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Service Level Agreement

Last Updated:
Version 1.0

Table of Contents

Service Level Agreement

Effective Date:
Version 1.0
99.9% Uptime Commitment

1. Service Availability

ChatFuse, LLC ("ChatFuse") commits to providing the ChatFuse AI-powered chat platform and related services (the "Service") with a target uptime of 99.9% during each calendar month, excluding planned maintenance windows.

This Service Level Agreement ("SLA") applies to all paid subscription tiers of the Service. Free tier users are provided with best-effort availability without specific uptime guarantees.

1.1. Uptime Calculation

Uptime is calculated as follows:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Where:

  • Total Minutes = Total minutes in the calendar month
  • Downtime Minutes = Minutes during which the Service is unavailable
  • Planned maintenance is excluded from downtime calculations

1.2. Exclusions

The following are excluded from uptime calculations:

  • Planned maintenance windows (with advance notice)
  • Force majeure events
  • Issues caused by Customer's systems or network
  • Issues caused by third-party services outside ChatFuse's control
  • Beta features or experimental functionality
  • Issues caused by Customer's violation of Terms of Service

2. Service Credits

3. Planned Maintenance

4. Support Response Times

5. Performance Targets

6. Credit Request Process

7. Monitoring and Reporting

8. Service Level Objectives

9. Limitations and Exclusions

10. Updates to SLA

11. Contact Information

Questions about these terms? Contact us at [email protected]

Attn: Privacy Team • 302 Washington St, #150-7038, San Diego, CA 92103

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