Service Level Agreement
Version 2.2 · Effective September 14, 2026
This Service Level Agreement (“SLA”) sets out Macyou's uptime commitment, how availability is measured, and the service credits available.
1. Overview
This SLA applies to all paid Macyou services and 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, measured from the time Macyou confirms the issue until service is restored, as determined by Macyou's records.
SERVICE CREDITS UNDER THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE BY MACYOU TO MEET THE UPTIME COMMITMENT. THIS SLA IS SUBJECT TO THE DISCLAIMER OF WARRANTIES AND THE LIMITATION OF LIABILITY IN SECTION 10 OF THE TERMS OF SERVICE.
2. Uptime Commitment
Macyou will use commercially reasonable efforts to achieve 99.9% monthly uptime for every subscription plan, equivalent to approximately 43 minutes of unplanned downtime per calendar month. Where a separate written agreement between you and Macyou states a different commitment, that agreement governs.
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
4. Service Credits
If Macyou does not meet the uptime commitment in a calendar month, you may claim service credits on the following basis:
- 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) |
6. Excluded Downtime
The following is Excluded Downtime and does not count towards Downtime or give rise to service credits:
- Planned maintenance — maintenance for which Macyou gives at least 72 hours notice by email or on the status page at macyou.co/status.
- Emergency maintenance — maintenance Macyou reasonably considers necessary to preserve the security, integrity or availability of the platform, for which advance notice may not be practicable.
- Customer actions — downtime caused by your configuration, software, reboots, misuse of the platform, or actions performed through the dashboard, API or CLI.
- Force majeure— events beyond Macyou's reasonable control, including natural disasters, war, government action, pandemics, power-grid failures and internet backbone outages.
- Third-party failures — outages caused by upstream internet service providers, DNS or CDN providers, or other services not operated by Macyou.
- Suspension under the AUP — suspension or termination resulting from a breach of our Acceptable Use Policy or from non-payment.
7. Claiming Credits
To request a service credit, email support@macyou.co 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 and notify you of its determination, which is final. An approved credit is applied to your next invoice. Credits have no cash value, are not transferable, and lapse on termination of the account.
8. Custom Agreements
Commitments other than those in this SLA may be agreed in a separate written agreement signed by both parties. Enquiries: sales@macyou.co.
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.