Service Level Agreement
Our commitment to service availability and performance.
This Service Level Agreement ("SLA") defines our service availability commitments and applies to all BrandOps subscription plans. We strive to maintain high availability and will provide service credits if we fail to meet our uptime commitments.
1. Service Availability
1.1 Uptime Commitment
We commit to maintaining 99.5% monthly uptime for the BrandOps Service, measured as the percentage of time the Service is available and operational during each calendar month.
99.5%
Monthly Uptime Target
1.2 Service Availability Calculation
Service availability is calculated as:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
"Downtime" refers to periods when the Service is unavailable or inaccessible to users due to issues on our end, excluding scheduled maintenance and exclusions listed in Section 3.
2. Scheduled Maintenance
2.1 Maintenance Windows
Scheduled maintenance is performed during maintenance windows:
- Regular Maintenance: Typically scheduled during low-usage hours (e.g., 2:00 AM - 4:00 AM UTC on weekends)
- Advance Notice: We will provide at least 24 hours notice for planned maintenance
- Minimal Impact: We aim to perform maintenance without service interruption when possible
3. Exclusions
3.1 Excluded Downtime
The following are excluded from uptime calculations:
- •Scheduled maintenance windows (with advance notice)
- •Force majeure events (natural disasters, war, terrorism, etc.)
- •Issues caused by third-party services (social media platforms, hosting providers)
- •User-caused issues (incorrect configuration, misuse)
- •Issues related to beta features or experimental functionality
4. Service Credits
4.1 Credit Eligibility
If we fail to meet our 99.5% uptime commitment in a calendar month, you may be eligible for a service credit:
| Monthly Uptime | Service Credit |
|---|---|
| Less than 99.5% but ≥ 99.0% | 10% of monthly fee |
| Less than 99.0% but ≥ 95.0% | 25% of monthly fee |
| Less than 95.0% | 50% of monthly fee |
4.2 Credit Request
To request a service credit:
- Submit a request within 30 days of the end of the month in which the downtime occurred
- Include your account information and details of the downtime
- Credits are applied to your next billing cycle
5. Limitations
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. Service credits cannot be exchanged for cash and do not accumulate or carry forward to future billing periods. The total service credits issued in any month cannot exceed 50% of your monthly subscription fee.
6. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated to subscribers with at least 30 days notice. Your continued use of the Service after such changes constitutes acceptance of the updated SLA.