Service Level Agreement (SLA)

Last Updated: November 23, 2025

Summary (Plain-English)

Pro plans target 99.5% monthly uptime. Free plans have no SLA. Service credits available for outages. Excludes scheduled maintenance and third-party failures.

1. Applicability

Applies to:

Pro Plans: 99.5% uptime target

Does NOT apply to:

Free or Trial accounts
Beta features

2. Uptime Commitment

Pro Plans:

Target: 99.5% monthly uptime
Best-effort; credits for failures

Calculation:

Uptime = (Total Minutes - Downtime Minutes) / Total Minutes × 100%

Downtime = inability to access core Services for 5+ consecutive minutes

3. Exclusions

NOT counted as Downtime:

Scheduled Maintenance

Announced 48 hours in advance
Typically <2 hours

Emergency Maintenance

Critical security patches
Infrastructure failures
DDoS response

Third-Party Failures

Cloud provider outages (Cloudflare)
Payment processor (Stripe)
DNS or CDN failures
BFMR API outages

Force Majeure

Natural disasters
War or terrorism
Pandemics
Government actions
Power grid failures

User-Caused

Misconfigured integrations
Exceeding rate limits
Invalid credentials

4. Service Credits

Pro Plans:

Monthly Uptime	Credit
99.5% - 99.9%	10%
99.0% - 99.5%	25%
95.0% - 99.0%	50%
< 95.0%	100%

Credit Terms:

Applied to next invoice
Don't carry forward >12 months
Non-transferable
Not redeemable for cash
Maximum: 100% of monthly fee

5. Claiming Credits

Email: support@smartdealmind.com

Subject: "SLA Credit Request - [Month/Year]"

Include:

Account email
Affected month
Description
Evidence (timestamps, screenshots)

Timeframe:

Must request within 30 days of affected period
Late requests not accepted

Review:

Acknowledged within 2 business days
Credit issued within 10 business days

6. Status Monitoring

Status Page: (Coming soon)

Will include:

Current status
Active incidents
Scheduled maintenance
Historical uptime (90 days)

7. Changes to SLA

SLA may be updated:

30 days' notice for downgrades
Immediate for improvements