Service Level Agreement (SLA)
This SLA describes REIntel's service availability targets and the remedies available if those targets are not met. It applies to the Service in production and forms part of the Terms of Service (and, where applicable, the Master Services Agreement) for paid plans.
1. Definitions
- Monthly Uptime Percentage means total minutes in a calendar month minus Downtime, divided by total minutes in that calendar month, expressed as a percentage.
- Downtime means a sustained period during which the Service's production application URL returns a 5xx error or is otherwise unreachable, excluding Scheduled Maintenance and Excluded Events.
- Scheduled Maintenance means maintenance announced at least 48 hours in advance via email to administrators, typically performed between 02:00 and 05:00 US Eastern.
- Excluded Events means Downtime caused by (a) force majeure, (b) Customer's own systems, (c) Customer's misuse of the Service, (d) third-party services outside REIntel's reasonable control (e.g., Stripe outages affecting checkout).
2. Uptime Targets by Tier
- Pro: 99.0% monthly uptime target. No credit remedy.
- Team: 99.5% monthly uptime target. No credit remedy.
- Enterprise: 99.9% monthly uptime target with service credits per Section 3.
3. Service Credits (Enterprise)
If Monthly Uptime Percentage falls below 99.9% in a given calendar month, Customer may request a service credit, calculated as a percentage of the monthly fee for that month:
- ≥ 99.0% and < 99.9% — 10% credit
- ≥ 95.0% and < 99.0% — 25% credit
- < 95.0% — 50% credit
Credits are applied as a discount to the next billing cycle and are Customer's sole and exclusive remedy for any failure to meet the uptime target. Credits will not be issued for months in which Customer is in breach of the agreement or has an outstanding invoice past due.
4. Support Response Targets
For paid plans, REIntel targets the following first-response times during US business hours (09:00–18:00 ET, Monday–Friday):
- Pro: Best effort, typically within two business days.
- Team: One business day.
- Enterprise: Four business hours for severity-1 issues (Service down or core feature unusable), one business day for severity-2/3.
5. Requesting a Credit
To request a service credit, contact dennypatterson.re@outlook.com within thirty (30) days of the end of the affected month, including the time period of the Downtime and any relevant evidence. REIntel will respond within ten (10) business days.
6. Changes
REIntel may revise this SLA on at least thirty (30) days' notice. Material reductions to Enterprise uptime targets require Customer's consent.