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OnSign Service Uptime SLA

Service Level Objective (SLO)
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During the term of the customer’s subscription (the “Agreement”), OnSign will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of 99.9% for the Covered Service defined below (the “SLO”).

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Covered Service
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“Covered Service” means the production OnSign service (control panel and public APIs) at the service endpoints specified in OnSign’s documentation.

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Definitions
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Monthly Uptime Percentage = (Total minutes in calendar month − Downtime minutes) * 100% / Total minutes in calendar

Downtime means a failure of the Covered Service resulting in either:

(a) HTTP 5xx responses or
(b) request timeouts exceeding 30 seconds

for valid requests from at least two independent monitoring locations.


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  • Downtime is measured only for requests that should reasonably succeed (i.e., excluding invalid auth, 4xx due to client error, or rate-limited requests).

  • Downtime Period means one or more consecutive full minutes of Downtime. Partial minutes and intermittent errors totaling less than one minute are not counted.


Financial Credits


If OnSign does not meet the SLO in a given calendar month, and Customer meets the obligations below, Customer is eligible for the following Service Credits, applied to the monthly subscription fee for the Covered Service for that month:​​​​​​​​​​​​

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Monthly Uptime Percentage                                                    Service Credit

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≥ 95.0% and < 99.9%                                                                              10%

≥ 90.0% and < 95.0%                                                                              25%

< 90.0%                                                                                                        100%

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Notes:

  • Credits apply per account, per month and are calculated only on fees for the Covered Service (excluding taxes, overages, add-ons, professional services, and third-party pass-throughs).

  • Credits are not refunds; they are applied to future invoices.


Customer Obligations
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Customer must submit a credit request to OnSign Support within 30 days after the end of the month in which the SLO was not met, including: (i) approximate timestamps of the suspected Downtime Periods, (ii) impact description, and (iii) any relevant logs or screenshots. OnSign will compare against its monitoring data to validate eligibility.

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Maximum Credit
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The maximum aggregate credit for a single billing month will not exceed 100% of the monthly fee for the Covered Service for that month.


Exclusions


This SLA does not apply to any unavailability, suspension, or termination of the Covered Service that is:

  • Scheduled Maintenance announced at least 72 hours in advance (and not exceeding reasonable maintenance durations),

  • caused by factors outside OnSign’s reasonable control (e.g., force majeure, widespread internet or cloud-provider failures, DDoS where industry-standard mitigation is in place),

  • the result of Customer or third-party software/hardware, network, or misuse (including misconfiguration, credential issues, excessive or malformed requests),

  • due to quota/budget limits, suspension under the Agreement, or use of beta/preview features, or

  • related to endpoints or features not designated as production.


Sole Remedy


Service Credits are Customer’s sole and exclusive remedy for any failure by OnSign to meet the SLO.

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