Service Level Agreement (SLA)

1. Overview

This Service Level Agreement ("SLA") defines the uptime commitments, response-time targets, and service credits for Franchise Builder Global subscriptions. By purchasing an Enterprise or Pro subscription, you accept the terms of this SLA.

2. Uptime Commitment

• Enterprise tier: 99.9% monthly uptime (≈ 8.76 hours allowable downtime per year).
• Pro tier: 99.5% monthly uptime (≈ 43.8 hours allowable downtime per year).
• Starter / Free: Best-effort availability, no guaranteed SLA.

Uptime is measured across all public system components as published on our Status Page. Scheduled maintenance windows are excluded from uptime calculations.

3. Response Time Targets

Response-time targets apply during business hours for Pro tier and 24/7 for Enterprise tier. Resolution times are best-effort and not guaranteed unless separately negotiated.

4. Service Credits

If Franchise Builder fails to meet the uptime commitment for a given month, affected subscribers are entitled to service credits applied to the next billing cycle:

• 10% credit if monthly uptime falls below the committed threshold (99.9% Enterprise / 99.5% Pro).
• 25% credit if monthly uptime falls below 99.0%.
• 50% credit if monthly uptime falls below 95.0%.

To claim a service credit, contact support within 30 days of the incident with evidence of the downtime. Credits are capped at 50% of one month's subscription fee.

5. Exclusions

Downtime is not counted against the SLA when caused by:

• Scheduled maintenance published at least 24 hours in advance on the Status Page.
• Internet backbone outages, DNS failures, or third-party cloud provider outages outside our control.
• Customer-caused issues: misconfiguration, exceeded usage limits, or unsupported integrations.
• Force majeure events (natural disasters, acts of war, government action).
• Issues originating from customer-side networks, firewalls, or devices.

6. Monitoring & Transparency

Real-time system status, component health, incident history, and post-mortems are published at /status. Customers may subscribe to receive email notifications when incidents occur or maintenance is scheduled.

Following any major incident (severity: critical), Franchise Builder publishes a post-mortem within 7 days documenting root cause, resolution, and preventive measures.

7. Support Channels

• Enterprise: 24/7 priority support via dedicated channel; 1-hour critical response.
• Pro: Business-hours support; 4-hour high-severity response.
• Starter: Community and email support; best-effort response.

8. Revisions

Franchise Builder may revise this SLA with 30 days' notice. Material reductions to uptime commitments or response-time targets will not apply to existing Enterprise contracts until renewal.