Exclusive Remedy
This SLA is incorporated into the Terms of Use and, for enterprise customers, the SaaS Agreement and applicable Order Form. Where a conflict exists between this SLA and the SaaS Agreement, the SaaS Agreement controls. Service Credits described herein are the Customer's sole and exclusive remedy for any SLA failure.
Definitions
The percentage of time during a calendar month during which the key components of the Service are operational and accessible to Users, calculated as set forth in Section 3.
Any period during which the Service is unavailable to Users, excluding Excluded Events.
The circumstances described in Section 2.2 that are excluded from Downtime calculations.
An unplanned interruption to or reduction in the quality of the Service.
A scheduled period during which the Service may be temporarily unavailable due to planned maintenance, upgrades, or updates.
The elapsed time from the Company's acknowledgment of a reported Incident to the restoration of the affected Service to normal operation.
The elapsed time from submission of a support request to the Company's initial acknowledgment of that request.
A credit applied to the Customer's future invoice as a remedy for a failure to meet the Availability commitment.
The period specified in the applicable Order Form or plan description during which the Customer has access to the Service.
Availability Commitment
2.1 Uptime Target
2.2 Excluded Events
2.3 Pilot and Beta Services
Measurement Methodology
3.1 Calculation
Availability (%) = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
Downtime is measured from the time the Company confirms an Incident that renders the Service unavailable or substantially degraded, to the time the Company confirms restoration of normal Service operation. Periods of partial degradation may be counted as partial Downtime at the Company's reasonable discretion.
3.2 Monitoring
3.3 Customer Reporting
Service Credits
4.1 Credit Calculation
| Monthly Availability | Service Credit |
|---|---|
| 99.0%-99.9% (below SLA) | 5% of monthly fee |
| 95.0%-98.99% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
For annual plan customers, the monthly fee for SLA credit purposes is calculated as the annual fee divided by twelve (12).
4.2 Maximum Credit
4.3 Credit Request
4.4 Credit Application
4.5 Termination Right for Sustained SLA Failure
Credits must be requested within 30 days of the end of the affected month. Total credits in any calendar month shall not exceed 100% of the monthly fee for the affected Service.
Scheduled Maintenance
5.1 Maintenance Windows
5.2 Advance Notice
5.3 Emergency Maintenance
Incident Classification and Response
6.1 Priority Levels
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 · Critical | Complete Service unavailability or loss of core functionality; data loss risk | 1 hour | 4 hours |
| P2 · High | Significant degradation affecting a material subset of Users; core functionality partially available | 4 hours | 24 hours |
| P3 · Medium | Non-critical feature impairment, intermittent errors, or performance degradation with workaround | 1 business day | 5 business days |
| P4 · Low | General inquiries, minor cosmetic issues, or feature requests | 2 business days | Varies |
6.2 Business Hours
6.3 Escalation
AI Processing Accuracy
The Company does not make representations or warranties as to the accuracy, completeness, or reliability of AI-generated outputs produced by the Service. AI processing accuracy is explicitly excluded from this SLA and from any service level commitment.
Customers are solely responsible for reviewing and verifying all AI-generated outputs before use or reliance. See the Terms of Use for the full AI processing disclaimer.
Backup and Recovery
8.1 Backup
8.2 Recovery Objectives
| Objective | Target | Scope |
|---|---|---|
| Recovery Time Objective (RTO) | 4 hours | Critical system components |
| Recovery Point Objective (RPO) | 24 hours | Maximum data loss window |
These are objectives and not guarantees. The Company shall not be liable for data loss or extended recovery times resulting from causes outside its reasonable control.
Reporting and Transparency
The Company will maintain and make available a public status page providing real-time Service status, historical availability data, and incident history. For enterprise customers, the Company will provide a monthly availability report upon written request, summarizing System Availability, any Downtime events, and any applied Service Credits for the preceding calendar month.
Force Majeure
Neither party shall be liable for any failure or delay in performance due to causes beyond its reasonable control, including acts of God, war, riot, fire, flood, earthquake, pandemic, governmental action, or telecommunications or internet service provider failures. The Company will use commercially reasonable efforts to resume the Service as quickly as practicable following a Force Majeure event and will notify Customers through the status page.
If a Force Majeure event causes Service unavailability for a continuous period exceeding thirty (30) days, either party may terminate the affected subscription without penalty upon written notice.
Changes to This SLA
The Company reserves the right to modify this SLA at any time. Material changes will be communicated with reasonable advance notice via the status page and, for enterprise customers, by email. For enterprise customers, SLA modifications do not take effect until the expiration of the then-current Order Form term unless otherwise agreed in writing. Your continued use of the Service after changes take effect constitutes your acceptance of the revised SLA.