Last updated: 2025-09-24
This Service Level Agreement ("SLA") forms part of the agreement between Customer and Mycelo for paid subscriptions (Pro, Enterprise or a custom plan) ("Subscription"). Capitalised terms not defined here have the meaning given in the Terms & Conditions. Free tier usage is provided without SLA commitments.
For each calendar month during the Subscription Term Mycelo will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of 99.5% for the Core Application Service (real‑time collaboration, board access, user authentication and file serving). "Downtime" means minutes when the Service is unavailable for all users of a workspace due to Mycelo infrastructure issues. Downtime excludes:
Uptime is measured using internal monitoring across regions. Monthly Uptime Percentage = (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100%.
We may perform Scheduled Maintenance typically during low‑traffic windows (UTC weekend early hours). We aim to give at least 48 hours advance notice for changes expected to cause user impact > 5 minutes. Emergency maintenance (e.g., critical security patches) may occur without full notice but we will communicate status promptly.
Enterprise and Pro plans receive email support via support@mycelo.app. Response targets (business hours Monday–Friday, excluding UK public holidays):
| Priority | Description | Initial Response Target | Update Frequency |
|---|---|---|---|
| P1 - Critical | Complete outage or severe loss of core functionality | 4 business hours | Every 4 hours until mitigated |
| P2 - High | Major feature impairment with no reasonable workaround | 1 business day | Daily |
| P3 - Normal | Degraded behaviour or general issue with workaround | 2 business days | Every 3 business days |
| P4 - Low | Minor issue, cosmetic defect or enhancement request | 5 business days | As updates occur |
During P1 incidents we will post updates to the Status Page (when available) or via email to affected workspace admins. A post‑incident summary will be provided for P1 incidents within 5 business days describing impact, root cause (where known) and remediation actions.
If Monthly Uptime Percentage falls below 99.5% in a given month, Enterprise Customers may request a Service Credit. Credit tiers:
To receive a credit you must email billing@mycelo.app within 30 days after the month ends with: workspace ID, dates, and logs or description of the outage. Credits (a) apply to future invoices, (b) are capped at 100% of the subscription fees for the impacted month, and (c) are the sole and exclusive remedy for breach of this SLA.
No credits for downtime caused by: factors in section 1 exclusions; Customer acts or omissions; usage outside documented limits; unauthorised APIs or scripts; or suspension per the Terms (e.g. non‑payment, security).
We may update this SLA to reflect evolving infrastructure or support processes. Material reductions in commitments will take effect at the next renewal unless required earlier by law or security needs.
We may adjust priority classification based on impact scope, affected users, and availability of workarounds.
Questions about this SLA? Contact legal@mycelo.app.
