Service Level Agreement (SLA)
Effective: June 23, 2026 Last updated: June 23, 2026
This Service Level Agreement (“SLA”) describes our target availability and support response for Muzan. Unless a signed enterprise agreement says otherwise, these are good-faith targets, not financially backed guarantees, and no service credits are owed.
1. Scope
This SLA covers the production Dashboard and Public Menu. It does not cover Free-plan-only commitments beyond reasonable efforts, beta or preview features, or third-party services we do not control.
2. Definitions
- “Downtime” — a period in which the core Service is unavailable, excluding the situations in section 5.
- “Monthly Uptime Percentage” — total minutes in a calendar month minus Downtime minutes, divided by total minutes, expressed as a percentage.
3. Availability target
We target a Monthly Uptime Percentage of 99.9% for the core Service. This is a target we work toward, not a guarantee, unless agreed otherwise in writing.
4. Measurement
Availability is measured by our monitoring of the core Service at the application level. Short, transient errors and isolated requests may not be counted as Downtime.
5. Exclusions
The availability target does not apply to unavailability caused by:
- scheduled or emergency maintenance;
- factors outside our reasonable control, including failures of third-party providers (for example, hosting or payment processing), internet or network issues, and force-majeure events;
- your configuration, content, integrations, or network, or use that breaches the Terms or AUP;
- suspension or termination in accordance with the Terms.
6. Scheduled maintenance
We perform maintenance when impact is expected to be lowest and aim to give advance notice of planned work likely to affect availability. Emergency maintenance may be performed without notice where necessary for security or stability.
7. Support and response targets
Support is provided by email at support@muzan.app during business days. We aim for the following first-response targets, by severity:
- Critical (Service down or major outage): within 1 business day.
- High (key feature significantly impaired): within 2 business days.
- Normal (general questions, minor issues): within 3 business days.
These are response targets, not resolution guarantees. Enhanced response times and channels may be available under an enterprise plan.
8. Incident communication
For significant incidents affecting many customers, we aim to communicate status and updates by reasonable means (for example, email or an in-product/status notice) and to follow up after resolution.
9. Service credits
Standard Free and Pro plans do not include financially backed service credits. Where a signed enterprise agreement provides credits, those terms govern and are the sole remedy for missing the availability target.
10. Changes
We may update this SLA; the current version applies. We will communicate material changes by reasonable means.