Service Level Agreement
Effective date: July 19, 2026
This SLA applies only where an order form, plan, or separate agreement states that the customer receives SLA-backed service commitments.
Scope
This SLA covers hosted-service availability targets, incident classification and response targets, and any applicable service-credit framework.
It does not apply to free trials unless expressly stated, customer-side network issues, unsupported environments, planned maintenance windows, or emergency protective actions needed for platform security or integrity.
Availability Target
- 99.5% monthly availability for standard paid plans
- Higher commitments only where expressly agreed in writing
Incident Priorities
- P1 Critical: complete outage or severe production-impacting failure
- P2 High: major degradation with no reasonable workaround
- P3 Medium: partial degradation or important defect with workaround
- P4 Low: minor issue, guidance request, or cosmetic defect
Response Targets
- P1: within 1 business hour
- P2: within 4 business hours
- P3: within 1 business day
- P4: within 3 business days
These are response targets, not guaranteed fix times.
Service Credits
Where service credits are contractually available, they are the customer's sole financial remedy for SLA failure unless otherwise required by law or agreed in writing. Service credits are not refunds and do not create cash repayment rights unless explicitly agreed. Credits must be claimed within the claim window set in the applicable agreement or, if none is stated, within 30 days after the month in which the failure occurred.
Support Channels
Support contacts and escalation paths should be listed in the order form, customer portal, or onboarding record for the relevant customer.
Changes
This SLA may be updated for future subscription terms, but no change will reduce an already contracted SLA during an active committed term unless agreed by the parties.