Service Level Agreement (SLA)
- Version:
2.0.0- In force since:
- October 02, 2026
- Supersedes:
- 1.0.0 (August 29, 2026)
- Operated by:
- GMB TECNOLOGIA LTDA — CNPJ 68.727.144/0001-88
This Service Level Agreement (“SLA”) forms part of the Terms of Use and sets out the availability commitment for the Upuai Cloud platform, operated by GMB TECNOLOGIA LTDA (CNPJ 68.727.144/0001-88), together with the credit due if that commitment is not met.
Language. This is a courtesy translation. The Portuguese version at upuai.com.br/sla is the binding version; in case of divergence, it prevails.
1. Who it applies to
This SLA applies to workspaces on paid plans (Junior/Starter, Pleno/Pro, Senior/Business and Especialista/Enterprise) with an active subscription in good standing during the measurement month.
2. Availability commitment
We commit to Monthly Availability of 99.9% for covered services.
Covered services: execution of deployed applications and workers, managed databases, bucket and volume storage, HTTP routing and TLS termination for active domains.
Services not covered: the build and deployment pipeline, the web dashboard, the control API, the CLI, logs, metrics and any features identified as experimental or in preview. Failures in these components do not interrupt applications already running.
3. How availability is calculated
Monthly Availability is measured per calendar month, per covered service, as:
Availability = (Minutes in Month − Unavailable Minutes) ÷ Minutes in Month × 100
Unavailable Minutes are consecutive minutes, from the second minute onward, during which the service was entirely unavailable for a cause attributable to Upuai, as measured by our monitoring system. Performance degradation without total interruption is not counted.
Measurement is based on our monitoring records, which are the source of assessment. If you hold divergent measurements of your own, submit them with your credit request: they will be taken into account.
4. Service credits
If the commitment is not met, you are entitled to a credit calculated on the monthly value of the affected service in the measurement month:
| Monthly Availability measured | Credit |
|---|---|
| From 99.0% to less than 99.9% | 10% |
| From 95.0% to less than 99.0% | 25% |
| Below 95.0% | 50% |
5. How to claim a credit
Send your request to contato@upuai.com.br within 30 (thirty) days of the end of the month in which the unavailability occurred, stating: the workspace and affected service, the approximate start and end date and time of the unavailability, and any evidence you hold.
We respond within 15 business days. Approved credits are applied to the following cycle’s invoice. Failure to claim within the 30-day period waives the credit for that month.
6. Exclusions
The following are not counted as Unavailable Minutes:
Maintenance. Scheduled maintenance announced at least 48 hours in advance, and emergency maintenance necessary to contain a security risk, data loss or imminent failure, announced as soon as practicable.
Customer actions. Failure, defect or behavior of your application — including crashes, memory exhaustion, restart loops, database migrations and release commands; misconfiguration by you or by members of your workspace; deletion or modification of resources performed by you; exhaustion of your Plan’s quotas; and use inconsistent with the documentation.
Contractual status. Suspension for non-payment or for breach of the Acceptable Use Policy.
External factors. Fortuitous event and force majeure; denial-of-service (DDoS) and other attacks directed at the Platform or at your applications; connectivity failures outside our network, including transit providers and the end user’s own access provider; and unavailability of third-party services on which the Platform depends, including DNS and CDN providers, the TLS certificate authority, Git providers (GitHub and GitLab), the payment processor and identity providers.
Uncovered services. Unavailability limited to the services listed as not covered in section 2.
7. Transparency
We publish the operational status of the Platform and the incident history at /status. Incidents affecting covered services are recorded with start time, resolution time and cause.
8. Changes
Changes to this SLA that reduce the availability commitment or the value of credits will be communicated 30 days in advance and follow the procedure in section 2 of the Terms of Use.
GMB TECNOLOGIA LTDA — CNPJ 68.727.144/0001-88 — Belo Horizonte/MG, Brazil.