Service Level Agreement (SLA)

1. Uptime Commitment

We strive to maintain a monthly uptime of 99.5% for the Service, excluding scheduled maintenance and events outside our reasonable control. Uptime is measured as the total minutes in a calendar month minus the minutes of downtime, divided by the total minutes in the month.

2. Scheduled Maintenance

We may perform scheduled maintenance on the Service. We will make reasonable efforts to schedule maintenance during low-usage periods and to notify users in advance for any maintenance that may cause extended downtime. Scheduled maintenance does not count toward downtime in our uptime calculation.

3. Exclusions

The uptime commitment does not apply to downtime caused by:

• Events outside our reasonable control, including force majeure events (acts of God, natural disasters, war, terrorism, civil unrest, government actions)
• Failures of third-party services or internet providers outside our control
• Your misuse of the Service or failure to follow documentation
• Scheduled maintenance
• Issues with your network, device, or browser

4. Support Response Times

We offer the following support response time commitments for support tickets submitted through the Service:

• Pro plan: First response within 1 business day
• Basic plan: First response within 2 business days

Response times are targets, not guarantees. "Business day" means Monday through Friday, excluding U.S. federal holidays. Response times apply to tickets submitted during normal business hours (9:00 AM to 5:00 PM Eastern Time).

5. Issue Prioritization

We prioritize support issues as follows:

• Critical: The Service is completely unavailable or data is at risk. We will begin investigation within 1 hour.
• High: A core feature is not functioning. We will begin investigation within 4 business hours.
• Medium: A non-core feature is not functioning or there is a usability issue. We will begin investigation within 1 business day.
• Low: Feature requests, questions, or minor issues. We will respond within the standard response time.

6. No Service Credits

The Service is provided on a best-effort basis. We do not offer service credits, refunds, or other compensation for downtime or unavailability of the Service, consistent with the Refund Policy and Terms of Service. All subscription payments are final and non-refundable.

7. Data Backup

We maintain reasonable backup measures to protect your data. However, you are solely responsible for maintaining your own backup copies of any content you store in the Service. We recommend that you regularly export or download important data. We are not liable for any loss of data caused by system failures.

8. Notification of Outages

We will make reasonable efforts to notify users of any significant outage through in-app notifications or email. We will provide updates on the status of the outage and the estimated time to resolution where possible.

9. Contact

If you have questions about this SLA, please contact us through the Support feature within the Service or at info@quotepilot.software. Our postal address is QuotePilot, 72 Snowbird Lane, Ludlow, VT 05149.