1. What this covers
This service level agreement (SLA) is part of the agreement between InlineMeet and each customer on the Enterprise plan, and covers the InlineMeet service it buys: hosted meetings, the API and embedded calls, recording, and the dashboard. The support response times in section 6 also apply to the Pro and Business plans. The Free plan is provided as is, without service levels.
2. Uptime commitment
We commit to InlineMeet being available at least 99.9% of each calendar month.
Monthly uptime = (minutes in the month − minutes of downtime) ÷ minutes in the month, leaving out the exclusions in section 5.
A minute counts as downtime when, measured by our external monitoring every minute:
- the API answers more than 5% of valid requests with a server error (5xx) or not at all; or
- new participants cannot join calls, or calls in progress are dropped for everyone; or
- meetings at inlinemeet.com/meet cannot be started or joined.
A problem affecting only one feature — recording, webhooks, the whiteboard — is a Severity 2 issue, not downtime.
3. Service credits
If we miss the commitment in a month, you get a credit against that month’s fees for the service:
| Monthly uptime | Credit |
|---|---|
| Below 99.9%, at least 99% | 10% of the monthly fee |
| Below 99%, at least 95% | 25% of the monthly fee |
| Below 95% | 50% of the monthly fee |
- To claim, email support@inlinemeet.com within 30 days of the end of the month, with the times you were affected. We confirm or explain within 10 business days.
- Credits go against your next invoice. They aren’t refundable as cash, and are capped at 50% of the month’s fee.
- Credits are your sole remedy for missed uptime, except that if uptime is below 95% in two consecutive months you may end the agreement without penalty and get back what you prepaid for the rest of the term.
- No credit is due while an account is past due or suspended for breach of our terms.
4. Maintenance
Most updates go out with no interruption. When maintenance could interrupt calls, we schedule it in our window — Tuesday and Wednesday, 01:00–05:00 UTC — and announce it at least 72 hours ahead by email to account owners. Scheduled maintenance is limited to 4 hours a month; anything beyond that counts as downtime.
Emergency fixes for security issues may happen sooner, with as much notice as we can give.
5. Exclusions
Downtime does not include time when the service is unavailable because of:
- scheduled maintenance announced as in section 4;
- the customer’s own systems, code, network or configuration — including API calls that don’t follow the documentation, or exceeding rate limits;
- participants’ internet connections, devices, browsers or firewalls;
- a suspension under our terms, or acting on a customer’s instruction;
- features described as beta or preview;
- events beyond our reasonable control — a failure of the internet at large, a natural disaster, war, an attack on the internet’s infrastructure, or an action of government.
6. Support
Reach support at support@inlinemeet.com. Business days are Monday to Friday, 09:00–17:30 UK time, excluding public holidays in England.
| Plan | Support | First response |
|---|---|---|
| Pro | Email support | Within 2 business days |
| Business | Priority support | Within 1 business day |
| Enterprise | Dedicated manager | By severity — see below |
Enterprise response targets
| Severity | Meaning | First response | Updates |
|---|---|---|---|
| Severity 1 | The service is down or calls cannot be joined, for everyone in your workspace | 1 hour, around the clock | Every hour |
| Severity 2 | A major feature (recording, the API, scheduled meetings) is failing, with no workaround | 4 hours, around the clock | Every 4 hours |
| Severity 3 | Something is wrong but there is a workaround, or few people are affected | 1 business day | Daily |
| Severity 4 | A question, or a request for a feature | 2 business days | As needed |
A response is a person working on your issue, not an automatic reply. We set the severity with you and change it if the impact changes. Response targets are targets for how fast we start, not a promise of how fast an issue is resolved.
7. Incidents
During an incident affecting many customers we email the owners of affected Enterprise accounts as soon as we have confirmed it, update them until it is resolved, and send a written incident report within 5 business days for any Severity 1 incident.
8. Changes
We may improve this SLA at any time. We won’t make it less favourable to a customer during a term they have already paid for. This SLA is governed by the law of England and Wales.