Service Level Agreement
Last updated: June 29, 2026
Effective date: June 27, 2026 · Version 1.0
Our availability commitments for paid plans.
This Service Level Agreement (“SLA”) sets out our availability commitments for the ScaleIQ Service. It is part of our Terms of Service and applies to paid plans during an active subscription term.
Uptime commitment
| Plan | Monthly uptime target |
|---|---|
| Team | 99.5% |
| Business | 99.9% |
| Enterprise | 99.95% |
Service credits
| Monthly uptime | Service credit |
|---|---|
| < target but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service credits are the sole and exclusive remedy for failure to meet the uptime commitment and will not exceed 50% of the monthly fees for the affected Service. Credits apply to future invoices and are not refundable in cash.
Exclusions
Downtime does not include unavailability caused by: scheduled maintenance announced at least 48 hours in advance; emergency maintenance for security; customer acts or misconfiguration; customer-managed components (own SSO/IdP, integrations); force majeure or upstream cloud-provider outages; or beta/preview features.
How to claim a credit
- Submit a written claim to billing@scale-iq.ai within 30 days after the affected month.
- Include incident dates, times, and any monitoring evidence.
- We validate against our monitoring and the status page and respond within 30 days.
Maintenance & status
Standard maintenance windows are Saturdays 08:00–12:00 UTC. Real-time status: status.scale-iq.ai.