Last Updated: 2026-05-29
URL: https://unmarkvideo.com/legal/sla
Effective Date: 2026-05-29
This Service Level Agreement ("SLA") governs the availability of UnMark's paid subscription services. This SLA applies to all paid subscribers and is incorporated by reference into our Terms of Service.
UnMark commits to maintaining a monthly service uptime of 99.9% for paid subscribers, measured as the percentage of time the service is operational and accessible.
99.9%
Excluding scheduled maintenance and excluded events
30 days
Uptime calculated monthly, reset on the 1st of each month
UnMark categorizes incidents by severity and commits to the following response and resolution timeframes:
Response within 30 minutes; resolution effort within 4 hours. Full service unavailable for all users.
Response within 1 hour; resolution effort within 8 hours. Core functionality significantly impaired.
Response within 4 hours; resolution effort within 24 hours. Non-core features affected or intermittent issues.
Response within 24 hours; resolution in next release. Cosmetic issues or minor bugs with workarounds.
If UnMark fails to meet the 99.9% uptime commitment in a given month, eligible subscribers may request service credits as follows:
99.0% - 99.89%
10% service credit
95.0% - 98.99%
25% service credit
< 95.0%
50% service credit
Service credits are calculated as a percentage of the monthly subscription fee and applied as a credit to the next billing cycle. Credits must be requested within 30 days of the incident. Credits do not constitute a refund and are the sole remedy for SLA breaches.
UnMark performs regular maintenance to ensure service stability and security:
Subscribers can report incidents and request support through the following channels:
This SLA applies only to paid subscribers. Free tier users are not covered by this SLA.
Service credits are the sole and exclusive remedy for any failure to meet this SLA.
UnMark is not liable for any indirect, consequential, or punitive damages arising from service unavailability.
UnMark may update this SLA from time to time. Material changes will be announced at least 30 days in advance via email. Continued use of the service after the effective date constitutes acceptance of the updated SLA.
If you have any questions about this SLA or need to request a service credit, please contact us:
Related documents: Terms of Service · Refund Policy · Security Overview
