1Scope

This Service Level Agreement (“SLA”) applies to all paid SignalEDI subscription plans. This SLA does not apply to free trials, beta features, or preview releases.

2Uptime Commitment

Uptime targets vary by paid plan tier (aligned with our plan documentation):

Uptime targets by plan tier
Plan	Monthly uptime target
Starter	Best effort (no contractual SLA)
Growth / Professional	99.5% monthly uptime
Enterprise	99.9% monthly uptime (custom SLA available)

Uptime is calculated as: (total minutes in month − downtime minutes) ÷ total minutes in month × 100.

Exclusions: The following are not counted as downtime:

Scheduled maintenance (with 48-hour advance notice);
Force majeure events;
Issues caused by Client actions or configurations;
Third-party service outages (Stripe, trading partner systems, internet providers).

3Scheduled Maintenance

Maintenance Window: Sundays 2:00 AM – 6:00 AM ET.
Clients will receive 48-hour advance notice for scheduled maintenance.
Emergency maintenance may occur without advance notice; clients will be notified as soon as practicable.

4Service Credits

If SignalEDI fails to meet the uptime commitment, affected clients are eligible for service credits:

Service credit tiers by monthly uptime
Monthly Uptime	Credit
< 99.9% but ≥ 99.0%	10% of monthly fee
< 99.0% but ≥ 95.0%	25% of monthly fee
< 95.0%	50% of monthly fee

Maximum credit: 50% of the monthly fee for the affected month.
Credits must be requested within 30 days of the incident.
Credits are the sole and exclusive remedy for downtime.

5Incident Response

Incident severity response and resolution targets
Severity	Response Time	Resolution Target
Critical (service down)	1 hour	4 hours
High (major degradation)	4 hours	24 hours
Medium (minor issue)	1 business day	3 business days
Low (cosmetic)	2 business days	5 business days

6Monitoring & Reporting

SignalEDI monitors service availability 24/7 using automated monitoring systems. During incidents, status updates are provided via support channels and email notifications. Clients may contact support@signaledi.com for incident status inquiries.

7Exclusions

This SLA does not apply to:

Third-party integrations (retailer portals, ERP connections, trading partner systems);
Internet connectivity issues beyond SignalEDI’s control;
Client misconfiguration of mappings, SFTP connections, or API integrations;
Beta or preview features not designated as generally available;
Acts of God, natural disasters, or force majeure events.

Service Level Agreement