Service Level Agreement

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.

SignalEDI targets 99.9% monthly uptime for core EDI processing and API services.

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).

• 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.

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

• 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.

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.

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.