Service Level Agreement (SLA)
Effective date: July 6, 2026
1. Uptime target
We will use commercially reasonable efforts to make the Service available at least 99.5% of the time each calendar month ("Monthly Uptime"), measured as: (total minutes − Downtime minutes) ÷ total minutes. During the pilot / charter phase this is a target, not a contractual commitment — see Section 4.
2. Definitions
- Downtime: minutes during which the core Service is unavailable to you, excluding Excluded Events.
- Excluded Events: scheduled maintenance (with 24+ hours' notice), emergency maintenance, force majeure, issues caused by your systems/Customer Data/misuse, third-party services outside our control (e.g., your network or a payment provider), and beta features.
3. Scheduled maintenance
We aim to perform maintenance during low-usage windows and to notify you in advance for anything expected to cause Downtime.
4. Service credits
Service credits and contractual SLA commitments begin after the charter phase — they do not apply to pilot or charter-cohort accounts, for which the uptime target above is best-effort and non-contractual. Once in effect: if Monthly Uptime falls below the commitment, your sole and exclusive remedy is a service credit, requested within 30 days:
| Monthly Uptime | Credit (% of that month's fee) |
|---|---|
| < 99.5% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits are applied to future invoices, are not cash-refundable, and are capped at 50% of the monthly fee.
5. Support response targets
| Severity | Description | Target first response |
|---|---|---|
| Critical | Service down / data at risk | Next business day (best-effort sooner) |
| High | Major feature impaired | 1 business day |
| Normal | General issue / question | 2 business days |
6. Exclusions
This SLA does not apply to free, trial, preview, or beta use, or where your account is suspended for non-payment or AUP violation.