Terms & Policies

Terms of Service

1. Acceptance of Terms

By accessing and using Media Luna's uptime monitoring services ("Services"), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our Services.

2. Description of Services

Media Luna provides website and server monitoring services, including but not limited to:

• HTTP/HTTPS endpoint monitoring
• TCP port monitoring
• DNS record monitoring
• SSL certificate monitoring
• SMTP and SSH connectivity checks
• Ping/ICMP monitoring
• Real-time notifications via multiple channels

3. Account Registration

To use our Services, you must create an account with accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

4. Subscription and Billing

Our Services are offered on a subscription basis. By subscribing to a paid plan, you agree to pay all applicable fees. Subscriptions automatically renew unless canceled before the renewal date. Refunds are handled on a case-by-case basis.

5. Limitation of Liability

Media Luna shall not be liable for any indirect, incidental, special, consequential, or punitive damages resulting from your use of or inability to use the Services. Our total liability shall not exceed the amount paid by you in the twelve months preceding the claim.

6. Modifications to Terms

We reserve the right to modify these terms at any time. We will notify users of significant changes via email or through our Services. Continued use of the Services after such modifications constitutes acceptance of the updated terms.

Privacy Policy

1. Information We Collect

We collect information you provide directly to us, including:

• Account information (name, email, company name)
• Billing information (processed securely via Stripe)
• Monitor configurations and settings
• Usage data and monitoring results

2. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our Services
• Process transactions and send related information
• Send notifications about your monitored services
• Respond to your comments, questions, and support requests
• Communicate with you about products, services, and events

3. Data Retention

We retain your monitoring data according to your subscription plan. You can request deletion of your data at any time by contacting our support team or deleting your account.

4. Data Security

We implement industry-standard security measures to protect your data, including encryption in transit and at rest, regular security audits, and access controls. However, no method of transmission over the Internet is 100% secure.

5. Third-Party Services

We may share your information with third-party service providers who assist us in operating our Services, such as payment processors, email delivery services, and notification providers.

6. Your Rights

Depending on your location, you may have rights regarding your personal data, including the right to access, correct, delete, or export your data. Contact us to exercise these rights.

Acceptable Use Policy

1. Prohibited Activities

You agree not to use our Services to:

• Monitor endpoints you do not own or have authorization to monitor
• Conduct denial-of-service attacks or stress testing against third parties
• Violate any applicable laws or regulations
• Infringe upon the rights of others
• Attempt to gain unauthorized access to our systems
• Interfere with or disrupt the integrity of our Services

2. Rate Limits

Your subscription plan includes specific rate limits for monitoring checks. Exceeding these limits may result in temporary service restrictions or upgrade requirements.

3. Compliance

You are responsible for ensuring your use of our Services complies with all applicable laws, including data protection regulations like GDPR and CCPA.

4. Enforcement

We reserve the right to suspend or terminate accounts that violate this policy without prior notice. We may also report illegal activities to appropriate authorities.

Service Level Agreement

1. Uptime Commitment

Media Luna commits to maintaining 99.9% uptime for our monitoring services. This excludes scheduled maintenance windows, which will be communicated in advance.

2. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

• 99.0% - 99.9% uptime: 10% credit
• 95.0% - 99.0% uptime: 25% credit
• Below 95.0% uptime: 50% credit

Credits are applied to future billing and do not exceed one month's service fees.

3. Notification Delivery

We commit to delivering notifications within 60 seconds of detecting an issue. Delivery times may vary based on third-party notification providers (email, SMS, Slack, etc.).

4. Support Response Times

Data Processing Agreement

1. Data Controller and Processor

For the purposes of GDPR and similar data protection laws, you are the Data Controller for personal data processed through our Services, and Media Luna acts as a Data Processor.

2. Processing Instructions

We process data only according to your instructions as provided through your use of the Services. We do not sell, share, or use your data for purposes other than providing the Services.

3. Sub-processors

We use the following categories of sub-processors:

• Cloud infrastructure providers (AWS, Google Cloud)
• Payment processing (Stripe)
• Email delivery services
• Notification services (Slack, PagerDuty, Twilio)

4. Data Transfers

When transferring data outside the European Economic Area, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses or adequacy decisions.

5. Security Measures

We implement technical and organizational measures to protect data, including:

• Encryption of data in transit (TLS 1.3) and at rest (AES-256)
• Regular security assessments and penetration testing
• Employee access controls and security training
• Incident response procedures

6. Data Breach Notification

In the event of a data breach affecting your data, we will notify you within 72 hours of becoming aware of the breach, providing all relevant details required for your compliance obligations.