Service Level Agreement
Version 2.1 · Effective May 15, 2026
This Service Level Agreement (“SLA”) describes MacYou's uptime commitments, how we measure availability, and the service credits available if we fall short.
1. Overview
MacYou is committed to providing highly available, dedicated Apple Mac Mini M4 Pro cloud infrastructure. This SLA applies to all paid MacYou services and defines the uptime targets, credit mechanisms, and exclusions that govern our availability commitments. This SLA is incorporated into and supplements our Terms of Service.
“Downtime” means a period during which your dedicated server is unreachable due to an infrastructure or network failure within MacYou's direct control. Downtime is measured from the moment MacYou confirms the issue (via our monitoring systems) to the moment service is restored.
2. Uptime Commitment
MacYou targets 99.9% monthly uptime for every subscription plan — Starter, Standard, Advanced, Pro, and Max. This is equivalent to a maximum of approximately 43 minutes of unplanned downtime per calendar month.
Customers on negotiated enterprise agreements may receive higher commitments (e.g. additional response-time guarantees, named account manager) as documented in their separate written agreement — see Section 8 below.
3. How Uptime Is Measured
Uptime is calculated as a percentage of total minutes in a calendar month, minus any Excluded Downtime (defined in Section 6):
Uptime % = ((Total Minutes − Downtime Minutes − Excluded Minutes) / (Total Minutes − Excluded Minutes)) × 100
The following are excluded from downtime calculations:
- Planned maintenance — scheduled maintenance windows for which MacYou provides at least 72 hours advance notice via email and/or the status page at macyou.co/status.
- Force majeure— events beyond MacYou's reasonable control, including natural disasters, wars, government actions, pandemics, power grid failures, and internet backbone outages.
- Customer-initiated actions — downtime caused by your own configuration changes, software installations, reboots, or actions taken through the MacYou dashboard, API, or CLI.
4. Service Credits
If MacYou fails to meet the applicable uptime commitment in any calendar month, you are eligible for service credits as compensation:
- Credits are calculated at 10% of your monthly fee for each 0.1% of uptime below the SLA target.
- Credits are capped at 30% of your monthly fee for that billing period.
- Credits are applied as account credit toward future invoices and are not redeemable for cash refunds.
- You must submit a credit claim within 7 calendar days of the end of the affected month. Claims submitted after this window will not be honored.
5. Credit Calculation
The following table illustrates service credit percentages based on actual monthly uptime against the 99.9% commitment:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 99.8% | 10% of monthly fee |
| 99.7% – 99.5% | 20% of monthly fee |
| Below 99.5% | 30% of monthly fee (maximum) |
Customers on negotiated enterprise agreements with a higher uptime target receive a credit schedule documented in their separate written agreement.
6. Exclusions
Service credits do not apply to downtime resulting from:
- Planned maintenance — scheduled maintenance with at least 72 hours advance notice.
- Customer actions — issues caused by your configuration, software, misuse of the platform, or actions performed via the dashboard, API, or CLI.
- Force majeure— events beyond MacYou's reasonable control as defined in Section 3.
- Third-party failures — outages caused by upstream internet service providers, DNS providers, CDN providers, or other services not operated by MacYou.
- Abuse or AUP violations — service suspension or termination resulting from violations of our Acceptable Use Policy.
7. Claiming Credits
To request a service credit, email [email protected] within 7 calendar days of the end of the affected billing month. Your request must include:
- Your MacYou account email address and server identifier(s).
- The dates and approximate times (UTC) of the downtime incidents.
- A brief description of how the downtime impacted your service.
- Any relevant evidence, such as monitoring logs or screenshots.
MacYou will review the claim against our internal monitoring data and respond within 5 business days. If the claim is approved, the credit will appear on your next invoice.
8. Enterprise Agreements
Customers who require additional service commitments beyond the standard 99.9% uptime target may negotiate a custom enterprise agreement. Typical bespoke provisions include:
- Higher uptime target with a credit schedule documented in the agreement.
- Dedicated support — a named account manager and priority access to the engineering team.
- Defined response times for critical (P1) incidents with 24/7/365 coverage.
- Other custom terms negotiated between MacYou and the customer in a separate written agreement.
To discuss an enterprise agreement, contact us at [email protected].
9. Changes to This SLA
MacYou may update this SLA from time to time. When we make material changes, we will notify you by email and/or by posting a notice on the platform at least 30 days before the changes take effect. Changes will not retroactively reduce credits owed for downtime that occurred before the effective date of the updated SLA.
The most current version of this SLA will always be available at macyou.co/legal/sla.
Also see our Terms of Service, Privacy Policy, and Acceptable Use Policy.