Service Level Agreement
Last updated: May 26, 2026 | Effective: at General Availability (TBD)This Service Level Agreement ("SLA") describes the uptime commitments, service credit policies, support response times, and maintenance practices for the Crontech platform (the "Service"). This SLA is incorporated by reference into the Crontech Terms of Service and applies to all paid subscription tiers once the Service reaches General Availability ("GA").
0. Open Beta — No SLA in effect
The Crontech platform is in open beta as of May 2026. During the open beta period, the Service is provided strictly "as is" and "as available" with no uptime commitment, no service credit eligibility, and no guaranteed support response times — regardless of subscription tier. The uptime percentages, credit schedules, support tiers, and maintenance windows described in Sections 1 through 12 of this document are forward-looking targets for General Availability and do not create binding commitments today.
We publish honest, real-time platform status at /status. When the Service reaches General Availability, this section will be removed and the commitments below will commence on a date communicated by email to all paid subscribers at least thirty (30) days in advance.
1. Scope and Applicability
This SLA applies to the following subscription tiers with the following commitments:
Pro Tier: Covered by this SLA with 99.9% monthly uptime commitment. Includes standard support response times and service credit eligibility as described below.
Team Tier: Covered by this SLA with 99.9% monthly uptime commitment. Includes enhanced support response times and service credit eligibility as described below.
Enterprise Tier: Covered by this SLA with 99.99% monthly uptime commitment. Includes priority support response times, service credit eligibility, and a dedicated account manager. Enterprise customers may negotiate custom SLA terms.
Free Tier: The Free tier is provided on a best-effort basis. No uptime commitment, service credits, or guaranteed support response times apply to the Free tier. We will make commercially reasonable efforts to maintain availability, but the Free tier is explicitly excluded from all SLA guarantees. Free tier users are not eligible for service credits under any circumstances.
2. Uptime Commitment
Crontech commits to the following monthly uptime percentages for the Service:
| Tier | Monthly Uptime | Max Monthly Downtime |
|---|---|---|
| Pro | 99.9% | 43 minutes 49 seconds |
| Team | 99.9% | 43 minutes 49 seconds |
| Enterprise | 99.99% | 4 minutes 23 seconds |
"Uptime" means the Service is accessible and materially functional for its intended purpose. Uptime is measured on a calendar month basis, beginning at 00:00:00 UTC on the first day of the month and ending at 23:59:59 UTC on the last day of the month.
3. Uptime Calculation
Monthly Uptime Percentage is calculated using the following formula:
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
"Downtime" is defined as any period of five (5) or more consecutive minutes during which the Service is materially unavailable, as determined by our monitoring systems. Intermittent errors lasting less than five consecutive minutes are not counted as Downtime.
"Downtime Minutes" are the total number of minutes of Downtime in a calendar month, excluding any minutes attributable to Exclusions defined in Section 4.
4. Exclusions
The following events are excluded from Downtime calculations and do not count against the uptime commitment:
4.1 Scheduled Maintenance. Planned maintenance windows for which at least 48 hours' advance notice has been provided via the Service's status page and email notification. See Section 9 for our maintenance window policy.
4.2 Force Majeure. Events beyond our reasonable control, including but not limited to: natural disasters, acts of government, war, terrorism, pandemics, widespread internet outages, power grid failures, or acts of God.
4.3 Customer-Side Issues. Issues caused by the customer's internet connectivity, hardware, software, or network infrastructure. This includes local ISP outages, misconfigured DNS, browser incompatibilities, and client-side firewall or proxy interference.
4.4 Third-Party Services. Outages or degraded performance of third-party services that the Service integrates with but does not control, including but not limited to: payment processors (Stripe), third-party AI model providers (OpenAI, Anthropic), authentication providers (Google OAuth), and external APIs. We will make commercially reasonable efforts to minimize the impact of third-party outages.
4.5 API Abuse or Excessive Usage. Service degradation caused by the customer's use of the Service in violation of our Terms of Service, Acceptable Use Policy, or documented rate limits. This includes but is not limited to: API abuse, automated scraping without authorization, denial-of-service attacks originating from the customer's infrastructure, and usage that materially exceeds contracted limits.
4.6 Emergency Maintenance. Unplanned maintenance required to address critical security vulnerabilities or imminent threats to data integrity. We will provide as much advance notice as reasonably practicable and will make every effort to minimize the duration and impact.
