from uptime calculations. We will:
- Provide at least 48 hours' advance notice via the dashboard and/or email for planned maintenance
- Schedule maintenance during low-traffic periods (typically Sunday 02:00–05:00 UTC)
- Limit routine maintenance windows to 2 hours per month maximum
Emergency maintenance required to protect security or data integrity may be performed without prior notice. We will communicate via the status page as quickly as possible.
03Support response targets
| Plan | Channel | Priority 1 (service down) | Priority 2 (major impact) | Priority 3 (minor) |
|---|---|---|---|---|
| Starter | Email / ticket | 8 business hours | 24 business hours | 72 business hours |
| Professional | Email / ticket | 4 business hours | 8 business hours | 48 business hours |
| Business | Email / ticket + chat | 2 business hours | 4 business hours | 24 business hours |
| Enterprise | Email / ticket + chat + dedicated | 4 business hours | 8 business hours | 24 business hours |
Business hours: Monday–Friday 09:00–18:00 CET, excluding UK and Italian public holidays.
Response times are targets, not guarantees. Actual resolution times depend on the nature and complexity of the issue.
04SLA credits
If we fail to meet the uptime commitment for a given calendar month, you are entitled to a service credit applied to your next invoice:
| Actual uptime | Credit |
|---|---|
| Below SLA target but above 99.0% | 10% of monthly fee |
| Below 99.0% but above 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to claim
Submit a credit request to support@guardianplug.com within 30 days of the incident month. Credits are the sole remedy for SLA breaches and are not redeemable for cash.
05Exclusions
The uptime SLA does not apply to unavailability caused by:
- Factors outside our reasonable control (force majeure, internet backbone outages)
- Actions or inactions of the Customer or third parties
- Your failure to follow configuration guidance
- Issues with third-party services not within our control (e.g. DNS propagation delays)
- Scheduled maintenance windows (per Section 2)
- Beta or experimental features clearly identified as such
- Suspension of service due to non-payment or Terms of Service violation
06Changes to this SLA
We may update this SLA with at least 30 days' notice. We will never reduce the uptime commitment for existing subscribers mid-term without offering the option to exit without penalty.
07Contact
Support: support@guardianplug.com
Status page: status.guardianplug.com