Mews Service Level Agreement

Service Level Agreements

This Service Level Agreement governs the use of Mews Platform production environments under the terms of the Partner's Agreement with Mews.  

 

This article contains information about the following:

 

01 Uptime Commitment

The commitment

Mews will use commercially reasonable efforts to make the Mews production environment available with a Monthly Uptime Percentage of at least 99.9%, measured each calendar month. 

How Monthly Uptime Percentage is calculated

Monthly Uptime Percentage is calculated as follows: 

(Scheduled Availability − Unavailability) ÷ Scheduled Availability × 100 = Monthly Uptime Percentage 

Where: 

  • “Scheduled Availability” means the total number of minutes in the subscription month during which the production environment is scheduled to be available, as described in the Mews Maintenance Policy. 

  • “Unavailability” means the number of minutes during which the production environment was not Available. 

  • “Available” means the production environment URL(s) are responding to requests. 

02 Exclusions

Mews cannot guarantee Availability, and minutes of downtime will not count as Unavailability for SLA purposes, where the issue arises from: 

  1. Use of unsupported integrations or third-party connectors not within Mews’ control. 

  1. Use of the platform otherwise than in accordance with the Mews Platform Documentation and Product Documentation or the Acceptable Use Policy. 

  1. Exceeding the licensed entitlements set out in the applicable Commercial Schedule. 

  1. Connectivity issues between Partner’s systems and the Mews platform that are outside Mews’ network perimeter. 

  1. Temporary suspension of the platform in response to a denial-of-service (DoS) attack or other external event that Mews reasonably determines creates a material risk to the integrity or security of the subscription. During any such suspension, Mews will use reasonable efforts to notify Partner promptly by email and to provide regular updates on resumption of service. 

  1. Force majeure events, as defined in the MSA. 

  1. Partner-caused issues, including misconfiguration of Partner-controlled settings. 

03 SLA Credits

Entitlement

If the Monthly Uptime Percentage for any subscription month falls below 99.95%, Partner is entitled to receive a service credit equal to 10% of the subscription fees payable for that month (“SLA Credit”). Mews will apply any SLA Credit against subscription fees due under the applicable Commercial Schedule in a future billing period. Please note that the maximum amount of SLA Credits that can be awarded by Mews in a month shall not exceed 50% of the Monthly Fee payable to Mews. 

SLA Credits are the sole and exclusive remedy for any failure by Mews to meet the uptime commitment in this SLA. Any period of Unavailability that forms the basis of an SLA Credit cannot form the basis of any further or future claim. 

Note: SLA Credits are not paid as cash. They are applied as a reduction to a future invoice. 

How to claim

To claim an SLA Credit, Partner must submit a written request to Mews through the Help Center. The request must: 

  • identify the month in which the SLA was allegedly breached; 

  • set out the dates, times, and duration of each incident of Unavailability relied upon; and 

  • be submitted within 30 days of the incident. 

If Mews confirms that the Monthly Uptime Percentage did not meet the SLA, Mews will issue the SLA Credit within one billing cycle following the month in which the confirmed request was received. 

04 Measurement and Reporting

Mews measures uptime continuously through automated infrastructure monitoring. Real-time status information is available at https://status.mews.com. Partners may subscribe to receive email or SMS notifications for platform incidents. 

Scheduled maintenance windows that are communicated to Partner at least 48 hours in advance do not count as Unavailability. Security patches may be applied without prior notice; such patches are designed to be applied without causing downtime and will not count as Unavailability. 

 

Measurement basis 

Detail 

Unit 

Minutes per calendar month 

Target 

99.9% Monthly Uptime Percentage 

Scheduled maintenance excluded 

Yes, with minimum 48 hours’ advance notice 

Security patch windows 

Applied without notice; zero planned downtime 

Status page 

status.mews.com (real-time) 

 

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