Service Level Commitment
Effective: February 1, 2026
Scope
This Service Level Commitment applies to the core Tuutio web application and API. It does not apply to third-party integrations, services accessed through those integrations, or any beta, preview, or experimental features.
Uptime Commitment
We strive to maintain 99.5% uptime for the Tuutio service, measured on a monthly basis.
How We Measure Uptime: The Service is considered "available" when the core web application and API respond successfully to automated monitoring checks. "Downtime" means a period of five (5) or more consecutive minutes during which the Service is unavailable according to our monitoring systems. Brief interruptions, degraded performance, or issues affecting only a subset of features are not counted as downtime unless they prevent core functionality from operating.
Scheduled Maintenance
Occasionally, we perform scheduled maintenance to improve the Service. We will provide at least 24 hours' advance notice when feasible, typically via email or in-app notification. Scheduled maintenance is generally performed during off-peak hours (evenings and weekends, Pacific Time).
Emergency maintenance to address security vulnerabilities or critical issues may occur without advance notice. Scheduled maintenance windows are excluded from uptime calculations.
Exclusions
The following are not counted toward downtime calculations:
- Scheduled maintenance windows
- Outages caused by third-party providers, including cloud hosting, DNS, authentication services, payment processors, or AI providers
- Issues caused by factors outside our control, including your network connectivity, browser configuration, firewall settings, or third-party integrations you have enabled
- Force majeure events, including natural disasters, major internet outages, or other circumstances beyond our reasonable control
- Beta, preview, or experimental features, which are provided without uptime commitments
No Guarantees
This commitment represents our operational goal, not a guarantee. The Service is provided on a "best efforts" basis as described in our Terms of Service.
We may offer service credits at our discretion for extended outages, but we are not obligated to do so.
Data Integrity
This uptime commitment does not guarantee zero data loss. While we maintain regular backups with point-in-time recovery capabilities as described in our Security Practices, you are responsible for maintaining your own copies of critical data. We recommend periodically exporting important Customer Data.
Service Status
In the event of an outage, check our status page at https://status.tuutio.com for updates. The status page is the authoritative record of service incidents and their duration for purposes of this commitment.
During major outages, we will post updates to the status page at least every 30 minutes until the issue is resolved.
Support
For support inquiries, contact us at support@tuutio.com. Support is available primarily during business hours, Pacific Time, Monday through Friday. We do not guarantee specific response times.
Reporting Downtime: If you believe the Service is experiencing an outage, please check https://status.tuutio.com first. If the issue is not reflected there, email support@tuutio.com with "URGENT: OUTAGE" in the subject line. Include a brief description of the issue, the approximate time it started, and any error messages you observed.