Service Level Agreement

This Service Level Agreement ("SLA") applies to customers on the CleverSync Enterprise plan under an order form or agreement that references it, and forms part of the Terms of Service between [COMPANY LEGAL NAME] ("we", "us") and the customer ("Customer").

1. Uptime commitment

We will make the Service available with a Monthly Uptime Percentage of at least 99.9% in each calendar month.

2. Definitions

• Service: the CleverSync web console, REST API and the scheduler and workers that start Customer's pipeline runs.
• Downtime: a period of at least five consecutive minutes in which the Service as a whole is unavailable to Customer, as measured by our monitoring: the console or API returns server errors or does not respond, or queued runs are not started.
• Monthly Uptime Percentage: total minutes in the month minus minutes of Downtime, divided by total minutes in the month, excluding the exclusions in section 4.
• Monthly Fee: the fees paid for the Enterprise plan for the affected month (one twelfth of the annual fee for annual contracts).

3. Service credits

If we miss the commitment, Customer is eligible for a credit against future fees:

• Monthly Uptime Percentage below 99.9% but at least 99.0%: 10% of the Monthly Fee.
• Monthly Uptime Percentage below 99.0%: 25% of the Monthly Fee.

Credits are not refundable or payable in cash, are applied to the next invoice, and cannot exceed 25% of the Monthly Fee for any month. Service credits are Customer's sole and exclusive remedy for failure to meet this SLA.

4. Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance announced at least 48 hours in advance, up to [4] hours a month, or emergency security maintenance.
• Third-party systems Customer connects, including Salesforce, databases, warehouses, S3, SFTP and Dropbox, their outages, API limits or changes, and network paths to them.
• Customer's own configuration, credentials, firewalls, SSH bastion hosts, or pipelines that fail because of the data they process.
• Suspension under the Terms of Service, including for non-payment or acceptable-use violations.
• Factors outside our reasonable control, such as force majeure events or failures of internet providers beyond our hosting provider.
• Free trials, beta features and features described as preview.

5. Claim process

To receive a credit, Customer must email [SUPPORT EMAIL] within 30 days after the end of the affected month with the subject "SLA credit request", the workspace name, and the dates and times of the Downtime with any supporting details such as affected run IDs or error messages. We will review the claim against our monitoring records and respond within [15] business days. Approved credits appear on the next invoice.

6. Changes

We may update this SLA, but changes will not reduce the commitment or credits during Customer's current subscription term.