Service Level Agreement
Effective date: October 6, 2026 · Version 1.3
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.
Plan name reference
ScaleIQ products are available under the following tiers: Free Scan (no SLA commitments), Baseline, Cadence, and Spectrum. The uptime commitments below apply to paid Baseline and Cadence subscriptions.
Definitions
“Downtime” means a period during which the ScaleIQ primary application URL returns HTTP 5xx status codes in response to one hundred percent (100%) of health-check requests over any consecutive five (5)-minute period, as measured by ScaleIQ’s monitoring infrastructure. Downtime excludes: (a) Scheduled Maintenance, (b) performance degradation where the service remains partially available, (c) events caused by Customer’s acts or omissions, and (d) Force Majeure events.
“Scheduled Maintenance” means planned maintenance announced at least 72 hours in advance via status.scale-iq.ai.
“Monthly Uptime Percentage” is calculated as: ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100. Uptime metrics are reported in real-time at status.scale-iq.ai and are measured separately for (a) the web application interface and (b) the ScaleIQ API endpoints.
Uptime commitment
| Plan | Web Application | API Endpoints |
|---|---|---|
| Baseline | 99.5% | 99.5% |
| Cadence | 99.9% | 99.9% |
Measurement methodology
Uptime is measured using ScaleIQ’s monitoring infrastructure and reported at status.scale-iq.ai. Scheduled Maintenance windows (announced at least 72 hours in advance via status.scale-iq.ai) and Force Majeure events are excluded from Downtime calculations. Web application and API endpoint uptime are measured and reported separately.
RTO & RPO targets
ScaleIQ targets a Recovery Time Objective (RTO) of 4 hours and a Recovery Point Objective (RPO) of 1 hour per its Security Overview at scale-iq.ai/legal/security/. These targets represent ScaleIQ’s design goals; they do not constitute a guarantee of specific recovery times in any individual incident.
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 72 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 sixty (60) days after the end of the calendar month in which the SLA failure occurred. Claims submitted after sixty (60) days will not be honored.
- 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.
Contact
billing@scale-iq.ai · ScaleIQ, LLC · 240 W Galveston St, #1828, League City, Texas 77573