Service Level Agreement

This draft Service Level Agreement describes the availability and support targets wrxstack intends to offer for paid and enterprise Folio plans. It supplements the Terms of Service and applies only to customers on an eligible paid plan with an account in good standing.

Every commitment in this document is a DRAFT target pending owner and counsel sign-off. The numbers below are proposed defaults, not promises, until a final signed order form or agreement is in place. Free plans are provided as-is with no service level commitment.

• Eligible: customers on a paid or enterprise plan with no overdue balance and no active policy violation.
• Not eligible: free plans, trials, beta features, and accounts under suspension.

The proposed DRAFT target is 99.9 percent Monthly Uptime Percentage for the covered production services, measured per calendar month. This figure is a draft target and must be confirmed before it is offered.

• Covered services: serving of published portfolios and the authenticated application.
• Not covered: beta features, optional integrations, and third-party services outside our control.

These definitions explain how availability is calculated. Final wording should be confirmed by counsel.

• Monthly Uptime Percentage: total minutes in the month minus Downtime minutes, divided by total minutes in the month, expressed as a percentage.
• Downtime: a period in which the covered service returns errors for requests that should succeed, excluding the events in the exclusions section.
• Maintenance Window: a scheduled period announced in advance for planned maintenance.

Availability is measured by our monitoring against the health and status checks that front the platform. The public status page is the reference point for incident history.

• We measure with internal uptime monitoring and health checks.
• The status page at /status is the canonical record of incidents and maintenance.
• In a dispute, our monitoring records are the primary source, supplemented by reasonable customer evidence.

Some periods do not count as Downtime. These exclusions reflect events outside our reasonable control or planned work announced in advance.

• Scheduled maintenance announced in advance through the status page.
• Factors outside our control, such as failures of customer DNS, customer networks, or third-party providers.
• Force majeure events, denial-of-service attacks, and abuse mitigation.
• Suspension for non-payment, abuse, or policy violations.

When the Monthly Uptime Percentage falls below the target for a covered service in a calendar month, an eligible customer may request a service credit. The credit values below are DRAFT targets pending sign-off.

• Draft tier: below 99.9 percent and at or above 99.0 percent, a credit of 10 percent of the monthly fee for the affected service.
• Draft tier: below 99.0 percent and at or above 95.0 percent, a credit of 25 percent of the monthly fee.
• Draft tier: below 95.0 percent, a credit of 50 percent of the monthly fee.
• Service credits are the sole and exclusive remedy for missed availability targets and are applied to future invoices, not paid as cash, subject to final terms.

To receive a credit you must submit a claim within the claim window. We verify the claim against our monitoring before applying any credit.

• Submit a claim to enterprise@wrxstack.com within 30 days of the end of the affected month (draft window).
• Include the affected service, the dates and times, and any supporting evidence.
• Approved credits are applied to a future invoice for the same service.

We aim to respond to support requests within the target times below, based on severity. These are DRAFT initial-response targets, not resolution guarantees, and apply during the support coverage defined in the final agreement.

• Severity 1, critical, covered service is down for many users: draft target initial response within 1 hour.
• Severity 2, major, significant degradation or a key feature unavailable: draft target initial response within 4 business hours.
• Severity 3, minor, limited impact with a workaround: draft target initial response within 1 business day.
• Severity 4, question or request: draft target initial response within 2 business days.

The public status page is the primary place to check current operational state, incident updates, and planned maintenance. We aim to post incident notices and post-incident summaries there.

• Status page: /status.
• Broad operational notices are posted to the status page rather than sent individually.

This agreement does not apply to free plans, beta features, or third-party services. It does not change the warranty disclaimers and liability limits in the Terms of Service, which remain subject to counsel review.

Because every target here is a draft, nothing in this document creates a binding commitment until a final order form or agreement is signed.

We may update these targets as the service and operations mature. Material changes should be reviewed before publication and reflected with a new review date, and existing enterprise commitments follow their signed order form.

Service level questions and credit claims should be sent to enterprise@wrxstack.com, and general support requests to support@wrxstack.com. Include the account email, plan, affected service, and relevant dates.