Service Level Agreement

1. Scope and applicability

This Service Level Agreement ("SLA") applies to the Understify application and core APIs. It is effective for Understify Business plan subscribers and for any other plan where an SLA is expressly agreed in writing (e.g. in an order form or master agreement). "We" and "Understify" refer to the entity providing the service under your agreement.

2. Uptime commitment

We target 99.9% uptime for the Understify application and core APIs, measured monthly. Uptime is calculated as:

"Unplanned downtime" means periods when the service is unavailable due to our infrastructure or application failures, excluding the exclusions in Section 4.

3. Support response (Business plan)

For Business plan subscribers we commit to the following initial response times (first human reply, not automated acknowledgment):

• Critical (service down or severely degraded): within 4 to 24 business hours.
• High (major feature broken, no workaround): within 8 to 24 business hours.
• Normal (questions, minor issues): within 24 business hours.

"Business hours" means our stated support hours (e.g. 9:00–17:00 in your region or UTC, as published on our support or help pages).

4. Exclusions

Uptime and response commitments do not apply to:

• Planned maintenance. We will use reasonable efforts to announce in advance and minimise impact.
• Issues caused by you. Your network, devices, or use in breach of our terms.
• Third-party services. Identity providers, cloud providers, or other services outside our direct control.
• Force majeure. Natural disaster, war, pandemic, government action, or similar events beyond our reasonable control.
• Misuse or abuse. Your misuse, abuse, or violation of acceptable use.

5. Measurement and communication

We monitor availability of our production systems and use that data to calculate uptime. We may publish a status page and/or communicate significant incidents and planned maintenance there and by email where appropriate. On request, we may provide a brief monthly summary of uptime and major incidents for your plan period.

6. Your role

To help us meet these commitments, you agree to:

• Use the designated support channel(s) for your plan.
• Provide enough detail (account, steps, impact) for us to investigate.
• Designate a primary contact for critical issues if we agree that in your order or contract.

7. Limitation relative to SLA

This SLA describes our operational targets and how we measure them. It does not change the liability or remedy limits in our Terms of Service or Master Agreement. Where we offer a service credit or other SLA remedy, it will be set out in your order or a separate SLA addendum.

8. Changes to this SLA

We may update this SLA occasionally. We will post the current version at our SLA URL (e.g. /sla) and, for material changes, give advance notice as required by your agreement. Continued use after the effective date of a change constitutes acceptance unless your agreement provides otherwise.

9. Contact

For SLA and support enquiries, please use our Help Center or contact page.