Service Level Agreement
Last updated: June 12, 2026
1. Introduction
This Service Level Agreement ("SLA") describes the service levels that Mello provides for Mello Assistant paid subscription plans. This SLA applies only to paid subscribers and is subject to the terms of your subscription agreement.
2. Service Availability
2.1 Availability Commitment
Mello commits to maintaining the following service availability levels:
| Plan Type | Monthly Availability |
|---|---|
| Free Plan | 99.0% |
| Pro Plan | 99.5% |
| Enterprise | 99.9% |
2.2 Definition of Service Availability
Service Availability is calculated as follows:
Availability % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Downtime is defined as any period during which the Service is unavailable due to issues originating from Mello's infrastructure or systems.
2.3 Exclusions
The following are not considered downtime for purposes of this SLA:
- Scheduled maintenance (with at least 48 hours advance notice)
- Circumstances beyond our reasonable control (force majeure, internet service provider failures, etc.)
- Issues caused by third-party services or products
- User-side network or connectivity issues
- Problems resulting from user's actions or inactions
3. Scheduled Maintenance
3.1 Notice
We will provide at least 48 hours' advance notice of any scheduled maintenance that may affect Service availability.
3.2 Maintenance Windows
Scheduled maintenance will be performed during low-traffic periods, typically:
- Saturdays: 2:00 AM - 6:00 AM PST
- Sundays: 2:00 AM - 6:00 AM PST
4. Incident Response
4.1 Severity Levels
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | 15 minutes |
| High | Major feature unavailable, significant user impact | 1 hour |
| Medium | Minor feature unavailable, moderate user impact | 4 hours |
| Low | Minor issues, minimal user impact | 24 hours |
4.2 Status Updates
During major incidents, we will provide status updates at least every 30 minutes until resolution.
4.3 Status Page
You can view real-time service status at status.mello.life.
5. Credits
5.1 Eligibility
If we fail to meet our availability commitment for your subscription plan, you may be eligible for a service credit.
5.2 Credit Calculation
| Availability Level | Credit Percentage |
|---|---|
| 98.0% - 99.9% (Pro) | 10% of monthly fee |
| 95.0% - 97.9% (Pro) | 25% of monthly fee |
| Below 95.0% (Pro) | 50% of monthly fee |
5.3 Request Process
To request a credit, you must submit a support ticket within 7 days of the incident. Credits will be applied to your next billing cycle.
5.4 Limitations
- Maximum monthly credit: 50% of your monthly subscription fee
- Credits apply only to future payments; no refunds for past periods
- This SLA provides credits as the sole and exclusive remedy for availability failures
6. Support
6.1 Support Channels
| Plan | Support Level |
|---|---|
| Free Plan | Email support |
| Pro Plan | Email + Priority support |
| Enterprise | Dedicated support + SLAs |
6.2 Response Times
| Plan | First Response Time |
|---|---|
| Free Plan | 48 hours |
| Pro Plan | 8 hours |
| Enterprise | 1 hour |
7. Changes to This SLA
We may update this SLA from time to time. Changes will be communicated via email to the billing contact on file with at least 30 days' notice.
8. Contact Us
If you have questions about this SLA, please contact us:
- By email: hello@mello.life
- By visiting our website: https://mello.life