Service Level Agreement
This Service Level Agreement (“SLA”) describes Fimil’s availability commitments and support targets. It applies to Customers on the Business and Enterprise plans. Free and Team plans are provided on a best-effort basis without an availability commitment. This SLA is part of the Terms of Service; capitalized terms not defined here have the meaning given there.
1. Definitions
- “Monthly Uptime Percentage” — the total minutes in a calendar month minus minutes of Downtime, divided by the total minutes in the month.
- “Downtime” — a period in which the core Service is unavailable, excluding the exclusions in Section 5.
- “Scheduled Maintenance” — maintenance for which we provide at least 72 hours’ notice; we aim to limit Scheduled Maintenance and to perform it during low-traffic windows.
2. Availability commitment
| Plan | Monthly Uptime Commitment |
|---|---|
| Business | 99.9% |
| Enterprise | 99.9% |
| Free / Team | Best effort (no commitment) |
3. Service credits
If we fail to meet the applicable Monthly Uptime Commitment, you may request a service credit:
| Monthly Uptime Percentage | Service credit (% of monthly fee) |
|---|---|
| Below commitment but ≥ 99.0% | 10% |
| ≥ 95.0% but < 99.0% | 25% |
| < 95.0% | 50% |
Service credits are capped at 50% of the monthly fee for the affected month, are applied as credits against future invoices (not cash refunds), and are your sole and exclusive remedy for any failure to meet the availability commitment.
4. Requesting a credit
To receive a credit, submit a request to support@fimil.dev within 30 days of the end of the affected month, including the dates and times of the Downtime. We will respond within 15 business days of a valid request.
5. Exclusions
The availability commitment does not apply to unavailability caused by: Scheduled Maintenance; factors outside our reasonable control (force majeure, internet or third-party provider failures); your equipment, software, or network; your or your users’ acts or omissions (including violations of the Acceptable Use Policy); suspension or termination for cause; or beta, trial, or free features.
6. Support targets
| Plan | Channels | Target initial response |
|---|---|---|
| Business | Email, business-hours support, 24/7 escalation for Severity 1 | Severity 1: within hours; lower severities: within one business day |
| Enterprise | Email, priority/24-7 support, named contact | Faster targets per order; 24/7 for Severity 1 |
Severity levels and exact response targets for Enterprise may be further specified in your order.
7. Status and incident communication
We aim to maintain a status page and to communicate during significant incidents, including periodic updates while an incident is open and a follow-up summary afterward for major incidents.
8. Changes
We may update this SLA; for changes that materially reduce the commitments, we will provide advance notice. The “Last updated” date reflects the latest revision.