Draft for legal review. The operating company's details in [square brackets] are not filled in yet, so this page is not final.

Legal

Service Level Agreement

Last updated: October 6, 2026

This Service Level Agreement (the "SLA") sets out the availability that [LEGAL ENTITY NAME] ("we", "us", "our") commits to for Site Monitor (the "Service"), and what you receive if we miss it. It forms part of the Terms of Service (the "Terms").

1. Scope

This SLA covers:

• the web application at https://monitoring.concepcion.work, where you sign in, manage your websites and settings, and see your results, together with the server endpoints that the web application calls; and
• the running of scheduled checks of the websites you have turned on for monitoring ("enabled monitors").

Both are measured only through the health check described in section 2, which shows whether the Service is answering, its database is answering and scheduled checks are being started.

This SLA does not cover:

• the sending and delivery of alerts and reports: the health check does not measure them, and once we hand an alert to an email, SMS, Slack, ClickUp or webhook provider, or to your own mail server, its delivery is outside our control;
• the availability or speed of the websites you monitor;
• pages that others host for us, such as the checkout and billing pages hosted by Stripe;
• free trials, and any account that pays no fee for the month.

2. Availability commitment

We commit that the Service will reach a Monthly Availability of at least 99.5% in every calendar month.

Health check

The public address https://monitoring.concepcion.work/api/health. It answers HTTP 200 with {"ok":true} while the Service's database answers and our scheduler, which starts the scheduled checks, has completed a run within the last 6 minutes. Otherwise it answers HTTP 503.

Measurement Service

A separate monitoring system that we run on its own hosting account and its own database, apart from the Service. It requests the health check about every 2 minutes and records whether each request succeeded. We keep its daily record of requests and failures for at least 90 days and its monthly availability reports for at least 13 months.

Downtime

A period in which 3 or more consecutive requests to the health check fail, that is, each answers HTTP 503 or does not answer, as recorded by the Measurement Service. Each failed request in such a period counts as 2 minutes of Downtime. Time excluded under section 5 is not Downtime.

Monthly Availability

The minutes in the calendar month, minus the minutes of Downtime, divided by the minutes in the calendar month, expressed as a percentage: (minutes in the month - minutes of Downtime) / minutes in the month x 100.

Calendar month and times

Months, dates and times in this SLA are measured in Coordinated Universal Time (UTC).

For example, a 30-day month has 43,200 minutes, so 99.5% availability allows up to 216 minutes of Downtime in that month.

3. Service credits

If the Monthly Availability falls below 99.5% in a calendar month, you can claim a service credit (a "Credit") of a percentage of that month's Monthly Fee:

• Monthly Fee means the subscription fee you paid for the affected month for the plan your account was on at the end of that month, excluding taxes and after any discount. For a yearly plan, the Monthly Fee is one twelfth of the yearly fee you paid.
• Who is eligible. Credits are available only to accounts on a paid plan: Practice, Agency or Agency Plus. Free trials, and accounts that pay no fee for the month (for example, complimentary access we grant), are not eligible.
• How credits are given. A Credit is applied to a future invoice for your subscription. Credits are never paid in cash, have no cash value, and cannot be transferred. If your subscription ends before a Credit can be applied, the Credit lapses.
• Maximum. The total Credit for any one calendar month is never more than 50% of that month's Monthly Fee.
• Sole remedy. Credits are your sole and exclusive remedy for any failure by us to meet the commitment in section 2.

Worked example

Suppose your account is on the Agency plan at the list price of $49 a month, with no discount, and a 30-day month has 540 minutes of Downtime. The Monthly Availability is (43,200 - 540) / 43,200 x 100 = 98.75%, which earns a Credit of 25%: $12.25, applied to a future invoice. On the yearly Agency plan at $490 a year, the Monthly Fee is one twelfth of that, $40.83, and the same month earns $10.21.

4. How to claim

• Email support@concepcion.work within 30 days after the end of the calendar month in which the Downtime happened.
• Tell us the account's name or the account owner's email address, the dates and times (with the time zone) of the Downtime you experienced, and what you saw, for example that you could not sign in or that checks had stopped.
• We check each claim against the Measurement Service's records and our own records. If they show a Monthly Availability below 99.5%, we apply the Credit as described in section 3.
• We reply within a reasonable time and tell you the outcome either way. Claims made after the 30-day window, or that those records do not support, are not eligible.

5. Exclusions

Downtime does not include any time in which the health check fails because of:

• announced maintenance under section 6;
• events beyond our reasonable control (force majeure), such as natural disasters, war, terrorism, riots, government action, or widespread failures of the internet or of power or telecommunications networks;
• anything you, your team members, or anyone using your account's credentials did or failed to do, including use of the Service in breach of the Terms;
• errors in your configuration, such as a wrong website address, a monitor you turned off, or an alert channel set up incorrectly;
• a website you monitor being down, slow, or blocking our checks: that is what the Service measures, and it is not Downtime of the Service;
• failures or delays in delivering email, SMS, Slack, ClickUp or webhook messages once we have handed them to the provider or endpoint, including your own mail server;
• outages of the providers we rely on, such as Vercel, Upstash, Stripe or Resend, but only to the extent the outage is beyond our reasonable control. If an outage happens because of how we configured or used a provider, it is not excluded, and the Credit schedule in section 3 applies;
• suspension or limitation of your account, or monitoring paused, under the Terms or the Acceptable Use Policy, for example after an invoice remains unpaid;
• free trials, and accounts that pay no fee for the month.

6. Scheduled maintenance

We sometimes need to carry out maintenance that interrupts the Service. Maintenance counts as announced only if we email the account owner about it at least 48 hours before it starts. We will do the work when the Service is least used, and announced maintenance is excluded from Downtime for up to 8 hours in a calendar month; time beyond that counts as Downtime. Urgent work that we could not announce in advance, for example to fix a security problem, is not announced maintenance, so it counts as Downtime unless another exclusion applies.

7. Support targets

The times below are targets, not guarantees. Missing one does not earn a Credit or give you any other remedy.

• Support email. We aim to send a first reply to emails sent to support@concepcion.work within two business days.
• Agency Plus priority support. Customers on the Agency Plus plan get our priority queue: we aim to send a first reply within one business day.
• Security reports. We aim to acknowledge reports sent to security@concepcion.work within two business days, as our Security page explains.
• Business days are Monday to Friday, excluding public holidays in [COUNTRY OF REGISTRATION].

8. Changes to this SLA

We may update this SLA. If a change is material, we will email account owners at least 30 days before it takes effect, as the Terms provide for their own changes, and it will apply from the first calendar month that starts after that notice period. A change never affects a month that has already started. The date at the top of this page shows when the SLA was last updated.

9. Relationship to the Terms

This SLA is incorporated by reference into the Terms between you and [LEGAL ENTITY NAME], and the Terms govern it. It is the only commitment we make about the availability of the Service. Words this SLA does not define have the meaning given in the Terms.

The Service is operated by [LEGAL ENTITY NAME], [REGISTERED ADDRESS], [COUNTRY OF REGISTRATION], registration number [REGISTRATION NUMBER]. This SLA is governed by [GOVERNING LAW], and disputes about it are resolved by [COURTS OR ARBITRATION VENUE], as the Terms provide.

Contact: [LEGAL ENTITY NAME] · support@concepcion.work

TermsPrivacyRefundsDPAAcceptable useCookiesSubprocessorsSecurity