SLA & service credits

Uptime target by plan

Pro — 99.9% monthly uptime target

Pro-plan businesses carry a default contractual SLA of 99.9% uptime, measured monthly. Falling short automatically queues a service credit for review.

Starter — no default contractual SLA

Starter does not carry a default contractual SLA credit. Starter businesses can upgrade to Pro at any time to add the uptime guarantee.

Credit ladder (Pro plan)

When a month's measured uptime falls below the 99.9% target, the credit amount scales with how far short we fall, using the highest rung the measured uptime qualifies for:

Below 99.9% uptime

10% credit

Below 99.5% uptime

25% credit

Below 99.0% uptime

50% credit

The credit percentage is applied against that plan's monthly SLA credit base to produce the credit amount for the month.

How credits are calculated and issued

Eligibility is computed automatically at month end from measured uptime. A PointMintz platform operator reviews each queued credit before anything is issued, then the approved amount is applied directly to the business's Stripe account balance — automatically offsetting a future invoice. There is no manual claim form to fill out or refund to request; if a Pro-plan month misses target, the credit is queued for you.

A business's own contract can set a different uptime target for that one business, which overrides the plan default described above.

Questions

For questions about the SLA, the credit ladder, or a specific month's uptime, contact us. For PointMintz's broader trust and compliance commitments, see the trust center.