Service Level Agreement

Target: 99.9% monthly uptime for the production application. Measured at the load-balancer level, excluding scheduled maintenance announced at least 7 days in advance.

< 99.9% and ≥ 99.0%: 10% of monthly fees.

< 99.0% and ≥ 95.0%: 25% of monthly fees.

< 95.0%: 50% of monthly fees.

Credits are applied to the next invoice; cumulative cap 50% in any billing cycle.

Severity 1 (service down): Enterprise 1h, Business 4h, Team 8h.

Severity 2 (major feature impaired): Enterprise 4h, Business 8h, Team 1 business day.

Severity 3–4: next business day.

Force majeure, customer-caused incidents, third-party failures outside QEHS control, and beta / preview features are excluded.