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Enterprise IoT Solutions
High-scalable, reliable IoT infrastructure for enterprise environments
SLA
Service Level Agreement
Last updated: April 14, 2026
Plain-language summary
This SLA explains the uptime we commit to, how we measure it, and the service credits you can claim if we fall short. In short:
- We target 99.9% monthly uptime for data ingestion servers under standard contracts, and 99.95% for Enterprise contracts.
- We guarantee sensor availability of 99% uptime, subject to normal production environment conditions.
- If we miss our targets in a given calendar month, you can claim a service credit on a sliding scale (up to 50% of that month's fees).
- Claims are submitted by email within 30 days of the incident. We'll review and apply credits to your next invoice.
- This SLA forms part of our Terms of Use. Capitalized terms not defined here have the meanings given in the Terms.
1. Server infrastructure uptime
During each calendar month of your contract term, we will keep the data ingestion servers — including the APIs, message brokers, and storage systems that receive and process sensor telemetry — available in accordance with the following targets:
| Contract type | Monthly Uptime Target |
|---|---|
| Standard contract | 99.9% |
| Enterprise contract | 99.95% |
2. How we measure server uptime
Monthly Uptime Percentage for a calendar month is calculated as:
Downtime means a period of one or more consecutive minutes during which the data ingestion servers are unable to receive or process telemetry from the majority of connected sensors, as confirmed by our external monitoring. Downtime is measured from the moment we confirm the outage until ingestion is restored.
The following are not counted as Downtime:
- Scheduled maintenance for which we have notified affected customers by email at least 48 hours in advance. We aim to keep scheduled maintenance under 4 hours per calendar month and to perform it during off-peak hours.
- Emergency maintenance to address a security or stability risk, where we notify affected customers as soon as reasonably practical.
- Unavailability caused by factors outside our reasonable control, including upstream network failures, attacks on your infrastructure, or force majeure events described in the Terms.
- Failures caused by your network infrastructure, gateway configuration, or third-party connectivity services between your deployment site and our servers.
- Suspension or termination of your account for cause under the Terms.
- Beta or preview features clearly marked as such.
2a. Sensor availability
In addition to server uptime, we guarantee that sensors supplied and deployed by Meshintex will be available and transmitting data for at least 99% of the time per calendar month, measured per device, subject to normal production environment conditions.
Sensor Unavailability means a period during which a specific sensor fails to transmit data within its configured reporting interval, as detected by our monitoring platform. Sensor Unavailability is counted from the missed reporting interval until the sensor resumes normal transmission.
The following are not counted as Sensor Unavailability:
- Power interruptions at the deployment site (facility power outage, battery depletion caused by environmental conditions outside the specified operating range).
- Physical damage, vandalism, or tampering with the sensor hardware after installation.
- Network connectivity failures at the deployment site, including loss of cellular signal, Wi-Fi, or local area network access.
- Environmental conditions outside the sensor's rated operating specifications (temperature, humidity, vibration, etc.).
- Scheduled firmware updates or reconfiguration announced in advance.
- Sensors in deliberately offline or sleep mode as configured by the customer.
3. Service credits
If we miss the applicable Monthly Uptime Target in a calendar month, you are eligible for a service credit calculated as a percentage of the fees paid for the affected Service for that month:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below target, but ≥ 99.0% | 10% of monthly fees |
| ≥ 95.0%, but < 99.0% | 25% of monthly fees |
| < 95.0% | 50% of monthly fees |
Service credits are calculated on the monthly fees for the affected Service as set out in your contract and are applied to your next invoice. If you are in your final invoice period, we will refund the credit amount to your original payment method.
4. How to claim a credit
To request a service credit, email support@meshintex.com within 30 days of the end of the month in which the Downtime occurred. Please include:
- Your account ID or the email on the account.
- The dates and approximate times the Service was unavailable.
- Any logs, screenshots, or third-party monitoring reports that may help us verify the incident (optional but helpful).
We will acknowledge your request within 5 business days and issue the credit within 30 days of validating the claim. You don't need a specific subject line — a plain-language email is fine.
5. Support response times
We target the following first-response times during business hours (Mon–Fri, 9:00–18:00 UTC, excluding public holidays). Enterprise contracts with 24/7 support override these targets where specified in the contract.
| Severity | Description | Target first response |
|---|---|---|
| P1 — Critical | Service is fully unavailable or a security incident is in progress. | 1 hour (24/7) |
| P2 — High | Major feature broken; no reasonable workaround. | 4 business hours |
| P3 — Normal | Minor feature broken or general question. | 1 business day |
| P4 — Low | Feature request, documentation question. | 3 business days |
Support response targets are goals, not guaranteed credits. If we consistently miss them for your account, please escalate to support@meshintex.comand we'll work with you directly.
6. Sole remedy
The service credits described in Section 3 are your sole and exclusive remedy under this SLA for any failure by us to meet the uptime targets. Nothing in this SLA limits our obligations under the Terms, your statutory rights, or any additional commitments in a signed contract.
7. Changes to this SLA
We may update this SLA from time to time. For material changes that reduce your rights (for example, lowering the uptime target or reducing credit percentages), we will give at least 30 days' advance notice by email to the address on your account, and the change will take effect only at the start of your next contract term. Non-material changes (typos, clarifications, or changes that improve your rights) may take effect immediately upon posting.
8. Questions
Questions about this SLA or a specific incident? Please reach out:
Meshintex, Inc., Delaware, USA.