Service Level Agreement

1. Scope

This SLA applies to paid ComfortOS subscriptions. Free trials and beta features are excluded unless expressly stated in an order form.

2. Uptime Commitment

Better Cards targets 99.9% monthly uptime for the core ComfortOS web application and API, excluding scheduled maintenance announced at least 24 hours in advance.

Uptime is measured against external synthetic monitoring of authentication, dispatch board load, and primary API health endpoints.

3. Scheduled Maintenance

Maintenance windows are typically scheduled during low-traffic periods in U.S. Central Time. Emergency maintenance may occur without advance notice to address security or stability issues.

4. Support Response Targets

Support severity levels and initial response targets:

• Critical (platform unavailable or data loss risk): 1 hour, 24×7 for eligible plans.
• High (major feature impaired, no workaround): 4 business hours.
• Normal (non-blocking defect or question): 1 business day.
• Low (feature request or documentation): 3 business days.

5. Service Credits

If monthly uptime falls below 99.9%, eligible customers may request a service credit equal to 5% of monthly subscription fees for each full 0.1% below the target, capped at 30% of that month's fees.

Credits must be requested within thirty (30) days of the incident month and are the sole remedy for SLA breaches unless otherwise required by law.

6. Exclusions

SLA commitments do not apply to downtime caused by:

• Customer equipment, networks, or misconfigured integrations.
• Third-party provider outages outside Better Cards control.
• Force majeure events.
• Abuse, suspension under the Acceptable Use Policy, or unauthorized modifications.