Service Level Agreement
Last updated October 26, 2026
Draft: this document hasn't been reviewed by counsel yet and isn't in force. It describes how the service works today; the final version will replace it.
What Sukses360 Ltd commits to for workspaces on a paid plan: how available the service is each month, and the credit you get if we fall short.
1. What it covers
This agreement applies to workspaces on the Team and Business plans, as part of the Terms of Service (or a signed Master Service Agreement). It doesn't apply to the Free plan or to features marked beta.
It covers the parts of Underpass we run:
- The coordination service: signing devices in, and keeping their peer lists, access rules and settings up to date.
- The relay: carrying traffic between devices that can't connect directly.
- The dashboard: managing the workspace.
Traffic between your devices goes directly between them, not through us, so it isn't measured here. Devices that are already connected keep their direct connections if the coordination service is briefly unreachable; changes wait until it's back.
2. Monthly uptime
We aim for [99.9%] uptime for each covered part, every calendar month. Uptime is the share of minutes in the month when that part was available, leaving out the exclusions in section 4. A minute counts as down when our monitoring sees the part fail to answer from more than one location.
3. Service credits
If a covered part misses the target in a month, the workspace gets a credit on its next invoice:
| Monthly uptime | Credit (share of that month's fee) |
|---|---|
| Below [99.9%] | [10%] |
| Below [99.0%] | [25%] |
| Below [95.0%] | [50%] |
- Ask for a credit within 30 days of the month's end by writing to support@getunderpass.com with the dates and times you were affected.
- Credits for one month never exceed that month's fee, and can't be paid out as cash.
- Credits are the only remedy for missing the target.
4. What isn't counted
- Maintenance announced at least 48 hours ahead, up to 4 hours a month.
- Problems in your own devices, networks, firewalls or internet connection.
- Outages of third parties outside our control, including your identity provider, and force majeure.
- Suspension for breaking the Terms or the Acceptable Use Policy, or unpaid invoices.
- Use of an app version older than the two most recent releases.
5. Status and incidents
We tell workspace owners about incidents that affect them by email, with what happened and what we're doing about it, and follow up once it's resolved.
Underpass is operated by Sukses360 Ltd · [Registered address]