Service Level Agreement

This Service Level Agreement (“SLA”) sets ShiftGraph’s availability commitment for the Service. It applies to customers on the Enterprise plan, and to other customers where an order expressly references it. It is part of our Terms of Service, and capitalized terms have the meaning given there. The service credits below are your sole and exclusive remedy for any failure to meet the commitment in this SLA.

1. Uptime commitment

ShiftGraph will use commercially reasonable efforts to make the core Service (the application, the ingest endpoint, and drift processing) available at least 99.9% of the time each calendar month, and at least 99.95% where an Enterprise order specifies the higher target. “Monthly Uptime Percentage” is the total minutes in the month, minus minutes of Downtime, divided by the total minutes in the month. “Downtime” means a period in which the core Service is materially unavailable to you, as confirmed by our monitoring, excluding the periods in Section 3.

2. Measurement

Availability is measured by ShiftGraph’s monitoring across the calendar month in the UTC time zone. Alerting and cross-company early-warning delivery are provided on a reasonable-efforts basis; a delay in a single notification is not itself Downtime. Because ShiftGraph is a detection and warning instrument, an accurate report that one of your dependencies has changed or failed is the Service working correctly, not Downtime.

3. Exclusions

The following are not Downtime and do not count against the commitment:

• Your third-party dependencies. Any unavailability, change, latency, error, or failure of the third-party APIs, SDKs, providers, or tools that you monitor with ShiftGraph. Detecting and reporting those events is the purpose of the Service, and their behavior is outside our control.
• scheduled maintenance for which we give at least twenty-four (24) hours’ notice, and emergency maintenance needed to protect security or integrity;
• factors outside our reasonable control, including force majeure, internet or network failures beyond our systems, and problems with your equipment, software, connectivity, or configuration;
• a suspension or limitation of the Service consistent with the Terms or the Acceptable Use Policy, or your breach of the Agreement;
• use of the Service other than in accordance with its documentation, or beta, trial, or preview features;
• a failure caused by your own act or omission, or that of your users or your other vendors.

4. Service credits

If the Monthly Uptime Percentage falls below the applicable commitment in a month, you are eligible for a service credit, calculated as a percentage of the fees for the affected Service for that month:

A service credit is applied against a future invoice for the Service and will not exceed 50% of the monthly fee for the affected month. Credits are not refunds and have no cash value.

5. Claiming a credit

To claim a credit, email support@shiftgraph.dev within thirty (30) days after the end of the month in which the Downtime occurred, with the dates, times, and a description of the impact. If we confirm eligibility, we will apply the credit; the credit is your sole and exclusive remedy for the missed target.

6. Changes

We may update this SLA as described in the Terms. The version and effective date are shown above.