Scope
This SLA applies to customers on a paid plan (Starter, Growth or Agency). It does not apply to the Free plan or to the 14-day trial period.
Availability target
Target: 99.9% monthly uptime for the customer-facing application and API, excluding scheduled maintenance (announced at least 48 hours in advance) and factors outside our reasonable control.
[Placeholder — this target has not yet been measured against a production deployment; this document is a commitment we intend to make, not a report of historical uptime, since the Service has not launched.]
Service credits
If monthly uptime falls below target, affected customers on a paid plan may request a service credit against their next invoice, calculated on a sliding scale by how far below target the month fell. [Placeholder — the exact credit schedule and claim process need to be finalized and reviewed before this SLA is offered contractually.]
Support response times
Submitted through the in-app ticketing system. Target first response: Starter — 1 business day; Growth — 8 business hours; Agency — 4 business hours. These are targets, not yet backed by a staffed on-call support rota (tracked as a launch-checklist item, not a code item).
Data durability
Backups are encrypted at rest with 30-day retention; a full restore is tested quarterly. Backup restore has not yet been rehearsed end-to-end in a production-equivalent environment as of this document — see the phase runbooks.
Exclusions
This SLA does not cover issues caused by the customer’s own website, network, or misconfiguration of the tracking snippet or consent mode; force majeure; or use of the Service in violation of the Terms of Service or Acceptable Use Policy.