FAQ | Common Questions
Real-time monitoring for zero-downtime guarantees
Monitoring & Infrastructure
What check intervals are available?
UptimePulse supports 30-second, 1-minute, and 5-minute polling cadences. The Starter tier provides 1-minute active checks across 8 global probe locations, while Business and Enterprise plans unlock 30-second intervals with HTTP/2, TCP port, and WebSocket validation. All probes maintain a maximum jitter of ±1.5 seconds and automatically retry failed checks before triggering alerts.
How long is historical uptime data retained?
Raw check logs, latency percentiles, and certificate expiry timestamps are stored for 90 days on Starter, 1 year on Business, and 5 years on Enterprise. We compress time-series metrics using Gorilla encoding after the initial 30-day window to preserve dashboard resolution while optimizing storage. You can export any retention window to CSV or Parquet via our REST API.
Do you support custom alert routing and deduplication?
Yes. Incident rules fire within 12 seconds of a confirmed failure. We automatically correlate overlapping checks to prevent alert fatigue and provide escalation policies for Slack, PagerDuty, Opsgenie, and custom webhooks. You can configure maintenance windows, quiet hours, and require manual acknowledgment before re-alerting on transient 5xx responses.
Plans & Payment
What is your refund and cancellation policy?
We offer a 14-day money-back guarantee on all new subscriptions. After the trial period, cancellations take effect at the end of the current billing cycle with no partial refunds. Annual plans billed upfront are eligible for prorated credits within the first 30 days if you downgrade or terminate early. All transactions are processed securely through Stripe.
How are overages and additional monitors handled?
If you exceed your monitor limit, UptimePulse automatically pauses inactive checks rather than charging surprise fees. You can enable auto-scaling to add $0.12 per extra monitor per month. All overage usage is itemized on your monthly invoice, and we send threshold alerts at 80% and 95% capacity so you can adjust before hitting limits.
Can I switch between monthly and annual billing?
Yes. Upgrading to annual billing applies a 20% discount immediately and prorates your remaining monthly balance as account credit. Downgrading to monthly takes effect at the next cycle start. Enterprise contracts with custom SLA guarantees require a 30-day notice for plan changes to maintain compliance reporting continuity.
Help & Account Management
What are your support response times?
Starter plans receive email support with a 24-hour response SLA. Business plans include priority chat and email with a 4-hour response window during UTC business hours. Enterprise customers get a dedicated Slack channel, 24/7 phone support, and a named solutions engineer with a 1-hour critical incident response guarantee tied to your SLA dashboard.
Do you provide onboarding for legacy infrastructure?
Yes. Our migration team assists with importing Nagios, Datadog, and Pingdom configurations via CSV or direct API mapping. We offer a free 2-hour architecture review for Business and Enterprise accounts to validate SSL certificate tracking, DNS TTL monitoring, and synthetic transaction paths across multi-region deployments.
How do I request a custom SLA or enterprise contract?
Enterprise agreements include guaranteed 99.99% platform availability, dedicated monitoring regions, and custom audit logs. Contact our sales engineering team at enterprise@uptimepulse.io to negotiate volume pricing, SOC 2 Type II compliance add-ons, or private cloud deployment options matching your data residency requirements.
Still have questions about your infrastructure or billing setup?
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