Service Level Agreement

Last updated: April 23, 2026

This Service Level Agreement ("SLA") describes the uptime commitments and support response times available under a separately signed enterprise agreement. Standard plans are provided on a best-effort basis.

1. Uptime Commitment

We commit to the following monthly uptime for customers on qualifying plans:

• Enterprise: The monthly uptime commitment stated in the signed order form

Uptime is measured as the percentage of time in a calendar month during which our core services (API, authentication, workspace access) are available, excluding Scheduled Maintenance and Excluded Events as defined below.

2. Service Credits

If we fail to meet the uptime commitment in a given month, eligible customers may request service credits:

• Less than 99.5% but at least 99.0% — 10% credit of the monthly fee
• Less than 99.0% but at least 98.0% — 25% credit of the monthly fee
• Less than 98.0% — 50% credit of the monthly fee

Service credits are applied to your next invoice. Credits are the sole and exclusive remedy for SLA violations and cannot exceed one month of service fees per month of downtime.

3. How to Request Credits

To request a service credit, email billing@easyschema.xyz within 30 days of the incident with:

• Your account email and workspace ID
• The approximate date, time, and duration of the incident
• Description of the impact

We will verify the incident against our monitoring data and respond within 10 business days.

4. Scheduled Maintenance

Planned maintenance windows are announced in advance via email or in-product notification. Scheduled maintenance does not count against the uptime commitment. We aim to schedule maintenance during low-traffic hours and limit total scheduled downtime to under 4 hours per month.

5. Excluded Events

The following do not count as downtime:

• Issues caused by factors outside our reasonable control (internet outages, force majeure, DDoS attacks on infrastructure)
• Issues caused by your applications, third-party software, or equipment
• Downtime during which you are in violation of our Terms of Service or Acceptable Use Policy
• Suspension due to non-payment or security incidents on your side
• Beta or preview features clearly labeled as non-production
• Target API downtime — we are not responsible for the availability of APIs you test through our proxy

6. Support Response Times

Email support response time commitments by tier:

• Free & Personal plans: Best effort, typically 48–72 hours
• Standard plans: Best-effort support
• Enterprise: Response times stated in the signed order form

Business hours are 9 AM to 6 PM IST (UTC+5:30), Monday through Friday, excluding public holidays.

7. Severity Definitions

• Severity 1 (Critical): Production service is completely unavailable, no workaround.
• Severity 2 (High): Major feature is broken or severely degraded, workaround may exist.
• Severity 3 (Normal): Minor feature issue or question with no significant service impact.
• Severity 4 (Low): Feature requests, documentation, cosmetic issues.

8. Modifications

We may update this SLA. Material changes affecting your commitments will be communicated via email at least 30 days in advance.

9. Contact

Support: support@easyschema.xyz
Billing & Credits: billing@easyschema.xyz
Enterprise inquiries: sales@easyschema.xyz