Service Level Agreement

1. Scope

This Service Level Agreement (“SLA”) is part of our Terms of Service and sets out the availability commitment PapelSoftware LLC makes for the following services (the “Covered Services”):

• applications hosted on Papel Cloud Pro and Papel Cloud Business plans; and
• production applications hosted by us as part of a Scale development subscription.

This SLA applies to these plans during early access once your workspace is live and you are being charged. Other plans, including Papel Cloud Starter, Papel Copilot and Papel Monitor, are not covered by the uptime commitment, but the support response targets in this SLA apply to them. Enterprise customers may have a custom SLA in their order form, which replaces this one.

2. Uptime commitment

We will use commercially reasonable efforts to make each Covered Service available with a Monthly Uptime Percentage of at least 99.9% in each calendar month. If we do not meet this commitment, you are eligible for the service credits described below.

3. Definitions

• Downtime means a period of at least one consecutive minute during which a hosted application fails to respond, or returns server errors (HTTP 5xx) caused by our platform, to at least 5% of requests, as measured by our external monitoring from at least two geographic locations.
• Monthly Uptime Percentage means the total minutes in the calendar month, minus minutes of Downtime, divided by the total minutes in the month, expressed as a percentage. Excluded events are not counted as Downtime.
• Monthly Fee means the fee you paid for the affected Covered Service for the month in which Downtime occurred. For a Scale development subscription, the Monthly Fee is the monthly list price of the Papel Cloud plan that corresponds to the resources used by the affected application. For annual plans, it is one twelfth of the annual fee.
• Service Credit means a credit, calculated as a percentage of the Monthly Fee, applied to a future invoice.
• Business hours means Monday to Friday, 9:00 a.m. to 6:00 p.m. Eastern Time, excluding US federal holidays.

4. Exclusions

Downtime does not include unavailability caused by:

• scheduled maintenance announced at least 48 hours in advance, limited to four hours per month and performed outside US business hours where possible;
• emergency maintenance needed to address a critical security vulnerability;
• your application code, configuration, deployments, database queries or third-party dependencies, or any change made by you or at your direction;
• exceeding the resource limits of your plan, or traffic spikes you did not tell us to expect;
• denial-of-service attacks, or other malicious activity, despite our reasonable mitigation efforts;
• DNS, domain registrar, internet service provider or other networks outside our control, or an outage affecting an entire AWS region;
• suspension of your account under the Terms of Service or Acceptable Use Policy;
• preview environments, staging environments and features labelled beta or preview; or
• events beyond our reasonable control, as described in the Terms of Service.

5. Service credits

If the Monthly Uptime Percentage for a Covered Service falls below 99.9% in a calendar month, you are eligible for the following Service Credit:

• Total Service Credits for any month will not exceed 50% of the Monthly Fee.
• Service Credits are applied to your next invoice and are not paid out in cash, except that if you cancel, we will refund any unused credit you have earned.
• Your account must be in good standing, with no overdue payments, to receive Service Credits.
• Service Credits are your sole and exclusive remedy for failure to meet the uptime commitment, without affecting your right to terminate for material breach under the Terms of Service.

6. How to claim a credit

To request a Service Credit, email [email protected] within 30 days after the end of the month in which the Downtime occurred. Please include:

• the subject line “SLA credit request”;
• your account name and the affected applications;
• the dates and times of each Downtime period, with time zone; and
• any logs or monitoring data that support your claim.

We will review your request against our monitoring records and respond within 10 business days. If we confirm the Downtime, we will apply the credit to your next invoice. Claims received more than 30 days after the end of the month are not eligible.

We notify affected customers by email of scheduled maintenance and during significant incidents. After any Critical incident on a Covered Service, we send a written incident summary within five business days.

7. Support response targets

We aim to send a first response from an engineer, not an automated reply, within the times below. Response targets are measured from when we receive a request through email at [email protected], your shared support channel or the in-product support form. They are targets, not guarantees of resolution time, and are not eligible for Service Credits.

Severity levels

• Critical: a production application or Covered Service is down or unusable for most users, or there is an active security incident.
• High: a key feature is impaired for many users and no reasonable workaround exists.
• Normal: a minor bug, a question, or a request with a workaround or limited impact.

Targets by plan

For Critical issues outside business hours on Scale and Cloud Business plans, use the emergency contact method provided during onboarding.

8. Changes to this SLA

We may update this SLA. We will notify customers on Covered Services by email at least 30 days before a change that reduces the uptime commitment or service credits takes effect. Changes will not reduce your commitment during an annual term you have already paid for.

9. Contact us

For support or to claim a service credit, email [email protected]. For questions about this SLA, email [email protected].

Support hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. Eastern Time.