Effective Date: August 15, 2026
1. INTRODUCTION AND DEFINITIONS
This Service Level Agreement ("SLA") outlines the Company’s commitment to uptime and reliability. It describes the methods for measuring availability, the exceptions to these commitments, and the remedies available to the Customer in the event the Company fails to meet these standards.
The following definitions apply to this SLA:
"Core Service" refers strictly to the critical production API and primary user interface required to utilize the Platform’s essential functionality. It does not include optional add-ons, third-party integrations, or ancillary tools.
"Downtime" is defined as a period of time exceeding five (5) consecutive minutes where the Core Service is materially unavailable or returns a server-side error (HTTP 5xx status) to valid, authenticated requests.
Measurement: Downtime is measured in 5-minute increments from multiple external monitoring locations selected by the Company.
Exclusion: Minor performance degradation, UI latency, intermittent packet loss, or delays in non-critical background processing (e.g., reporting generation, search indexing, email delivery, webhook retries) do not constitute Downtime.
"Scheduled Maintenance" means pre-planned maintenance windows where the Service may be unavailable to allow for system upgrades, patching, or infrastructure changes.
"Monthly Uptime Percentage" is calculated by subtracting the total minutes of Downtime in a billing month from the total minutes in the month, divided by the total minutes in the month, multiplied by 100.
2. SERVICE COMMITMENT
The Company will use commercially reasonable efforts consistent with industry standards to make the Core Service available with a Monthly Uptime Percentage of at least 99.5% during any monthly billing cycle (the "Service Commitment").
Operational Reality:
Availability is measured across the core production platform. Individual features, beta services, or non-critical microservices may experience degraded performance without constituting defined Downtime.
3. EXCLUSIONS (The "Shield")
The Service Commitment does not apply to any unavailability, suspension, or termination of the Service caused by or resulting from:
Force Majeure: Factors outside the Company’s reasonable control, including but not limited to Internet access disputes, "Acts of God" (fire, flood, earthquake, storm, hurricane, or other natural disaster), war, invasion, act of foreign enemies, hostilities, civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, terrorist activities, nationalization, government sanction, blockage, embargo, labor dispute, strike, lockout, or outages of upstream infrastructure providers (e.g., Cloud Regions, Colocation Facilities, transit cuts, DNS providers).
Internet Connectivity: Issues arising from Internet latency, packet loss, routing issues, or network congestion occurring outside the boundary of the Company’s controlled infrastructure (e.g., failures of the Customer’s ISP, public internet backbone congestion, or local network configuration).
Customer Action: Issues resulting from Customer’s software, hardware, third-party integrations, or failure to follow documentation (e.g., invalid API calls, firewall misconfiguration, bandwidth exhaustion, or use of the Service in excess of Quotas).
Scheduled Maintenance: Provided the Company gives at least 48 hours of advance notice via the Status Page or email.
Emergency Maintenance: The Company reserves the right to perform emergency maintenance without advance notice when necessary to address critical security vulnerabilities, data protection risks, active cyberattacks, or infrastructure instability.
Suspension: Downtime resulting from the suspension or termination of the Customer’s account due to non-payment, breach of contract, or violation of the Terms of Service / Acceptable Use Policy.
Non-Production Environments: The Service Commitment does not apply to pre-production, staging, sandbox, or testing environments.
Beta Features: Any unavailability related to features, products, or services explicitly marked as "Beta," "Early Access," "Preview," or "Experimental."
4. SERVICE CREDITS
If the Company does not meet the Service Commitment, the Customer is eligible to receive a Service Credit calculated as a percentage of the total monthly subscription fees paid for the affected month.
Eligibility: To be eligible for a Service Credit, the Customer must be in good standing and current on all undisputed payment obligations.
Calculation: Credits are calculated based on the subscription fees for the month in which the Downtime occurred. Credits do not apply to one-time fees, implementation fees, or professional services fees.
Application: Service Credits are applied to future invoices only. Service Credits are non-transferable, cannot be exchanged for cash refunds, and expire if the contract is terminated.
Cap: The maximum aggregate Service Credit for any billing month shall not exceed 30% of the monthly fees.
5. CLAIMS PROCESS
To receive a Service Credit, the Customer must submit a claim via the Company's designated Support Portal. Failure to satisfy the following requirements will forfeit the Customer’s right to receive a Service Credit.
Timing: Claims must be received within thirty (30) days of the end of the billing month in which the incident occurred.
Evidence: The claim must include the dates and times of each Downtime incident, the specific error messages received, and logs documenting the error.
Validation: The Company will verify the claim using its own system logs and monitoring tools. The Company’s monitoring data shall be the sole source of truth for Uptime calculations. In the event external monitoring data is unavailable, the Company’s internal system records shall constitute the final authority.
6. SOLE REMEDY
Unless otherwise provided in a master agreement, the Service Credits specified in this SLA are the Customer’s sole and exclusive remedy for any failure to meet the Service Commitment.
7. WARRANTY DISCLAIMER
Except as expressly set forth in this SLA, the Service is provided subject to the warranty disclaimers and limitations of liability set forth in the Company’s Terms of Service.