Service Level Agreement
1. Service Commitment
T2M URL Shortener ("T2M") is committed to providing a reliable and accessible URL shortening service to our customers. We strive to maintain uptime levels that meet or exceed industry standards.
2. Uptime Guarantee
T2M guarantees a minimum uptime of 99.99% for our URL shortening service ("Service") over any given calendar month.
3. Uptime Calculation
Uptime is calculated based on the total number of minutes in a month (30 days). Downtime is defined as any period during which the Service is unavailable for customer use.
For example, if the Service experiences 10 minutes of downtime in a month (30 days), the uptime for that month would be calculated as follows:
| Total Minutes in a Month | 43,200 minutes (30 days * 24 hours * 60 minutes) |
|---|---|
| Minutes of Downtime | 10 minutes |
| Uptime Percentage | ((Total Minutes - Minutes of Downtime) / Total Minutes) * 100 |
| Uptime Percentage | ((43,200 - 10) / 43,200) * 100 ≈ 99.98% |
4. Exclusions
The following events are excluded from uptime calculations and are not considered downtime:
- Scheduled maintenance windows, which will be communicated to customers in advance whenever possible.
- Interruptions of service resulting from unresolved payment issues, violations of our Terms and Conditions or Anti-spam Policy.
- Downtime caused by factors beyond our reasonable control, including but not limited to acts of nature, network issues beyond our infrastructure, or malicious attacks.
5. Remedies for Downtime
In the event that T2M fails to meet the uptime guarantee, customers may be eligible to request service credits as outlined below:
Customers may request service credits equivalent to a percentage of their monthly subscription fee, based on the extent of downtime experienced, as defined below:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.99% | 10% |
| < 99.89% | 20% |
| < 99.79% | 30% |
| < 99.69% | 40% |
| < 99.59% | 50% |
| < 99.49% | 60% |
| < 99.39% | 70% |
| < 99.29% | 80% |
| < 99.19% | 90% |
| < 99.09% | 100% |
Service credits are calculated on the customer’s monthly subscription fee for the affected Service only, and do not apply to set-up fees, add-ons, overages, or taxes.
Form of credit. At the customer’s request, a service credit may be issued either as a credit applied against a future invoice or as a cash refund of the equivalent amount.
How to claim. To receive a service credit, the customer must submit a request to support@t2mio.com within thirty (30) days after the end of the calendar month in which the downtime occurred, identifying the dates and times of the unavailability.
Sole and exclusive remedy. The service credits (or equivalent cash refund) described in this section are the customer’s sole and exclusive remedy, and T2M’s entire liability, for any failure to meet the uptime guarantee or for any unavailability, interruption, or downtime of the Service. In no event shall T2M’s total liability arising out of or relating to the uptime guarantee or any downtime exceed, in the aggregate for any calendar month, one hundred percent (100%) of the monthly subscription fee paid by the customer for the affected Service for that month. Without limiting the “Limitations” section of our Terms and Conditions, T2M shall not be liable for any loss of profits, revenue, business, goodwill, or data, or for any indirect, incidental, special, or consequential damages, arising from any downtime or unavailability of the Service, even if advised of the possibility of such damages.
6. Support Response Time
T2M aims to provide timely and efficient customer support. Our target response time for customer inquiries is mostly less than a few hours and max one business day.
7. Data Security and Privacy
T2M is committed to protecting the security and privacy of customer data. We adhere to industry best practices and comply with relevant regulations such as GDPR. For more information, please refer to our Privacy Policy.
8. Policy Updates
We may revise this policy periodically to reflect changes in our services or industry standards. By using this website you are agreeing to be bound by the current version of this policy. Please always check our website for the latest version. The "Last Modified" date will be indicated at the bottom of the page, for your reference.
9. Contact Information
For any questions or concerns regarding this policy, please contact our support team at support@t2mio.com or by our contact us page.
T2M URL Shortener
Product of Zesle Software Inc.
Calgary, AB, Canada
Last Modified: June 15, 2026