Service level (SLA)
Version 2026-11-10. This service level applies to every paid plan. Enterprise customers may agree other values in their contract; those prevail. It is accepted in the dashboard under Team and logged with its version.
Availability
Section titled “Availability”| Part | Monthly target |
|---|---|
| Dashboard and API (app.monsys.ai, api.monsys.ai) | 99.5 percent |
| Receiving agent data | 99.5 percent; agents buffer locally during an interruption and send afterwards, nothing is lost |
Measured by monsys’s own monitoring and visible on the public status page. Announced maintenance does not count.
Notifications
Section titled “Notifications”A problem monsys detects leaves for the configured channels (phone, webhook, e-mail) within 2 minutes. Reminders for critical problems continue until someone acknowledges them.
Maintenance
Section titled “Maintenance”Planned maintenance is announced at least 48 hours ahead, preferably falls between 22:00 and 06:00 Belgian time and lasts no more than 4 hours in total per month.
Outages at monsys
Section titled “Outages at monsys”During an outage of monsys itself a notice appears on the status page within 1 hour, with updates until it is resolved. After an outage longer than 1 hour a report with cause and measures follows within 5 working days.
Support
Section titled “Support”| Severity | Example | First response |
|---|---|---|
| Critical | monsys watches nothing, no notifications | within 4 working hours |
| Normal | a feature does not work as described | within 1 working day |
| Question | how do I set something up | within 2 working days |
Working hours are Monday to Friday, 9:00 to 17:00 Belgian time, except Belgian public holidays. Contact: info@gotrust.be.
Not covered by this service level
Section titled “Not covered by this service level”Outages caused by the customer’s systems or network, an agent the customer stops or removes, force majeure, and features marked as trial or under construction (such as the mobile app).