Service Level Agreement

1. Uptime Commitment

WhoWorked targets 99.9% monthly uptime for the WhoWorked platform. Uptime is measured using UptimeRobot and is publicly visible on our status page. Monthly uptime is calculated over each calendar month (1st through last day): (total minutes − downtime minutes) / total minutes × 100.

Credit requests must be submitted within 30 days of the end of the affected calendar month.

2. Service Credits

If monthly uptime falls below 99.9%, eligible customers may request a service credit:

• 99.0%–99.9% uptime → 10% credit on that month's fee
• 95.0%–99.0% uptime → 25% credit on that month's fee
• Below 95.0% uptime → 50% credit on that month's fee

Credits are applied to the next invoice. Total credits in any calendar month shall not exceed 50% of that month's fees, regardless of the number of incidents. Credits are not redeemable as cash.

Service credits are the sole and exclusive remedy for failure to meet the uptime commitment. Customers waive all other claims related to downtime.

3. Exclusions

The following are not counted as downtime:

• Scheduled maintenance announced at least 24 hours in advance via the status page or email
• Outages caused by third-party infrastructure (Vercel, database provider, DNS, UptimeRobot)
• Issues caused by the customer's own systems, network, or configuration
• Force majeure events (e.g. natural disasters, war, government action, widespread internet outages)
• Cyberattacks or DDoS events targeting WhoWorked or its infrastructure providers

4. How to Claim

Email support@whoworked.com within 30 days of the end of the affected calendar month. Include the affected date range and a brief description of the impact. We will verify the incident against our monitoring data and apply any eligible credit within 30 days of receiving the request.

5. Applies To

This SLA applies to customers on the Team and Enterprise plans.