Last updated: December 2025
This Service Level Agreement ("SLA") describes the service commitments for DruScan, operated by Menetray OÜ, a company registered in Estonia.
1. Service Availability
DruScan commits to maintaining 99% uptime for its services, measured on a monthly basis. This means the platform will be accessible and functional for at least 99% of the total time in any given calendar month.
Uptime is calculated as follows: ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100
In the event of planned maintenance or any situation that may affect service availability, we will notify all registered users via email with reasonable advance notice whenever possible.
2. What Counts as Downtime
Downtime refers to periods when the core functionality of DruScan is unavailable or severely degraded, preventing users from accessing their scan results, dashboards, or account information.
The following situations are not considered downtime for the purposes of this SLA:
Scheduled maintenance that has been communicated in advance via email. Events beyond our reasonable control, including but not limited to natural disasters, acts of government, internet service provider failures, cyberattacks, or other force majeure events. Issues caused by the user's own systems, networks, or equipment. Problems resulting from misuse of the service or actions that violate our Terms of Service. Unavailability of third-party services or websites being scanned, which may affect scan results but not the DruScan platform itself.
3. Support
All support requests are handled via email. Our support team operates during regular business hours (Central European Time).
We aim to respond to all support inquiries within 48 hours on business days. Response times may vary depending on your subscription plan. Paid plans receive priority support, with higher-tier plans receiving faster response times compared to lower-tier or free plans.
Please note that support priority applies on a per-project basis. If you have multiple projects under different plans, each project will receive support according to its respective plan level.
4. Service Credits
If DruScan fails to meet the 99% uptime commitment in any given month, affected users with paid plans are eligible to request service credits.
Service credits are calculated as a percentage of the monthly fee for the affected project, based on the actual uptime achieved during that month:
Between 99% and 95% uptime: 10% credit on the affected project. Between 95% and 90% uptime: 25% credit on the affected project. Below 90% uptime: 50% credit on the affected project.
To request a service credit, you must submit a request via email within 30 days of the end of the affected month. Service credits will be applied to future billing cycles and are not redeemable for cash. Credits only apply to paid projects that were active during the affected period.
5. Exclusions
Service credits do not apply in the following circumstances:
Downtime caused by factors outside our reasonable control, as described in section 2. Outages resulting from user actions or inactions, including misconfiguration or violation of our Terms of Service. Free plan projects are not eligible for service credits. Situations where the user has outstanding unpaid invoices.
6. Reporting Issues
If you experience service disruptions, please contact us at [email protected] with a description of the issue, including the time it occurred and the projects affected. This helps us investigate and resolve problems quickly, and serves as documentation for any service credit requests.
7. SLA Modifications
We reserve the right to modify this SLA at any time. Continued use of DruScan after changes take effect constitutes acceptance of the revised SLA.