Service Level Agreement
This SLA is incorporated into the Terms of Service and applies to all paying subscribers of Conjunction. "Uptime" means the service is reachable and functional for authenticated users.
1. Uptime Commitment
| Plan | Uptime Commitment | Monthly Downtime Budget |
|---|---|---|
| Free | No commitment | — |
| Pro | 99.5% | 3h 39m |
| Team | 99.5% | 3h 39m |
Uptime is measured monthly on a calendar-month basis. It is calculated as:
Uptime % = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100
Excluded from downtime calculations: scheduled maintenance (Section 5), force majeure events (Section 6), and downtime caused by your infrastructure, third-party integrations, or code errors in your custom configurations.
2. Incident Classification and Response
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or all users locked out | < 4 hours | Restore within 4 hours |
| P2 — High | Major feature broken, large subset of users affected, data integrity risk | < 8 hours | Restore within 8 hours |
| P3 — Medium | Minor feature broken, workaround exists, single user or small subset affected | < 48 hours | Resolve within 48 hours |
| P4 — Low | Cosmetic issues, minor performance degradation, feature requests | < 72 hours | Best-effort next sprint |
Response time is measured from when you submit a ticket to support@conjunction.pro and receive an initial acknowledgment. Business hours: Monday–Friday 9 AM–6 PM Eastern Time (ET). P1 incidents are handled 24/7.
3. Incident Communication
For P1 and P2 incidents:
- Initial status: Acknowledgment within response time, including current assessment
- Hourly updates: Every 60 minutes while the incident is active, with ETA for resolution
- Post-incident report: Within 5 business days, documenting root cause, timeline, and remediation steps
4. Compensation
If Conjunction fails to meet the 99.5% uptime commitment in a calendar month, you are eligible for service credits:
| Downtime (measured) | Credit | Maximum Monthly Credit |
|---|---|---|
| Per each full hour of downtime | 1 day of service credit | 7 days per month |
Credit calculation example: If uptime in a 30-day month is 98.2% (2.16 hours of downtime), credit = 2 days of service (2 full hours × 1 day credit per hour, rounding down).
Credits are applied to your next invoice as a line-item reduction. Credits expire if unused after 12 months. Credits are the sole and exclusive remedy for uptime failures — there are no cash refunds for downtime.
Claim process: Submit a credit request to billing@conjunction.pro within 30 days of the affected month with your account details and the downtime period. Credits are issued within 2 billing cycles of approval.
5. Scheduled Maintenance
Conjunction may perform scheduled maintenance with at least 48 hours advance notice delivered via email and the status page at conjunction.pro/status. Maintenance windows are scheduled during off-peak hours (weekends or 2 AM–6 AM ET on weekdays).
Downtime during scheduled maintenance windows does not count against uptime or trigger SLA credits.
Emergency maintenance (security patches, critical fixes) may be performed without advance notice; you will be notified as soon as reasonably possible.
6. Exclusions
This SLA does not cover downtime caused by:
- Force majeure: Natural disasters, war, terrorism, government action, ISP failures, third-party DDoS attacks
- Your actions: Misconfiguration, excessive API usage, intentional load testing without prior notice
- Third-party service failures: Stripe, OpenAI, or PeerJS outages that are not within our control
- Scheduled maintenance: As defined in Section 5
- Beta features: Features explicitly marked as "Beta" or "Preview"
- Free tier users: No SLA applies to Free plan subscribers
7. Service Credits Cap
Maximum compensation for any calendar month is capped at 7 days of service credit, regardless of the magnitude of downtime. Credits do not roll over to the next month if unused.
8. Service Monitoring
Conjunction monitors uptime via automated probes from multiple geographic regions. Our monitoring infrastructure is separate from production and does not affect service availability. Measured uptime figures are available upon request.
9. Changes to This SLA
Material changes to this SLA (reduced uptime commitment, changed credit rates) will be communicated at least 30 days before taking effect. Changes apply only to future billing periods; past performance is not retroactively affected.
10. Contact
Support: support@conjunction.pro (response within SLA timeframes)
Billing/Credits: billing@conjunction.pro
Status Page: conjunction.pro/status