Service Level Agreement
Last updated: April 2026
1. Scope
This Service Level Agreement ("SLA") describes the operational commitments the platform operator ("Provider") makes to customers ("Customer") with an active paid subscription. Free plans are not covered by this SLA but benefit from the same infrastructure on a best-effort basis.
2. Uptime Commitment
The Provider commits to a monthly uptime of 99.5% for the core platform, measured across a calendar month. Uptime is calculated as:
A 99.5% monthly commitment allows for up to approximately 3.6 hours of unplanned downtime per calendar month.
3. Downtime Definition
"Downtime" means a period during which the platform is completely unavailable or unable to accept requests for more than 5 consecutive minutes. The following are not counted as downtime:
- Scheduled maintenance windows (announced at least 24 hours in advance)
- Degraded performance not resulting in complete unavailability
- Outages caused by third-party services (payment providers, DNS, CDN)
- Events of force majeure (natural disasters, government action, internet backbone failures)
- Customer-caused outages (abuse, mis-configuration, API misuse)
4. Planned Maintenance
Scheduled maintenance is announced via the platform's status page or in-app notification at least 24 hours in advance for routine maintenance. Emergency maintenance required to protect platform security or stability may be performed with shorter notice. Maintenance is typically scheduled during low-traffic windows (02:00–06:00 UTC).
5. Support Response Times
Support requests are classified by severity:
| Priority | Description | First Response |
|---|---|---|
| P1 — Critical | Platform unavailable, data loss, or payment failure affecting all customers | 4 hours |
| P2 — High | Major feature broken, significant performance degradation, billing errors | 24 hours |
| P3 — Normal | Non-critical bugs, general questions, feature requests, account changes | 72 hours |
Response times are measured during business hours (09:00–18:00 UTC, Monday–Friday) unless otherwise agreed. P1 issues are handled around the clock.
6. Service Credits
If monthly uptime falls below the committed 99.5%, Customers on paid plans are eligible for service credits applied to their next invoice:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the affected month by contacting support. Credits are the sole remedy for SLA breaches and do not entitle the Customer to a cash refund.
7. Reporting an Incident
To report a P1 or P2 incident, contact us via the Support page and mark the request as urgent. For ongoing status updates during an active incident, check the platform status page linked in the footer.
8. Changes to This SLA
The Provider may update this SLA from time to time. Customers will be notified of material changes at least 30 days before they take effect. Continued use of the platform following the notice period constitutes acceptance of the revised SLA.