Service Level Agreement

This Service Level Agreement ("SLA") sets out the availability commitment for the Production Central Service for eligible paid plans. It is part of the Terms of Service. Paid plans are not yet available; this SLA takes effect once they launch, and free and beta tiers are not covered.

1. Definitions

• "Monthly Uptime Percentage" means total minutes in a calendar month minus Downtime minutes, divided by total minutes, expressed as a percentage.
• "Downtime" means a period in which the core Service is unavailable, as measured by our monitoring, excluding Excluded Events.
• "Service Credit" means a credit toward a future billing period, calculated as a percentage of the monthly fee for the affected Service.

2. Uptime commitment

We will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% during each calendar month.

3. Service credits

If we fall below the commitment, you may request the following Service Credits:

• Below 99.9% but at or above 99.0% — 10% of the monthly fee.
• Below 99.0% but at or above 95.0% — 25% of the monthly fee.
• Below 95.0% — 50% of the monthly fee.

4. Exclusions

Downtime does not include unavailability caused by ("Excluded Events"):

• Scheduled maintenance announced in advance.
• Factors outside our reasonable control, including force majeure and internet or third-party provider failures.
• Your acts or omissions, equipment, software, or network.
• Suspension or termination for cause, including AUP violations or non-payment.
• Beta, trial, or free features.

5. Claiming a credit

To request a Service Credit, contact [email protected] within 30 days of the end of the affected month with the dates, times, and a description of the Downtime. Credits are your sole and exclusive remedy for availability failures, are not refundable for cash, and may not exceed the affected monthly fee.