Service Level Agreement

Explorer, Self-Starter, Professional, Agency, and Organization plans do not include a binding uptime percentage or service credit unless checkout or a signed order expressly says otherwise. Public status, monitoring, backup, and support objectives are operational commitments, not an SLA guarantee.

An Enterprise or other executed order may specify monthly availability, covered components, support window, incident severities, response targets, recovery objectives, maintenance rules, credits, and exclusions. The order must identify the release architecture and support coverage on which the commitment depends.

Where a target is contracted, monthly availability is calculated as total minutes in the month minus qualifying unavailable minutes, divided by total minutes in the month. A qualifying outage generally requires the production web service to be unable to serve authenticated requests for a material portion of customers, as confirmed by Asuruas monitoring.

• Scheduled maintenance communicated according to the order.
• Customer systems, credentials, configurations, networks, browsers, or unauthorized changes.
• Assessed third-party websites or external providers outside our reasonable control.
• Abuse, quota exhaustion, suspended accounts, nonpayment, or use contrary to the agreement.
• Force majeure, widespread Internet or cloud events, and emergency security action, to the extent allowed by the order and law.
• Evaluation, no-charge, or expressly unsupported features.

• Account-security or suspected data-incident reports: triaged as soon as reasonably practicable.
• Organization plans with priority support: target initial business-hours response within one business day.
• Other paid plans: target initial business-hours response within two business days.
• Free plans: support as capacity permits.
• These are objectives unless an executed order makes them binding.

A contracted credit request must be submitted by an authorized billing contact within 30 days after the affected month and include dates, times, impact, and relevant request or incident identifiers. Credits are the exclusive monetary remedy for an SLA miss unless the order or non-waivable law states otherwise, apply only to future service, and may not exceed the affected month's fee.

Asuruas will not publish a binding standard-plan uptime percentage until production capacity, monitoring, incident response, backup restore, and single-host dependency risks are qualified against that commitment. Effective August 9, 2026.