5. Service Credits
If the Service fails to meet the uptime commitment for a given calendar month, affected customers are eligible for service credits as described below. Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment.
| Monthly Uptime % | Service Credit |
|---|---|
| 99.0% to < 99.9% (or < 99.99% for Enterprise) | 10% of monthly subscription fee |
| 95.0% to < 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Service credit terms:
Service credits are applied as a credit against the next billing cycle. Credits are not refundable as cash and cannot be transferred to another account.
The maximum aggregate service credit for any single calendar month shall not exceed 50% of the monthly subscription fee for that month.
Service credits are calculated based on the subscription fee for the month in which the Downtime occurred, not future months.
Customers who are in arrears or in breach of the Terms of Service at the time of the Downtime event are not eligible for service credits.
6. Claiming Service Credits
To claim a service credit, you must submit a request that meets the following requirements:
6.1 Timing. Credit requests must be submitted within thirty (30) calendar days of the end of the month in which the Downtime occurred. Requests submitted after this period will not be eligible for credits.
6.2 Submission Method. Send credit requests via email to sla@crontech.dev with the subject line "SLA Credit Request — [Month Year]".
6.3 Required Information. Each request must include: (a) your account identifier or registered email address; (b) the dates and times (in UTC) of the Downtime incidents; (c) a brief description of the impact on your use of the Service; and (d) any supporting evidence such as screenshots, error logs, or status page references.
6.4 Review Period. We will review and respond to credit requests within fifteen (15) business days. If the credit is approved, it will be applied to the next billing cycle. If denied, we will provide a written explanation.
7. Monitoring and Measurement
Crontech uses internal monitoring systems to measure Service availability and performance. Our monitoring infrastructure includes synthetic health checks from multiple geographic regions, real-time alerting, and automated incident detection.
Our measurement is authoritative. In the event of a dispute regarding Downtime, our internal monitoring data is the authoritative source of truth for determining whether the uptime commitment was met. We publish real-time status and incident history on our public status page at status.crontech.dev.
Customers may use their own monitoring tools for independent verification. If there is a material discrepancy between our monitoring data and the customer's monitoring data, we will investigate in good faith and provide an explanation. However, our internal monitoring data remains the definitive measurement for SLA purposes.
8. Support Response Times
Support response times are measured from the time a support request is received to the time a human support agent sends an initial substantive response (automated acknowledgments do not count). Response times apply during business hours (Monday through Friday, 09:00-18:00 UTC) unless otherwise noted.
| Severity | Enterprise | Team | Pro |
|---|---|---|---|
| Critical | 1 hour (24/7) | 4 hours | 24 hours |
| High | 4 hours | 8 hours | 48 hours |
| Medium | 24 hours | 48 hours | 5 business days |
Severity definitions:
Critical: The Service is completely unavailable or a core function is non-operational, affecting all or substantially all users on the account. No workaround exists. Examples: complete platform outage, authentication system failure, data loss or corruption.
High: A major feature is significantly impaired but the Service is still partially operational. A workaround may exist but is not sustainable. Examples: AI features unavailable, real-time collaboration degraded, intermittent errors on critical workflows.
Medium: A non-critical feature is impaired or a minor issue affects a limited number of users. A reasonable workaround exists. Examples: UI rendering issues, non-critical integrations failing, performance degradation for specific operations.
Enterprise tier Critical severity support operates 24 hours a day, 7 days a week, including holidays. All other severity levels and tiers operate during business hours.
9. Scheduled Maintenance
Scheduled maintenance is performed during our preferred maintenance window:
Preferred Window: Sundays, 02:00 - 06:00 UTC
Advance Notice: We will provide at least 48 hours' advance notice of all scheduled maintenance via: (a) the public status page at status.crontech.dev; (b) in-app notification banner; and (c) email to account administrators. Enterprise customers will receive additional direct notification from their account manager.
Duration: We will make commercially reasonable efforts to keep scheduled maintenance windows as short as possible and to complete maintenance within the preferred window. If maintenance is expected to exceed the standard window, extended advance notice will be provided.
Frequency: Routine scheduled maintenance is typically performed no more than twice per month. We leverage our edge-first architecture and rolling deployment strategy to minimize the need for full-platform maintenance windows.
Zero-Downtime Deployments: Most updates are deployed via rolling edge deployments with zero downtime. Scheduled maintenance is reserved for changes that require coordinated downtime across infrastructure components (database migrations, infrastructure provider upgrades, etc.).
10. Incident Communication
During an unplanned outage or service degradation, we commit to the following communication cadence:
Initial Acknowledgment: Within 15 minutes of detecting an incident, we will post an update to the public status page confirming that we are aware of the issue and are investigating.
Regular Updates: During an active incident, status updates will be posted at least every 30 minutes until the incident is resolved.
