Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to customers on a paid Airtight or Agency plan and covers the production Worql application served at worql.app (the "Covered Service"). It supplements our Terms of Service and is incorporated into them for those plans; capitalized terms not defined here have the meanings given in the Terms.

This SLA does not apply to:

• Starter or Standard plans;
• features identified as beta, preview, or early access;
• the marketing site, documentation, and other non-application pages; or
• any period before your Airtight or Agency subscription started.

2. Uptime commitment

Worql will use commercially reasonable efforts to make the Covered Service available with a Monthly Uptime Percentage of at least 99.9%, measured over each calendar month.

3. Definitions

• Monthly Uptime Percentage — the total number of minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total number of minutes in the month, expressed as a percentage.
• Downtime — a period of one full minute or longer during which the Covered Service is unavailable or returns server errors for all customers, as measured by Worql's monitoring and reconciled against our hosting providers' records. Downtime excludes the events described in Section 6.
• Monthly Fee — the subscription fee actually paid for the affected workspace's plan for the calendar month in which the Downtime occurred, excluding taxes, one-time charges, and usage-based add-ons.

4. Service credits

If the Monthly Uptime Percentage in a calendar month falls below the commitment, you are eligible for a service credit against a future invoice:

Service credits are applied to a future invoice for the same workspace. They have no cash value, are not refundable, cannot be transferred or applied to another account, and do not accumulate beyond 50% of the Monthly Fee for any single month. If your subscription ends before a credit is applied (other than termination by Worql for cause), we will apply the credit against your final invoice.

5. How to claim a credit

To claim a service credit, email support@worql.app with the subject line "SLA credit" within thirty (30) days after the end of the affected calendar month. Include the workspace name, and the dates and times of the unavailability you observed. We will verify the claim against our monitoring records in good faith and confirm eligibility, and the credit amount, within ten (10) business days. Claims submitted after the 30-day window are not eligible.

6. Exclusions

Downtime does not include, and no credit accrues for, unavailability caused by:

• Scheduled maintenance announced at least 24 hours in advance on the status page, or emergency maintenance reasonably required to protect the security or integrity of the Service;
• Your systems or actions — your equipment, software, network connectivity, misuse of the Service, exceeding documented rate limits, or suspension of your account under the Terms or Acceptable Use Policy, including for non-payment;
• Third-party services outside Worql's reasonable control, including incidents at Clerk, Anthropic, Stripe, Neon, Upstash, Vercel, or Resend (our sub-processors);
• Internet or DNS failures outside of Worql's network boundary; or
• Force-majeure events as described in the Terms.

7. Sole and exclusive remedy

Service credits under this SLA are your sole and exclusive remedy for any unavailability of the Covered Service or any failure by Worql to meet the uptime commitment. This SLA does not change the warranty disclaimer or limitation of liability in the Terms.

8. Service status and incident communication

Live service status is published at worql.app/status, including component-level status and links to the status pages of the third-party providers the Service depends on. During a material incident we post updates there as the incident progresses, and customers on the Agency plan may request a written post-incident summary for any incident that caused Downtime.

9. Changes to this SLA

We may update this SLA as described in the Terms. A change that materially reduces the uptime commitment or the credits will take effect for your workspace at the start of your next subscription renewal, and we will give at least thirty (30) days' notice on the status page or by email before it does. The version in effect during an incident is the one that governs that incident.