Note: This Service Level Agreement ("SLA") applies to customers on Pro and Business plans. Free tier users are not covered by this SLA.
Overview
This SLA describes the service level commitments for Never Expire Again. We are committed to providing a reliable service that you can depend on to track your critical expirations.
This SLA is subject to and incorporated into our Terms of Service.
Uptime Commitment
We commit to the following monthly uptime percentages:
| Plan | Monthly Uptime | Maximum Downtime/Month |
|---|---|---|
| Free | No SLA | — |
| Pro | 99.5% | ~3.6 hours |
| Business | 99.9% | ~43 minutes |
"Uptime" is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes × 100
"Downtime" means the Service is unavailable as measured by our external monitoring systems, excluding scheduled maintenance and exclusions listed below.
Scheduled Maintenance
We may perform scheduled maintenance that could affect availability. When possible:
- Maintenance will be scheduled during low-usage hours (typically 2:00 AM - 6:00 AM UTC)
- We will provide at least 48 hours' notice for standard maintenance
- We will provide at least 7 days' notice for major maintenance
- Emergency security patches may be applied with shorter notice
Scheduled maintenance windows do not count against uptime calculations.
Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| < 99.9% but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credit Requests
To request a service credit:
- Submit a request within 30 days of the incident
- Email [SUPPORT_EMAIL] with subject "SLA Credit Request"
- Include the dates and times of the affected period
Credit Limitations
- Maximum credit per month is 50% of that month's fees
- Credits are applied to future billing, not refunded
- Credits cannot be transferred or exchanged for cash
- Account must be in good standing to receive credits
Support Response Times
We provide email support with the following target response times:
| Severity | Description | Pro Response | Business Response |
|---|---|---|---|
| Critical | Service completely unavailable | 4 hours | 1 hour |
| High | Major feature unavailable, no workaround | 8 hours | 4 hours |
| Medium | Feature issue with workaround available | 24 hours | 8 hours |
| Low | General questions, minor issues | 48 hours | 24 hours |
Response times are measured during business hours ([BUSINESS_HOURS], Monday-Friday, excluding public holidays).
Exclusions
This SLA does not apply to:
- Free tier accounts
- Scheduled maintenance windows
- Force majeure events (natural disasters, war, etc.)
- Issues caused by your equipment, software, or network
- Issues caused by third-party services outside our control
- Denial of service attacks or security incidents
- Account suspension due to Terms of Service violations
- Beta or preview features
- Actions or inactions by you or your users
Measurement and Reporting
We measure uptime using independent third-party monitoring services that check the Service from multiple geographic locations every minute.
Current and historical uptime statistics may be viewed at: [STATUS_PAGE_URL]
Questions
If you have questions about this SLA, please contact us at [SUPPORT_EMAIL].