Resolution Notification: When the incident is resolved, a final update will be posted confirming resolution and summarizing the impact.
Post-Incident Report: For incidents that result in material Downtime, a post-incident report (PIR) will be published within five (5) business days. The PIR will include: root cause analysis, timeline of events, impact assessment, and corrective actions taken to prevent recurrence.
11. Limitations
This SLA does not apply to: (a) features explicitly designated as "Alpha," "Beta," or "Preview"; (b) free tier accounts; (c) services accessed through unsupported browsers or clients; or (d) any period during which the customer's account is suspended for non-payment or policy violations.
Service credits constitute the sole and exclusive remedy for any failure to meet the uptime commitment described in this SLA. This SLA does not modify, amend, or supplement any other limitation of liability provisions in the Terms of Service.
Crontech reserves the right to modify this SLA with at least 30 days' written notice. Material changes that reduce uptime commitments or service credit percentages will not apply retroactively and will take effect only at the start of the next billing cycle following the notice period.
12. Contact
For SLA-related inquiries, service credit requests, or to report an outage:
Email: sla@crontech.dev
Status Page: status.crontech.dev
Enterprise customers: Contact your dedicated account manager directly or use the priority support channel provided during onboarding.
13. Additional Protections (DRAFT — requires attorney review)
DRAFT — requires attorney review. Nothing in this SLA waives, diminishes, or otherwise limits any protection, disclaimer, limitation of liability, indemnification, class-action waiver, binding-arbitration clause, AS-IS / AS-AVAILABLE disclaimer, no-consequential-damages exclusion, governing-law choice, export-controls clause, 18+ age requirement, or 30-day notice provision set forth in the Terms of Service.
Service credits as described in this SLA are the sole and exclusive remedy for any failure to meet the uptime commitment. Crontech's total aggregate liability remains capped per the Terms of Service at the greater of (a) fees paid in the twelve (12) months preceding the claim or (b) one hundred U.S. dollars ($100), subject to the lower $50 cap during any beta or early access phase per the Beta Disclaimer.
No Consequential Damages. Crontech is not liable for lost profits, lost revenue, lost data, lost goodwill, business interruption, or any indirect, incidental, special, consequential, exemplary, or punitive damages arising from Downtime, service degradation, or any SLA dispute, even if advised of the possibility.
AS-IS / AS-AVAILABLE. The Service, including uptime monitoring, service credit calculations, and incident communications, is provided AS-IS and AS-AVAILABLE without warranties of any kind.
AI Output Disclaimer. AI features that participate in the Service are informational only and are not a substitute for professional advice. You are responsible for independent verification. Downtime of AI features is excluded from uptime calculations to the extent caused by third-party AI model provider outages (see Section 4.4).
Customer Indemnification. You agree to indemnify Crontech for any claim arising from your use of the Service, your content, your code, your configurations, your integrations, and any service-credit claim submitted in bad faith.
Unilateral Suspension and Termination. Crontech reserves the right to suspend or terminate the Service or your account, unilaterally, for any reason, with notice where reasonably practicable. SLA obligations do not survive suspension or termination for cause.
Reverse Engineering Prohibited. You may not reverse engineer the Service's monitoring, uptime-measurement, or incident-communication infrastructure, except where such prohibition is unenforceable under applicable law.
Force Majeure. Force majeure events (as defined in Section 4.2 above and in the Terms of Service) are excluded from Downtime and from Crontech's liability.
Binding Individual Arbitration and Class-Action Waiver. Disputes relating to this SLA, including disputes over whether a service credit is owed, are subject to the binding individual arbitration clause and class-action waiver in the Terms of Service, including the 30-day opt-out and small-claims carve-out. We intend these disputes to be heard by AAA or JAMS.
Governing Law: New Zealand. We intend that this SLA be governed by the laws of New Zealand, subject to mandatory local law and to the US-facing carve-outs advised by counsel.
Export Controls / US Sanctions. You represent that you are not located in, and will not access the Service from, any jurisdiction under comprehensive US economic sanctions, and that you are not on any US government restricted-party list.
Age Requirement: 18+. You must be at least eighteen (18) years of age to subscribe to a paid plan covered by this SLA.
30-Day Notice for Terms Changes. Reaffirming Section 11: we intend to provide at least 30 days' notice for any material change to this SLA.
Severability and Entire Agreement. If any provision of this SLA is unenforceable, the remainder remains in full force. This SLA, together with the Terms of Service and incorporated policies, constitutes the entire agreement with respect to uptime commitments and service credits.