1. Scope
This Service Level Agreement ("SLA") applies to paid, cloud-hosted Prapl products on plans that expressly include an SLA. It does not apply to free tools, trials, beta features, or downloadable software that runs on your own infrastructure (where availability depends on your systems). This SLA forms part of our Terms of Service.
2. Uptime commitment
We target 99.9% monthly availability for covered cloud services, measured as the percentage of minutes in a calendar month the service is available, excluding the exclusions below.
| Monthly uptime | Meaning |
|---|---|
| 99.9% | Our standard target for covered paid cloud plans |
| < 99.9% | May qualify for service credits (section 5) |
3. Support and response targets
Support from the engineers who build the software, via [email protected]. Target first-response times (business hours, best effort):
| Severity | Description | Target first response |
|---|---|---|
| Critical | Covered service unusable in production | Within 4 business hours |
| High | Major feature impaired, no workaround | Within 1 business day |
| Normal | General issues and questions | Within 2 business days |
4. Exclusions
Downtime does not count against our commitment where it results from: scheduled or emergency maintenance (announced where practicable); factors outside our reasonable control (force majeure, internet or upstream provider failures); your systems, network, or third-party services you connect to; your breach of the Terms or AUP; or beta/trial features.
5. Service credits
Where a covered service falls below the committed uptime in a calendar month, your exclusive remedy is a service credit applied to a future invoice:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 5% of that month's fee for the affected service |
| 95.0% – 98.99% | 10% of that month's fee |
| Below 95.0% | 25% of that month's fee |
Credits are non-refundable, do not accrue as cash, and are capped at the fees paid for the affected service in that month.
6. Claiming a credit
To claim, email [email protected] within 30 days of the incident, with the dates, times and impact. We will verify against our monitoring and apply any approved credit to a future invoice.
7. Contact us
Questions about this SLA? Email [email protected].