Service Level Agreement

This Service Level Agreement ("SLA") describes the availability commitment, support response targets and service credits for the Faden Service. It forms part of the Terms of Service and applies to Studios on a paid plan. The free (Bench) plan is provided on a reasonable-effort basis and is not covered by the availability commitment or service credits.

• "Monthly Uptime Percentage" means total minutes in a calendar month, minus Downtime minutes, divided by total minutes, expressed as a percentage.
• "Downtime" means minutes during which the core Service is not materially available to you, as measured by our monitoring, excluding any Excluded Downtime.
• "Business Hours" means 9:00am–5:00pm Australian Eastern Standard Time (Brisbane), Monday to Friday, excluding Queensland public holidays.
• "Excluded Downtime" has the meaning in the Exclusions section.

For Studios on a paid plan, Faden targets a Monthly Uptime Percentage of at least 99.9% for the core Service (signing in, and reading and writing your studio data).

We monitor availability continuously and work to restore any interruption as quickly as practicable. Availability is measured at the platform level using our own monitoring, which is the reference for this SLA absent manifest error.

We aim to respond to support requests within the following targets, measured during Business Hours from when a request is received at support@faden.tech or through in-product support. Response means an initial human response, not necessarily resolution.

Bench (free)

Community and documentation. Reasonable-effort email support with no response-time target.

Studio

Email support. Target initial response within one (1) Business Day.

Atelier

Priority support. Target initial response within eight (8) Business Hours. Eligible for service credits.

Maison

A named contact with priority handling. Target initial response within four (4) Business Hours, with an agreed escalation path. Eligible for service credits.

Critical issues affecting the whole platform are worked continuously until resolved, regardless of plan, because they affect everyone.

If, in a calendar month, the Monthly Uptime Percentage for the core Service falls below 99.9% and you are on the Atelier or Maison plan, you may request a service credit against a future invoice, as follows:

• Below 99.9% but at or above 99.0% — credit of 5% of that month's plan fee.
• Below 99.0% but at or above 95.0% — credit of 10% of that month's plan fee.
• Below 95.0% — credit of 25% of that month's plan fee.

Service credits are calculated against the subscription fee for the affected month (excluding add-ons, metered usage and taxes), are capped at 25% of that fee, are applied to a future invoice (not paid in cash), and are the sole and exclusive remedy for any failure to meet the availability commitment. No credit is payable while your account is suspended or in breach (including for non-payment).

To claim a service credit, email support@faden.tech within thirty (30) days of the end of the affected month, with the dates and times you observed the unavailability. We will validate the claim against our monitoring and apply any credit due to your next invoice.

The availability commitment and service credits do not apply to unavailability caused by ("Excluded Downtime"):

• Scheduled maintenance notified in advance, and emergency maintenance reasonably required to protect the Service or its security.
• Factors outside our reasonable control, including internet or network failures, and force-majeure events.
• Your own equipment, software, network or configuration, or your users' actions.
• Third-party services you connect (for example payment gateways, messaging, accounting or shipping providers) or their outages — these are governed by their own terms.
• Beta, trial or preview features, which are provided as-is.
• Suspension or limitation of your account in accordance with the Terms (including for breach or non-payment).

From time to time we perform maintenance that may briefly affect availability. We aim to schedule planned maintenance outside Business Hours and to give advance notice where it is likely to be noticeable. Occasionally we must act immediately to protect the security or integrity of the Service; we will keep any such interruption as short as possible.

We may update this SLA as the Service evolves. When we make a material change we will update the effective date and, where appropriate, notify Studios. Your continued use of the Service after a change takes effect means you accept the updated SLA.