Service Level Agreement

1. Uptime Target

The Company targets 99.5% monthly uptime for the Service ("Uptime Target"). Uptime is measured as the percentage of time the Service is available during a calendar month, excluding Excluded Downtime (as defined below).

This is a commercially reasonable target, not a guarantee.

2. Excluded Downtime

The following are excluded from uptime calculations:

• Scheduled maintenance windows (announced at least 24 hours in advance)
• Emergency maintenance required to address security vulnerabilities or critical issues
• Force Majeure Events as defined in Section 14 of the Terms
• Third-party service provider outages (including cloud hosting, DNS, CDN, and payment processor outages)
• Failures resulting from User's equipment, software, network connections, or misuse of the Service
• DDoS attacks or other malicious activity directed at the Service
• Features or services labeled as "beta," "preview," or "experimental"

3. Remedies

If the Service fails to meet the Uptime Target in any calendar month (excluding Excluded Downtime), the sole and exclusive remedy for qualifying paid subscribers is a service credit equal to 5% of that month's subscription fee for each full percentage point below the Uptime Target, up to a maximum of 30% of that month's fee.

• Service credits must be requested within 30 days of the month in which the downtime occurred.
• Credits will be applied to future invoices only -- no cash refunds will be issued.
• Service credits are the User's sole and exclusive remedy for any downtime.

4. SLA Exclusions

This SLA does not apply to:

• Free or trial accounts
• Accounts with outstanding unpaid balances
• Features in beta or preview
• Accounts in violation of the Terms of Service or AUP
• Custom integrations or third-party tools connected to the Service

5. Contact

To request a service credit or report downtime, contact us at: