-

Service Level Agreement (SLA)

Service Level Agreement Effective Date: [DATE] Applies to the Service under an active paid subscription.

  1. Definitions • “Monthly Uptime Percentage” = (Total minutes in month − Downtime minutes) / Total minutes in month × 100. • “Downtime” means the Service is unavailable for end users due to Provider-controlled issues, excluding Exclusions.

  2. Uptime commitment

Provider targets 99.9% Monthly Uptime Percentage.

  1. Exclusions

Downtime excludes: (a) Scheduled maintenance (Section 4), (b) Force majeure, (c) Customer’s systems, networks, or misconfiguration, (d) Beta/preview features labeled as such, (e) Suspension due to AUP breach or security threat.

  1. Maintenance windows • Planned maintenance: communicated at least 72 hours in advance, typically outside business hours in [TIMEZONE]. • Emergency maintenance: as needed for security or stability; Provider will notify as soon as practicable.

  2. Incident communication

Provider will provide status updates for Severity 1 incidents at least every 60 minutes until mitigation.

  1. Service credits (optional)

If Monthly Uptime falls below: • 99.9% – 99.0%: 5% credit of monthly fee • 99.0% – 95.0%: 10% credit • < 95.0%: 20% credit

Process: Customer must request credits within 30 days of month end. Credits apply to future invoices; not cash.

  1. Sole remedy

Service credits are Customer’s sole remedy for SLA breaches, unless otherwise required by law.