Service Level Agreement

Effective: February 25, 2026

This Service Level Agreement ("SLA") describes the uptime commitment, service credit policy, and support response targets for the Carlquist managed platform. This SLA applies to paid subscription plans and forms part of the agreement between the Customer and Carlquist.

Uptime Commitment

Carlquist targets 99.95% monthly uptime for the managed platform. The managed platform includes the API gateway, webhook delivery, CLI authentication, and dashboard.

Uptime is calculated as:

(Total minutes in month - Downtime minutes) / Total minutes in month × 100

For example, in a 30-day month (43,200 minutes), the 99.95% target allows a maximum of 21.6 minutes of downtime.

Downtime Definition

Downtime is defined as a period of 5 or more consecutive minutes during which the API gateway returns server errors (HTTP 5xx) for more than 5% of requests, as measured by Carlquist's external monitoring infrastructure.

The following are excluded from downtime calculations:

• Scheduled maintenance: Maintenance windows announced at least 72 hours in advance via email to account administrators. Scheduled maintenance is typically performed during low-traffic periods (Sundays 02:00-06:00 UTC).
• Force majeure events: Natural disasters, acts of war, government actions, pandemics, or other events beyond Carlquist's reasonable control.
• Customer-caused outages: Downtime resulting from Customer actions, configurations, or code.

Service Credits

If Carlquist fails to meet the monthly uptime commitment, Customers are eligible for service credits as follows:

Monthly Uptime	Service Credit
< 99.95%	10% of monthly fee
< 99.9%	25% of monthly fee
< 99.0%	50% of monthly fee

• Credits are applied to the next billing cycle. Credits are not redeemable for cash.
• Maximum credit in any billing period: 50% of monthly fee.
• Customer must request credits within 30 days of the end of the month in which the downtime occurred.
• Credit requests should be submitted to support@carlquist.app with the dates and times of observed downtime.

Support Response Targets

Severity	Description	Response Time	Update Cadence
Sev 1	Service down — all users affected, no workaround	1 hour	Every 4 hours
Sev 2	Major feature degraded — significant impact, workaround may exist	4 hours	Every 8 hours
Sev 3	Minor issue — limited impact, workaround available	1 business day	As needed
Sev 4	Question or enhancement request	2 business days	As needed

Response times are measured from the time a support request is received during business hours (Monday-Friday, 09:00-18:00 UTC), except for Sev 1 incidents which are monitored 24/7. Response time refers to the first meaningful human response acknowledging the issue.

Support Channels

• Email: support@carlquist.app — available on all paid plans.
• Dedicated Slack channel: Available on Enterprise plans. A shared Slack Connect channel with direct access to the Carlquist engineering team.
• Phone escalation: Available on Enterprise plans for Sev 1 incidents only. Escalation phone number provided during onboarding.

Exclusions

This SLA does not apply to:

• Issues caused by the Customer's systems, code, or configurations.
• Failures of third-party services outside Carlquist's control (e.g., upstream cloud provider outages not attributable to Carlquist's architecture decisions).
• Beta or preview features explicitly designated as non-production.
• Usage on the free tier.