Miro SLA credit guide

A percentage of what? Miro (Service Level Agreement under the Master Cloud Agreement)’s credit is a percentage of the monthly portion of the annual fees due for the affected Service in that month — an annual fee pro-rated, which is not the month's invoice even though the table's own header reads "Service Credit (% of monthly fees)" — not of your invoice. The Credit column above is that percentage, and it converts to no dollar figure we can compute for you, because that base is not a figure Ontracko holds — quote the tier and ask Miro to apply it to the base its own SLA sets.

A VERIFIED PAYER WITH A FIVE-BAND TABLE AND NO DATE ON ITS OWN DOCUMENT. Source: the Miro Service Level Agreement PDF at miro.com/legal/documents/Miro-Service-Level-Agreement.pdf, linked from the Master Cloud Agreement at miro.com/legal/master-cloud-agreement/. ⚠️ THE DOCUMENT STATES NO EFFECTIVE OR LAST-UPDATED DATE ANYWHERE. That is a finding, not a gap in the transcription: there is no version to cite, so ask Miro which version is operative before filing. WHO IS ACTUALLY COVERED: the SLA "is issued under and forms part of the Master Cloud Agreement or other Miro agreement which references this policy", and it names NO plan tier — so it binds customers contracted under the Master Cloud Agreement, which is not the same statement as "Enterprise only" and must not be written as one. A separate read of Miro's self-serve Terms of Service found zero occurrences of "SLA", "Availability Standard" or "Service Credit", which indicates a self-serve Free, Starter or Business subscriber has no availability commitment at all; that negative is a secondary read rather than a verbatim transcription, and is recorded as such. THE STANDARD: ""Availability Standard" means uptime availability of the Service at a level of at least 99.5% availability measured on a monthly basis, excluding scheduled maintenance time." ⚠️ THE SENTENCE A VENDOR REP WILL QUOTE BACK IS THE EFFORTS QUALIFIER: §1 says Miro "will use commercially reasonable efforts to provide the Service to Customer at the Availability Standard set forth below". The credit does not turn on the effort — it triggers "If Miro fails to meet the Availability Standard in a particular month", which is the measured number — so the remedy is indexed on the figure, and the efforts language does not soften it away. WHAT COUNTS AS DOWN: "The Service will be deemed unavailable if Customer is unable to access the Service ("Disruption")." That is a WHOLE-SERVICE ACCESS test: one broken feature, however important, is not a Disruption. THE PUBLISHED TABLE, exactly as printed: 99.5% or greater — No Credit; 99.00% to 99.5% — 5%; 98.5% to 99.00% — 10%; 98.00% to 98.5% — 15%; 97.5% to 98.00% — 20%; less than 97.5% — 30%. ⚠️ THE BANDS AS PRINTED SHARE THEIR ENDPOINTS and Miro does not say which side a boundary falls on. Ontracko indexes a figure on the band it falls inside and resolves each shared endpoint into the higher, cheaper band — so a month at exactly 99.00% is read as 5% and a month at exactly 99.5% as no credit, which is the one boundary Miro did settle ("99.5% or greater — No Credit"). That convention is OURS, not Miro's; if a month lands exactly on a printed boundary, say so and let Miro apply its own reading. ⚠️ THE CREDIT BASE IS AN ANNUAL FEE PRO-RATED AND THE DOCUMENT DISAGREES WITH ITSELF ABOUT IT: the body entitles the customer to "a credit based on the monthly portion of the annual fees due for the affected Service in such month", while the table's own header reads "Service Credit (% of monthly fees)". The body governs, so the percentage applies to the pro-rated annual fee and it is not your monthly fee as invoiced — which is the figure a customer will otherwise compute against. Ontracko states no dollar amount for Miro for that reason. ⏰ THIRTY DAYS FROM THE END OF THE MONTH: the credit is payable only if "Customer makes a request for service credits within 30 days after the end of such month". ⚠️ THE SLA PRESCRIBES NO CHANNEL FOR THAT REQUEST — no email address, no portal, no subject line, no identifier. Miro's separate Support Policy PDF names the general incident channel, "the support ticketing portal at https://miro.com/contact/support/", and in practice that is where a claim has to go; note what that is, though — the GENERAL SUPPORT channel, not a credit channel the SLA sets out — so say plainly in the ticket that it is a request for service credits under the SLA, and keep the dated proof that it was sent inside the window. ⚠️ ELIGIBILITY BAR: "Miro will apply each Service Credit to Customer's next invoice, provided that Customer's account is fully paid up, without any outstanding payment issues or disputes. Customer will not receive any refunds for any unused Service Credits." An open billing dispute forfeits the credit — settle the invoice before filing. EXCLUDED (§1.a, verbatim): "(i) general internet problems or outages caused by power supply carriers; (ii) malfunction of equipment, systems software, network connections or other infrastructure not owned or operated by Miro; (iii) force majeure events or other factors outside the reasonable control of Miro or (iv) scheduled service or maintenance or reasonable emergency maintenance." THE SLA STATES NO EVIDENCE REQUIREMENT of any kind, so this profile transcribes none. EXCLUSIVE REMEDY: "Service Credits constitute liquidated damages and are not a penalty. Service Credits are Customer's sole and exclusive remedy, and Miro's sole and exclusive liability, for Miro's failure to meet the Availability Standard."