Service Level Agreement

Effective Date: March 1, 2026

1. Uptime Commitment

Fimil targets 99.9% uptime for the SaaS platform, measured monthly. Scheduled maintenance windows are excluded.

Critical issues: 4 hours. High: 8 hours. Medium: 24 hours. Low: 48 hours. Enterprise plans receive priority support.

If monthly uptime falls below 99.9%, eligible customers receive service credits proportional to the downtime experienced.

Downtime caused by scheduled maintenance, force majeure, customer actions, or third-party services is excluded from SLA calculations.

For SLA inquiries or to request service credits, contact support@fimil.dev.