Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") is part of the agreement between the customer ("Customer") and Offerframe, operated at offerframe.io. This SLA describes the service availability commitments, support response times, and remedies available to the Customer when those commitments are not met. This SLA applies to all paid Offerframe subscriptions and is effective as of the date the Customer begins their paid subscription.

2. Service Availability

3. Planned Maintenance

Offerframe performs planned maintenance during designated windows to minimize disruption to customers.

• Maintenance window — Sundays, 2:00 AM to 6:00 AM UTC.
• Advance notice — at least 48 hours' notice will be provided via email and in-app notification before any planned maintenance.
• Duration — planned maintenance typically lasts less than 30 minutes. Extended maintenance will be communicated separately.
• Impact — during maintenance, the Service may be temporarily unavailable or operate with reduced functionality.

Planned maintenance windows are excluded from the uptime calculation described in Section 2.

4. Exclusions

The following events are excluded from the uptime calculation and do not qualify for service credits:

• Force majeure — natural disasters, wars, terrorism, pandemics, government actions, or other events beyond Offerframe's reasonable control.
• Customer-caused issues — downtime resulting from the Customer's actions, misconfigurations, or misuse of the Service, including violations of the Acceptable Use Policy.
• Third-party services — outages or degraded performance of third-party services (Supabase, Vercel, Stripe, Resend) that are beyond Offerframe's control, provided Offerframe takes reasonable steps to mitigate impact.
• Planned maintenance — scheduled maintenance during the designated window as described in Section 3.
• Beta features — features explicitly labeled as beta, preview, or experimental are not covered by this SLA.
• Network issues — internet connectivity problems between the Customer and Offerframe's servers that are outside Offerframe's infrastructure.

5. Support Response Times

Offerframe provides support to all paid customers. Response times are measured from the time a support request is received to the time a member of the Offerframe team provides an initial substantive response. Support is available Monday through Friday, 9:00 AM to 6:00 PM EST, excluding US federal holidays.

• Critical (service down) — the entire Service is unavailable or a critical function is completely broken for all users. Target response: 1 hour.
• High (feature broken) — a major feature is broken or severely degraded for one or more users, with no reasonable workaround. Target response: 4 hours.
• Medium (degraded performance) — a feature is partially impaired or performing below normal standards, but a workaround exists. Target response: 1 business day.
• Low (general question) — general questions, feature requests, or non-urgent inquiries. Target response: 2 business days.

Response times represent targets, not guarantees. Enterprise customers may negotiate custom support terms with dedicated response commitments. Support requests can be submitted via email at support@offerframe.io or through the in-app support widget.

6. Service Credits

• 99.0% to 99.9% uptime — 10% credit of the monthly subscription fee.
• 95.0% to 99.0% uptime — 25% credit of the monthly subscription fee.
• Below 95.0% uptime — 50% credit of the monthly subscription fee.

Service credits are the Customer's sole and exclusive remedy for Offerframe's failure to meet the uptime commitment. Credits are capped at 50% of the monthly subscription fee and are not redeemable for cash. Credits do not carry over and must be applied within 60 days of issuance.

7. Credit Claim Process

To request a service credit, the Customer must submit a claim within 30 days of the end of the calendar month in which the downtime occurred. Claims should be sent to support@offerframe.io and must include:

• The Customer's organization name and account identifier.
• The dates and times of the downtime event(s).
• A brief description of the impact experienced.
• Any relevant screenshots or error messages.

Offerframe will review the claim against its internal monitoring data and respond within 10 business days. If the claim is validated, the service credit will be applied to the Customer's next invoice. If the claim is denied, Offerframe will provide the Customer with an explanation and supporting data.

8. Monitoring and Reporting

Offerframe uses automated monitoring systems to continuously track service availability, performance, and error rates. Key practices include:

• Uptime monitoring — synthetic checks run every 60 seconds from multiple geographic locations.
• Alerting — automated alerts notify the engineering team immediately when availability drops below thresholds.
• Incident communication — during an active incident, Offerframe will post updates to its status page and notify affected customers via email.
• Post-incident review — after any significant outage, Offerframe conducts an internal review and publishes a summary of root cause, impact, and corrective actions.
• Monthly reporting — Enterprise customers may request a monthly uptime and performance report.

The Offerframe status page is the authoritative source for real-time and historical service availability information.

9. Changes to This SLA

Offerframe may update this SLA from time to time. Material changes will be communicated to customers at least 30 days in advance via email. Changes will not retroactively reduce service credits owed for downtime that occurred before the change took effect. Continued use of the Service after changes take effect constitutes acceptance of the updated SLA.

10. Contact

For questions about this Service Level Agreement or to submit a service credit claim, please contact us at support@offerframe.io.