Service Level Agreement

[DRAFT — the uptime commitment + credit schedule are owner decisions pending sign-off.]

This SLA describes the availability commitment for ThothOS. Live status is on our status page.

Uptime commitment

ThothOS targets [NEEDS MATTHEW: e.g. 99.9%] monthly uptime for the production application, excluding scheduled maintenance announced in advance.

How uptime is measured

Availability is the percentage of one-minute intervals in a calendar month in which the application responds successfully, measured by our monitoring (a dependency-aware deep health probe covering the application, database, and payments) and the nightly readiness monitor.

Service credits

[NEEDS MATTHEW: the credit schedule — e.g. <99.9% → 10% credit, <99.0% → 25%, <95.0% → 50% — and the claim window.] Credits are the exclusive remedy for missed availability.

Exclusions

Scheduled maintenance announced at least [NEEDS MATTHEW] in advance.
Factors outside ThothOS’s reasonable control (force majeure, upstream provider outages, customer-side issues).
Beta / preview features.