FAQ - Common Questions

The Scale plan includes 50 monitored endpoints and 10,000 status page views per month. If you exceed these limits, StatusPulse charges $0.12 per additional endpoint and $0.005 per extra view. Overage is calculated in real-time and billed on the 1st of the following month alongside your base subscription. You can set hard caps in Dashboard > Billing > Limits to prevent unexpected charges.

Yes. Annual billing applies a 20% discount to all tiers, including the Enterprise tier. Non-profit and academic institutions can request a 30% educational discount by submitting a valid .edu email or 501(c)(3) documentation to billing@statuspulse.io. Credits are applied retroactively for the first 14 days after verification.

Uptime is calculated using a rolling 30-day window across our 14 global probe locations. Each endpoint is checked every 15 seconds. A check is marked as "up" only if it returns an HTTP 2xx or 3xx status code, validates the expected SSL certificate chain, and responds within 3 seconds. Downtime is counted from the first failed check until three consecutive successful checks are recorded. StatusPulse excludes scheduled maintenance windows and force majeure events from SLA calculations.

Yes. In Monitor Settings > Probe Configuration, you can toggle individual regions (e.g., Frankfurt, Tokyo, Virginia) on or off. Uptime percentages and SLA credits are recalculated based solely on active probes. Note that excluding more than 5 regions may void the 99.95% SLA guarantee under the Standard and Scale tiers.

Priority 1 (system-wide outage or data loss) tickets receive a guaranteed initial response within 1 hour, 24/7. Our incident response team, led by senior SREs like Marcus Chen and Elena Rodriguez, escalates to on-call engineers immediately. Resolution targets are 4 hours for full restoration, with hourly status updates pushed to your configured PagerDuty or Slack channels.

Billing inquiries (invoice discrepancies, tax forms, plan changes) are handled by our finance operations team and respond within 2 business hours during EST business days. Technical support covers monitoring configuration, webhook debugging, and API rate limits. Both teams share a unified ticketing system, so context is preserved if a billing issue impacts your monitoring continuity.