Service Level Statement

1. No Service Level Agreement

PageLantern does not offer a service level agreement, an uptime guarantee, or service credits. We make no commitment as to the availability, performance, latency, throughput or accuracy of the Service.

No availability target, uptime percentage, response time, check interval, alert-latency figure or similar number stated anywhere — on our website, in our documentation, on a pricing or comparison page, in a blog post, in a sales conversation, or in any marketing material — forms part of the Terms of Service, creates a warranty, or creates a remedy.

Check intervals shown on the pricing page describe how frequently a monitor is scheduled, not a guarantee that every check will run at that moment or at all.

2. What We Do Commit To

Not offering an SLA is not the same as offering nothing. These are real commitments, and they appear in the Terms of Service rather than only here:

• We operate the Service with reasonable care and skill.
• We publish our own operational status, and we will not present a status indicator as healthy when we know it is not.
• We will give at least 30 days' notice before discontinuing a material feature of a paid plan, and you may cancel and receive a pro-rata refund of prepaid fees if we do.
• We will give at least 30 days' notice of a material change to these documents or to the plan limits applying to a period you have already paid for.
• We will notify affected account owners without undue delay after confirming a security compromise of authentication material we hold, and will notify you of a personal data breach under our Data Processing Terms.
• We describe our security practices accurately rather than aspirationally, and we say where a protection does not apply.

3. How We Define Availability

Where we describe availability — for example on our public status page — we mean the ability to sign in to the customer portal and view your monitoring data.

Availability in that sense expressly excludes the delivery of notifications. Notification delivery depends on providers and carriers outside our control and is governed by Section 7 of the Terms of Service, which sets the boundary of our responsibility at the point a notification is accepted by the delivery provider. A delayed or undelivered alert is not "downtime" as we use the term, and would not be covered by an availability commitment even if we offered one.

It also excludes scheduled maintenance, emergency maintenance, and any period affected by circumstances beyond our reasonable control as described in the force majeure provision of the Terms of Service.

4. Free Plans, Trials, and Beta Features

The Free plan, any trial, and any alpha, beta, preview, early-access or experimental feature are excluded from every statement on this page and from any commitment we make about availability, support or performance. They are provided as is, as set out in Section 11 of the Terms of Service.

Free plan accounts pause monitoring after 45 consecutive days with no sign-in, as described in that Section. That pause is by design and is not an availability failure.

5. Why We Take This Position

An SLA is an operational commitment, not a marketing line. Administering one honestly requires measuring our own availability with an instrument independent of the service being measured, receiving and adjudicating credit claims within a fixed window every month, calculating tiered percentages, and issuing credits — reliably, indefinitely, including in weeks when the people who run PageLantern are unavailable.

A monitoring vendor that publishes an uptime commitment it cannot administer, or that quietly fails to honour a credit claim, has done something worse than not offering one. We would rather tell you the truth about what we commit to and let you weigh it.

If independent, contractually guaranteed availability with financial remedies is a requirement for you, we would encourage you to run a second, independent monitoring service alongside any provider — including us. That is good practice regardless of what an SLA says, because no monitoring service can reliably detect its own failure.

6. What Would Have to Change

We will consider offering a contractual service level for paid plans when all of the following are true: availability is measured continuously by an independent external instrument; incident response and on-call coverage are formalised and staffed; a claims process exists with a defined window and an auditable record; and the resulting exposure is insured.

If we do offer one, it will be introduced as a change to these documents on at least 30 days' notice, it will apply prospectively, and it will state the measurement method, the exclusions, the claim window and the remedy explicitly. Until then, the position on this page is our complete position, and nothing else overrides it.