This Service Level Agreement ("SLA") describes the availability commitments and service credit remedies that Disqua provides to its customers. This SLA forms part of the Disqua Terms of Service.
1. Scope
This SLA applies exclusively to customers subscribed to the Pro, Business or Suite plan. Customers on the Free plan receive the Service on a best-effort basis and are not entitled to service credits or the uptime guarantees set out in this SLA. Enterprise customers are subject to the SLA terms agreed in their individual contract, which may supersede this document.
2. Service Availability
Disqua commits to the following monthly uptime targets for the core messaging Service (including the Disqua console, REST API, and WebSocket connection):
- Business and Suite plans: 99.9% monthly uptime — this allows for a maximum of approximately 43 minutes of unplanned downtime per calendar month.
- Pro plan: 99.5% monthly uptime — this allows for a maximum of approximately 3 hours and 36 minutes of unplanned downtime per calendar month.
- Free plan: Best effort. No uptime guarantee. No service credits available.
Monthly uptime percentage is calculated as follows:
Uptime % = ((Total minutes in the month − Downtime minutes) / Total minutes in the month) × 100
"Downtime" means the total accumulated minutes in a given calendar month during which the Service is unavailable, excluding Excluded Downtime as defined in Section 3.
3. Exclusions
The following are not counted as downtime for the purposes of this SLA:
- Scheduled maintenance: Planned maintenance windows communicated to customers at least 24 hours in advance via email and the Disqua status page.
- Force majeure: Events outside Disqua's reasonable control, including natural disasters, acts of government, internet outages, or third-party infrastructure failures.
- Customer-caused issues: Unavailability resulting from the Customer's actions or omissions, including misuse of the Service, improper configuration, or exceeding published rate limits.
- Third-party service outages: Disruptions caused by third-party services or providers outside Disqua's direct control, including upstream internet providers, DNS providers, or external integrations.
- Beta features: Features explicitly labelled as "beta" or "preview" are not subject to this SLA.
4. Monitoring and Status Page
Disqua operates a publicly accessible status page at status.disqua.com. This page provides:
- Automated checks of the core Service components (API, WebSocket, console, database, cache, email delivery and background processing), run every minute.
- Incident records, created automatically when a component fails repeated checks, with start time, affected components and resolution time.
- Uptime history for the previous 30 days.
For P1 incidents Disqua will provide a written summary of cause and remediation to affected customers on request.
5. Service Credits
If Disqua fails to meet the applicable monthly uptime target, eligible customers may request service credits according to the following schedule:
Business and Suite Plans
- Monthly uptime between 99.0% and 99.9% (below SLA target): 10% credit of the affected monthly fee.
- Monthly uptime between 98.0% and 99.0%: 25% credit of the affected monthly fee.
- Monthly uptime below 98.0%: 50% credit of the affected monthly fee.
Pro Plan
- Monthly uptime between 99.0% and 99.5% (below SLA target): 10% credit of the affected monthly fee.
- Monthly uptime between 98.0% and 99.0%: 25% credit of the affected monthly fee.
- Monthly uptime below 98.0%: 50% credit of the affected monthly fee.
Service credits are applied as a credit against future invoices and are not redeemable for cash. Credits are the Customer's sole and exclusive remedy for any failure by Disqua to meet the uptime commitments in this SLA. To receive a credit, the Customer must submit a credit request to support@disqua.com within 30 days of the end of the calendar month in which the SLA was not met. Requests submitted after this deadline will not be accepted.
6. Incident Communication
Disqua classifies incidents by severity and commits to the following initial response times (time from detection or report to first public update on the status page):
- P1 — Critical (Service unavailable or severely degraded): Initial response and status page update within 30 minutes. Updates at least every 30 minutes until resolved.
- P2 — Major (Significant performance degradation, core feature impaired): Initial response within 2 hours. Updates at least every 2 hours until resolved.
- P3 — Minor (Non-critical issue, workaround available, minor performance impact): Initial response within 8 business hours. Updates as significant developments occur.
7. Planned Maintenance
Disqua performs planned maintenance work to keep the Service secure, reliable, and up to date. Standard maintenance windows are typically scheduled for Sundays between 02:00 and 04:00 UTC, during periods of lowest global traffic. Disqua will:
- Notify customers via email and the status page at least 24 hours in advance of any planned maintenance that may affect Service availability.
- Aim to complete all maintenance within the scheduled window.
- Notify customers immediately if maintenance is expected to overrun or cause unexpected disruption.
Emergency maintenance required to address critical security vulnerabilities or prevent imminent Service failure may be performed with shorter notice.
8. Support
The following support response times apply during Disqua business hours (Monday–Friday, 09:00–18:00 CET), excluding Czech public holidays:
- Free plan: Community support via documentation and public forums. No direct email support SLA.
- Pro plan: Priority email support. Initial response within 4 business hours.
- Business plan: Priority email support. Initial response within 2 business hours. Escalation path to senior support team.
- Enterprise: 24/7 phone support, dedicated Customer Success Manager (CSM), and tailored support terms as agreed in contract.
All support requests should be submitted to: support@disqua.com
9. Contact
For SLA queries, credit requests, or support enquiries:
support@disqua.com
For real-time Service status:
status.disqua.com