Service Level Agreement

Last updated: 2026-05-24

MCPSpend is operated by NEW RZS SRL (CUI RO48756557, Bragadiru, Ilfov, Romania). This SLA applies to paid customers (Pro, Team, Enterprise) and is part of our Terms of Service. Free-tier usage is best-effort.

Uptime commitments

"Uptime" is calculated monthly as the percentage of time during which the production API, dashboard, and ingest endpoint were accessible. Public uptime history is published at /status.

Free

Best-effort

Service credit

None

Support response

Community (Discussions / public Discord)

Incident notification

Status page only

• No formal SLA. Same code, same infrastructure as paid tiers — just no contractual guarantee.

Pro ($29/mo)

99.5% monthly

Service credit

10% of monthly fee per 0.5% below target

Support response

< 2 business days (email)

Incident notification

Status page + opt-in email

• Service credit caps at 100% of the monthly fee per month.
• Customer must claim within 30 days of the incident.

Team ($99/mo)

99.9% monthly

Service credit

15% of monthly fee per 0.1% below target

Support response

< 1 business day (email)

Incident notification

Status page + automated email + Slack webhook

• Audit log + per-customer attribution + webhooks included.
• DPA signed within 5 business days on request.

Enterprise ($499/mo)

99.95% monthly

Service credit

25% of monthly fee per 0.1% below target

Support response

< 4 hours business hours · < 8 hours weekends

Incident notification

Status page + automated email + Slack + named contact

• Quarterly business review on request.
• Custom DPA terms negotiable.
• Dedicated single-tenant deploy option (separate VPS + DB).
• Audit log streaming to your SIEM (Splunk, Datadog) on request.

Service credits

When uptime falls below the contracted target in a calendar month, eligible customers receive a credit applied to the following month's invoice. Credits do not extend the term, are not refunded as cash, and require the customer to email support@mcpspend.com within 30 days of the incident with the relevant time window.

Excluded from uptime calculation

Scheduled maintenance announced ≥ 48h in advance via status page
Customer-side issues (revoked API keys, network on customer side, exceeded quota)
Force majeure (natural disasters, regional internet outages, regulatory action)
Issues caused by third parties NOT under our control (npm registry down, etc.)
Brief connection drops < 60 seconds inside a calendar month

Severity classification

Severity	Definition	Initial response (Enterprise)
S1 / Critical	Complete production outage	< 1h, 24/7
S2 / Major	Major feature unavailable, no workaround	< 4h business hours
S3 / Minor	Feature degraded or partial outage with workaround	< 1 business day
S4 / Question	How-to question, feature request	< 2 business days

Contact

For SLA-related questions, contract negotiation, or to file a service credit claim, email support@mcpspend.com. For security-only issues, see data rights or email security@mcpspend.com.