We commit to ≥99.0% monthly platform uptime under our Service Level Agreement (SLA). In a 30-day month, that’s at most 432 minutes (7h 12m) of unplanned downtime. Scheduled maintenance is excluded.

Table of contents

• SLA uptime at a glance
• How uptime is measured
• How to calculate monthly uptime
• Worked examples
• Scheduled maintenance policy
• How to request an SLA credit
• Where to check terms or ask a question
• FAQ (quick answers)

SLA uptime at a glance

• Commitment: ≥ 99.0% monthly uptime (plan/SLA dependent).
• Equivalent unplanned downtime (per month):
• 28 days: ≤ 403 min (≈6h 43m)
• 30 days: ≤ 432 min (≈7h 12m)
• 31 days: ≤ 446 min (≈7h 26m)
• Reference: See the official Service Level Agreement (SLA).

How uptime is measured

• Automated self-tests: Health checks run every 20 minutes (72/day) across key services.
• What a failed self-test means: One failure can represent up to a 20-minute interval of potential unavailability until the next successful test (or measured incident end).
• Rule of thumb (max failed checks to stay ≥99%):

Thresholds assume one failed check ≈ one 20-minute window. Final SLA uses incident start–end timestamps in Coordinated Universal Time (UTC).

How to calculate monthly uptime

When/Why: Verify your month’s uptime or support an SLA-credit request.
Prerequisites: List of unplanned incidents with start–end times (UTC), or a count of failed 20-minute checks.

Method A — using incident minutes

1. Total minutes: DaysInMonth × 24 × 60
2. Unplanned downtime: Sum incident minutes (exclude scheduled maintenance).
3. Uptime %:Uptime % = ((TotalMinutes − UnplannedDowntimeMinutes) / TotalMinutes) × 100
4. Result: ≥ 99.0% meets the SLA.

Method B — using failed 20-minute checks

1. Downtime minutes: FailedChecks × 20
2. Apply the same formula above.

Copy-paste (Excel/Sheets)

= ((A2 - B2) / A2) * 100

Where A2 = TotalMinutes, B2 = UnplannedDowntimeMinutes.

Optional pass/fail helper

=IF(((A2-B2)/A2)>=0.99,"Meets 99%","Below 99%")

Copy-paste CSV template (example)

DaysInMonth,UnplannedDowntimeMinutes,FailedChecks30,420,21

Worked examples

• Example A (30-day, failed-check method):
  FailedChecks = 21 → Downtime = 420 min
Uptime = (43,200 − 420) / 43,200 = 99.03% ✅ Meets 99.0%.
• Example B (31-day, incident minutes):
  Incidents total 440 min →
  Uptime = (44,640 − 440) / 44,640 = 99.01% ✅ Meets 99.0%.
• Example C (28-day):
  FailedChecks = 21 → Downtime = 420 min →
  Uptime = (40,320 − 420) / 40,320 = 98.96% ❌ Below 99.0%.

Scheduled maintenance policy

• Frequency: Up to 2 events per 14 days
• Duration: Up to 2 hours per event
• Timing: During non-working hours
• Notice: Customers are notified in advance
• SLA impact: Scheduled maintenance is excluded from uptime calculations

How to request an SLA credit

If your measured uptime falls below 99.0% (per your plan’s SLA), submit a request.

Submission template (copy-paste)

Subject: SLA Credit Request – <Account Name> – <Month YYYY-MM>Plan: <Your Plan>Observed Uptime: <e.g., 98.85%>Evidence: <incident timestamps or failed-check counts, screenshots, ticket links>Maintenance Windows: <list scheduled windows>Business Impact: <brief>Contact: <name, email, phone>

Where to submit: Support portal → ticket type SLA Credit, or email support@myoperator.com with the above details.

Where to check terms or ask a question

• Official SLA: MyOperator Service Level Agreement (SLA)
• Plan-specific uptime & history: Email support@myoperator.com for your commitment and historical uptime report.
• Live status (if available): Status page

FAQ

What’s the standard uptime? ≥ 99.0% monthly (plan-specific).

Does scheduled maintenance count against uptime? No; it’s excluded.

How often do you test availability? Every 20 minutes (72/day), plus real-time monitoring.

How can I verify uptime myself? Use the formula above with incident minutes or failed checks and compare to the 99.0% threshold.