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Service Level Agreement

Last updated: April 24, 2026

This Service Level Agreement (“SLA”) applies to paid FieldLedger subscriptions in good standing. It is part of the Terms of Service.

1. Uptime Commitment

FieldLedger commits to 99.5% monthly uptime for the production application, measured over each calendar month, excluding the exclusions described below.

Measurement

“Downtime” means a period of five (5) or more consecutive minutes during which the Service's production API returns HTTP 5xx for more than 50% of synthetic health probes. FieldLedger's own monitoring logs are the authoritative record.

2. Service Credits

If monthly uptime falls below the commitment, FieldLedger will issue service credits on written request (submitted within 30 days of the affected month) applied to the next billing cycle:

  • 99.0% – <99.5% uptime: 10% credit
  • 95.0% – <99.0% uptime: 25% credit
  • <95.0% uptime: 50% credit

Credits are calculated against the monthly fee for the affected month. Credits do not accumulate beyond 50% in any single month and are not refundable in cash.

3. Maintenance Windows

Scheduled maintenance is performed in a recurring window of Saturday, 2:00 AM – 6:00 AM Eastern Time. Maintenance during this window does not count against uptime measurements. Emergency maintenance may occur outside this window and will be announced as far in advance as reasonably possible via status page and email.

4. Exclusions

Downtime does not include unavailability caused by:

  • Force majeure events (natural disasters, war, government action, widespread internet infrastructure failure);
  • Failure or unavailability of customer systems or third-party services not controlled by FieldLedger (Microsoft Entra External ID, Stripe, QuickBooks Online, Samsara, Azure regional outages affecting the region where your tenant is hosted);
  • Customer-caused issues (misconfiguration, misuse, exceeding stated limits);
  • Suspension for non-payment, breach of the Terms, or security response to suspected compromise of the customer's account;
  • Scheduled maintenance windows per Section 3.

5. Support Response Times

Best-effort first-response targets during US business hours:

  • Core tier: 48 business hours
  • Pro tier (when available): 24 business hours
  • Plus tier (when available): 4 business hours
  • Priority: production down: immediate acknowledgment and active work during business hours.

Business hours are Monday–Friday, 9:00 AM – 6:00 PM Eastern Time, excluding US federal holidays. Support requests: [email protected].

6. Status Page

Real-time operational status is published at status.fieldledger.com. Subscribe to updates to receive notifications of incidents and scheduled maintenance.

7. Data Recovery Objectives

  • Recovery Point Objective (RPO): 1 hour. Azure SQL point-in-time restore provides granular recovery within this window.
  • Recovery Time Objective (RTO): 4 hours for region-level failure.

8. Sole Remedy

Service credits are your sole and exclusive remedy for any breach of this SLA, subject to the limitation of liability in the Terms of Service.

9. Contact

SLA questions or credit requests: [email protected].