The uptime promise, as a contract.

This Service Level Agreement applies only to subscriptions on the Business and Enterprise plans, and it applies to the production Service. Free, Starter and Team are provided on a best-effort basis with no contractual uptime commitment, no service credits and no contractual response target, and nothing on our website changes that. This document is part of the Terms of Service. Where an Order Form or enterprise agreement states different or additional service levels, that document prevails over this one for the subscription it covers.

"Service" means the production web application, the REST API and the delivery endpoint. "Downtime" means a period in which the Service is not available to the Customer for its intended purpose because of a failure attributable to us, measured in whole minutes. "Monthly Uptime Percentage" means, for a calendar month measured in UTC, total minutes in the month less Downtime minutes, divided by total minutes in the month, expressed as a percentage. "Scheduled Maintenance" means a maintenance window announced at least 72 hours in advance. "Emergency Maintenance" means maintenance we must perform without that notice to preserve security, integrity or availability. "Excluded Downtime" has the meaning in clause 05. "Service Credit" means a credit against future fees calculated under clause 06. "Monthly Fees" means the recurring subscription fee for the affected subscription for the month in which the Downtime occurred, excluding overage, taxes, one-off charges and any amounts already credited.

We will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% on the Business plan and at least 99.95% on the Enterprise plan, in each calendar month of a paid subscription. These are contractual targets about the future. They are not measurements, they are not claims about uptime we have achieved, and we publish no achieved percentage anywhere, because we operate no probe of our own and a number we typed into a page would be worth nothing to you.

Availability is measured per calendar month in UTC. Where an independent status provider is provisioned for the Service, its record is the reference for the month, and it runs on infrastructure separate from the product it watches, which is the only arrangement that makes such a record worth reading. Where no independent record exists for a period, we will determine Downtime in good faith from our own operational records and will share the relevant extract with a customer making a claim. A failure that affects only some functionality is counted proportionately rather than as full Downtime or as none.

Excluded Downtime, which does not count against the target and does not earn a credit, is any unavailability caused by: Scheduled Maintenance; Emergency Maintenance, which we will keep as short as we can and explain afterwards; a suspension permitted by the Terms of Service, including for non-payment or a breach of the Acceptable Use Policy; a factor outside our reasonable control, including a force majeure event, an internet or upstream network failure, or the failure of a third party infrastructure provider; the Customer’s own equipment, network, software, configuration or credentials; the Customer exceeding a published rate limit or plan allowance; a third party system the Customer has connected, including a repository, content platform, storage destination or webhook endpoint; a beta, preview or experimental feature; and any use of the Service not permitted by the Terms of Service.

If the Monthly Uptime Percentage for a month falls below the applicable target, the Customer may claim a Service Credit calculated as a percentage of Monthly Fees on this schedule: 10% where the Monthly Uptime Percentage is at least 99.0% but below the target; 15% where it is at least 95.0% but below 99.0%; and 25% where it is below 95.0%. Twenty five percent is the ceiling: there is no larger band, and a schedule that promised one would be promising a term nobody agreed. On the Business plan the total credit for any month is capped at 10% of Monthly Fees, and the higher bands are available on the Enterprise plan, where an Order Form may set a different schedule up to that 25% ceiling by agreement. Credits are applied against the following billing period and are not paid in cash.

Credits are requested, not automatic. To claim, write to the support address on your Order Form, or to the general contact address, within thirty days of the end of the month you are claiming for, stating the month, the incident or period you are claiming about, and the affected subscription. We will acknowledge, calculate the credit under clause 06, and tell you the outcome within thirty days. A claim made after that thirty day window is waived. Your account must be current on payment for a credit to be issued, and a credit cannot be transferred to another organization or exchanged for money.

Service Credits are the Customer’s sole and exclusive remedy for any failure to meet the availability commitment in this Service Level Agreement, and the maximum aggregate credit for any calendar month is the cap in clause 06. This clause does not limit a remedy for a breach of a different obligation under the Terms of Service, and it does not exclude a liability that cannot lawfully be excluded.

Support is provided by email on every plan, from the published address, in English, during business days. Business subscriptions carry a target of a first response by the end of the next business day. Enterprise subscriptions carry priority handling with the response targets stated on the Order Form, which may include severity levels and out-of-hours cover. Free, Starter and Team support is best effort, with Team prioritised ahead of Free and Starter. A response target is a target for a first substantive human response, not a target for a resolution, and a resolution target for a defect is set out on an Order Form or nowhere.

Support covers the operation of the Service: account and access problems, defects, questions about documented behaviour, help with an import, a connector or an API call, and incident communication. It does not cover writing your integration for you, reviewing your translations, providing linguistic advice, or supporting a third party system you have connected beyond the boundary of our connector. Professional services beyond the scope of support are available under a separate statement of work.

If we fail to meet the applicable monthly availability target in three months within any rolling twelve month period, the Customer may terminate the affected subscription for cause on thirty days written notice given within thirty days of the third failure, and receive a pro-rata refund of prepaid fees for the unused remainder of the subscription period. That right is in addition to the credits earned for those months.

Scheduled Maintenance is announced at least 72 hours in advance and is planned for periods of low usage where we can. We aim to keep planned windows short and infrequent, and most of our changes ship without a window at all. Emergency Maintenance is performed when a security, integrity or availability risk requires it, and we explain what happened as soon as we reasonably can. Both are Excluded Downtime.

Where a status page is provisioned it is hosted independently of the product and is linked from our site; where it is not, incident communication is by email to affected customers. We do not publish an achieved uptime percentage on our own marketing pages, and this document is the only place in the library that prints an uptime percentage at all, because a target belongs in a contract rather than in a headline.

We may update this Service Level Agreement, and for a change that reduces a commitment we give at least thirty days notice and it does not take effect for a subscription before its next renewal. A change that improves a commitment may take effect immediately. Where an Order Form incorporates a version of this document by date, that version governs for that subscription until it is renewed.

Claims and questions about this agreement go to the address on your Order Form, or to hello@transglot.ai. If you need a service level in writing before you sign, including a different schedule or an out-of-hours response target, that conversation belongs on an Order Form, agreed before the subscription starts.