Service Level Agreement

Effective: February 9, 2026Version 1.0 

1. Service Availability

• Monthly Downtime Allowance Starter 99.5% – 3.6 hours 
• Pro99.999% – 43 minutes 
• Enterprise99.95% -22 minutes

2. Support Response Times

• Critical Service unavailable 1 hour 
• High Major feature broken 4 hours 
• Medium Feature impaired 24 hours 
• Low General questions 72 hours 

3. Scheduled Maintenance 

Maintenance windows are Sundays 2:00 – 4:00 AM CST. We will provide at least 48 hours in advance. 

4. Service Credits 

If we fail to meet uptime guarantees, you are eligible for service credits: 10% credit for 99 – 99.5% uptime, 25% for below 99% uptime. 

5. Exclusions 

SLA does not apply to: scheduled maintenance, force majeure events, issues caused by customer actions, or third-party service outages. 

SLA Questions:  [email protected]