Service Level Agreement

1. Uptime Commitment

We commit to the following monthly uptime targets for each subscription tier:

"Uptime" means the Service is accessible and functional for normal use, measured over a calendar month excluding scheduled maintenance windows. Uptime is tracked at https://status.cloutbox.ai.

"Downtime" means the Service is unavailable or returns errors for more than 5 consecutive minutes, excluding: (a) scheduled maintenance; (b) events beyond our reasonable control (see Force Majeure in our Terms); (c) outages caused by third-party social media platform APIs; (d) issues caused by your actions or misuse.

2. Scheduled Maintenance

• Routine maintenance: Sundays 02:00–04:00 UTC. In-app banner posted 48 hours in advance. Does not count toward downtime.
• Emergency maintenance: may be performed with as little as 1 hour notice in cases of active security incidents or critical infrastructure failures. We aim to post notice at https://status.cloutbox.ai as soon as practicable.
• Major upgrades: announced at least 7 days in advance via email and in-app notice. Typically performed during the routine maintenance window.

3. Support Tiers

"Response time" means the time from ticket creation to a qualified engineer's first reply. It does not guarantee resolution time, which depends on issue complexity. Support hours for P1/P2 on Business and Enterprise plans are 24/7/365. Starter and Pro P3 support hours are Monday–Friday, 09:00–18:00 UTC.

4. Credit Process

• Eligibility: credits apply only to paying subscribers. Free trial accounts are not eligible.
• Claiming credits: you must submit a credit request within 30 days of the incident by emailing support@cloutbox.ai with "SLA Credit Request" in the subject, the dates and duration of the downtime, and a brief description of the impact.
• Credit cap: total credits in any calendar month are capped at 30% of your monthly fee, regardless of the number of incidents.
• Credit form: credits are issued as account credits applied to the next billing cycle. Credits are not redeemable for cash and have no cash value.
• Verification: we will use our monitoring data from https://status.cloutbox.ai to verify the reported downtime. Credits will be issued within 14 days of approval.

5. Data Backup and Recovery

• Backup frequency: daily automated backups of all database data.
• Backup retention: 30 days of point-in-time recovery (PITR) on all paid plans.
• Recovery Point Objective (RPO): maximum 24 hours of data loss in a catastrophic failure scenario.
• Recovery Time Objective (RTO): we target restoration of service within 4 hours of a declared disaster, subject to the nature of the incident.
• Media files: user-uploaded media is stored on Supabase Storage with cross-region redundancy.

6. Exclusions

SLA commitments do not apply to downtime caused by:

• Scheduled maintenance windows (Section 2).
• Force majeure events as defined in the Terms of Service.
• Third-party social media platform API outages or changes (Meta, X, LinkedIn, TikTok, YouTube).
• Your actions, including misuse, exceeding rate limits, or misconfiguration.
• Internet or network connectivity issues outside our control.
• Beta, preview, or "Coming soon" features (not covered by SLA).

7. Status Page

Current and historical uptime data, incident reports, and maintenance schedules are published at https://status.cloutbox.ai. Subscribe to receive real-time incident notifications via email or RSS.

8. Contact