Service Level Agreement
What we commit to, how it is measured, and what you get back if we miss it.
Effective 21 August 2026. This agreement applies to paid HopToDesk Dashboard plans. Free and trial plans are provided as is and carry no uptime commitment.
1. Uptime commitment
We commit to 99.9% annual uptime for the HopToDesk Dashboard and API. Uptime is measured over a calendar year as the percentage of minutes in which the Dashboard and API respond to requests.
Current and historical availability is published at status.hoptodesk.com.
2. What is covered
The Dashboard web application, the API, and the realtime relay used by the Dashboard.
The HopToDesk client and the peer to peer signal network are covered by their own operational monitoring and are not part of this commitment, because a session between two devices does not depend on the Dashboard being reachable.
3. Service credits
If we miss the commitment in a calendar year, you may claim a credit against that year's fees:
| Annual uptime | Credit |
|---|---|
| Below 99.9% and at or above 99.0% | 10% |
| Below 99.0% and at or above 95.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to your next invoice. On a monthly plan the year's fees are the sum of the payments made during that year. Credits are the sole remedy under this agreement and are capped at the fees paid for the affected year.
4. How to claim
Email support@hoptodesk.com within 30 days of the end of the affected year, with the dates and approximate times you were unable to use the service. We will confirm against our own monitoring and apply any credit due to your next invoice.
5. Exclusions
The commitment does not cover downtime caused by:
- Scheduled maintenance announced at least 48 hours in advance on the status page.
- Your own network, devices, firewalls or third party software.
- Suspension of your account for non payment or for breach of our Terms of Service.
- Events outside our reasonable control, including failures of upstream providers, denial of service attacks and internet routing faults.
- Beta or preview features identified as such.
6. Support response
We aim to acknowledge support requests within one business day on paid plans. Response targets are goals rather than guarantees and are not covered by the credit scheme above.
7. Changes
We may update this agreement. Changes that reduce the commitment take effect at your next renewal, never mid term. The effective date at the top of this page always reflects the current version.
This agreement sits alongside our Terms of Service, Security page and Data Processing Agreement.