EnRoute Growth Platform - Service-Level Agreement
Cross-reference: this document is a sister doc to the EnRoute Growth Platform Terms of Service V4.3 and is incorporated by reference under TOS Section 24.4.
1. Purpose & Scope
This Service-Level Agreement (SLA) describes the availability commitment EnRoute Growth Platform (EGP) provides for the production Services. It applies to the platform components controlled by EGP and does not apply to third-party services, Customer-controlled integrations, or beta or trial features.
2. Acronyms
3. Service Availability Commitment
EGP targets a Monthly Uptime Percentage (MUP) of 99.0% for the production Services, measured calendar-month, in Coordinated Universal Time (UTC). "Monthly Uptime Percentage" is calculated as:
MUP = ( ( Total Minutes in Month - Unplanned Outage Minutes ) / Total Minutes in Month ) x 100
An "Unplanned Outage Minute" is any full minute during which the production Services are completely unavailable to Customer's authorized users for reasons within EGP's reasonable control, excluding the events listed in Section 5.
4. Scheduled Maintenance Windows
- EGP performs routine maintenance during published maintenance windows.
- Standard window: Sundays, 02:00-06:00 Eastern Time.
- Advance notice: at least seventy-two (72) hours via email to Customer's designated technical contact, except for emergency maintenance required to remediate a security or stability incident.
- Time spent in a published maintenance window is excluded from Unplanned Outage Minutes.
5. Excluded Events
The following events are excluded from Unplanned Outage Minutes and do not give rise to a Service Credit:
- Force majeure - acts of God, war, terrorism, civil unrest, government action, pandemic, fiber cut, regional power loss, or other event beyond EGP's reasonable control.
- Customer-caused outages - misconfiguration by Customer, exceeding documented rate limits or quotas, unpaid invoices triggering suspension, or breach of the Acceptable Use Policy.
- Third-party network issues - internet backbone, Domain Name System (DNS) resolution, or Customer-side network failures outside EGP's control; outages at upstream sub-processors (see /sub-processors) are passed through and not counted against EGP, provided EGP makes commercially reasonable efforts to mitigate.
- Planned maintenance - any maintenance performed during a published window.
- Security-incident response - emergency takedown, isolation, or throttling required to contain a security incident, malware outbreak, Distributed Denial of Service (DDoS) attack, or compliance event.
- Beta or trial features - any feature labeled "beta," "preview," "experimental," or "trial."
6. Service Credit Calculation
| Monthly Uptime Percentage | Service Credit (as % of that month's recurring fees) |
|---|---|
| < 99.0% and ≥ 97.0% | 5% |
| < 97.0% and ≥ 95.0% | 10% |
| < 95.0% | 25% |
Service Credits are calculated against the monthly recurring fee for the affected production Service only; one-time fees, professional-services fees, and third-party pass-through charges are excluded.
7. Credit-Request Process
To receive a Service Credit, Customer must submit a written request to support@enroutegrowthplatform.io within thirty (30) days after the end of the calendar month in which the outage occurred. The request must include:
- The dates and approximate start/end times (with timezone) of the outage(s).
- The affected Service(s) and component(s).
- Logs, screenshots, or other reasonable evidence of unavailability.
EGP shall evaluate the request in good faith and respond within fifteen (15) business days. Failure to request a credit within the 30-day window waives the right to that credit.
Request submitted within 30 days [ ]
8. Credits as Sole Remedy; No Cash Refunds
Service Credits are Customer's sole and exclusive remedy for any failure to meet the availability commitment in Section 3. Service Credits are applied to future invoices and have no cash value; no cash refunds are issued under this SLA. Credits do not accrue beyond termination of the underlying Services agreement.
9. Reporting Cadence
EGP publishes a public status page and monthly uptime summary. Customers on Enterprise tier receive a quarterly availability report by email upon request.
10. Contact
SLA questions or credit requests: support@enroutegrowthplatform.io.