Service Level Agreement
Last updated: July 16, 2026 · Effective: upon publication
This Service Level Agreement ("SLA") is part of our Terms of Service and applies to paid Seshat subscriptions in good standing. It sets out our uptime commitment for the Seshat application and the service credits available if we don't meet it.
1. Uptime commitment
We aim to make the Seshat application available at least 99.9% of the time, measured monthly. "Monthly Uptime Percentage" means total minutes in the calendar month, minus minutes of Downtime, divided by total minutes in the month. Downtime means sustained periods when the application is unable to serve requests to sign in and access the vault, as confirmed by our monitoring — excluding the situations in Section 3.
2. Service credits
If we fall short in a given month, you may request a credit against a future invoice, based on that month's uptime:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.9% but at least 99.0% | 10% of that month's fees |
| Below 99.0% but at least 95.0% | 25% of that month's fees |
| Below 95.0% | 50% of that month's fees |
Credits are calculated against the fees you paid for the affected month, are applied to future invoices (not paid as cash), and — except as required by law — are your sole and exclusive remedy for any failure to meet this SLA. Total credits in any month will not exceed 50% of that month's fees. Importantly, this SLA concerns availability; it does not limit our commitments regarding the safety and integrity of your archived data, which are addressed in the Terms and on our Security page.
3. Exclusions
Downtime does not include, and no credit is due for, unavailability caused by:
- Scheduled maintenance we announce in advance, and emergency maintenance needed to protect security or integrity;
- factors outside our reasonable control, including force majeure and internet or network failures beyond our infrastructure;
- outages of a third-party service you connect (your email provider) or of an upstream provider whose own SLA governs (e.g., our hosting, storage, or payment providers);
- your acts or omissions, your equipment or software, or use that breaches the Terms or the Acceptable Use Policy;
- suspension or termination of your account as permitted by the Terms (for example, for non-payment).
4. How to request a credit
Email [email protected] within 30 days of the end of the affected month, with the dates and times you observed the unavailability. We'll review against our monitoring records and apply any credit due to your next invoice. Our measurements are the basis for determining SLA compliance.