Legal
Service Level Agreement
Effective date: May 2, 2026
Eligibility. This Service Level Agreement (the “SLA”) applies only to customers on an active, paid Enterprise subscription in good standing. Free and Pro plans are provided on a best-effort basis and are not covered by this SLA. See Pricing for plan details.
1. Uptime commitment
StratifySEO commits to a 99.5% Monthly Uptime Percentage for the core application (the dashboard, report viewer, and authenticated API endpoints), measured per calendar month in UTC.
“Monthly Uptime Percentage” = (total minutes in the month − Downtime minutes) ÷ total minutes in the month, expressed as a percentage.
“Downtime” means a sustained period of five (5) or more consecutive minutes during which the core application returns server errors (HTTP 5xx) or is otherwise unreachable for all Enterprise customers, as confirmed by our monitoring.
2. Exclusions
The following are excluded from Downtime calculations and from this SLA:
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency maintenance required to address a security vulnerability or prevent imminent harm to the Service or its users.
- Failures of third-party services outside our reasonable control, including but not limited to Supabase, Stripe, OpenAI, Google PageSpeed Insights, Google Search Console, Firecrawl, and upstream DNS or network providers.
- Issues caused by customer-side configuration, customer code, or misuse of the Service.
- Force majeure events, including natural disasters, war, civil unrest, government action, and large-scale internet outages.
- Beta, preview, or experimental features explicitly labeled as such.
3. Support response times
Enterprise customers receive prioritized support via support@stratifyseo.com. Response times below are measured from the time a ticket is received during business hours (Monday–Friday, 09:00–18:00 Philippine Standard Time, excluding public holidays).
| Severity | Definition | First response |
|---|---|---|
| P1 — Critical | Production is fully unavailable for the customer with no workaround. | 1 business day |
| P2 — High | A core feature (report generation, exports, dashboard) is degraded or partially broken; a workaround exists. | 3 business days |
| P3 — Normal | General questions, minor bugs, cosmetic issues, or feature requests. | 3 business days |
“First response” is an acknowledgement from a human, not a guaranteed time-to-resolution. Resolution times depend on the nature of the issue and any third-party dependencies involved.
4. Service credits
If we fail to meet the Monthly Uptime Percentage in a given calendar month, eligible Enterprise customers may request a service credit applied to a future invoice:
| Monthly Uptime Percentage | Service credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% of that month’s Enterprise fee |
| < 99.0% and ≥ 95.0% | 25% of that month’s Enterprise fee |
| < 95.0% | 50% of that month’s Enterprise fee |
5. How to claim a credit
To request a service credit, email support@stratifyseo.com with the subject line “SLA credit request” within thirty (30) days of the end of the affected month. Include:
- The account email associated with the Enterprise subscription.
- The calendar month being claimed.
- Approximate timestamps (UTC) when you experienced Downtime.
We will review the claim against our monitoring records and respond within ten (10) business days. Approved credits are applied to your next invoice and have no cash value.
6. Sole remedy and cap
Service credits are the sole and exclusive remedy for any failure to meet the commitments in this SLA. Total credits issued to a customer in any single calendar month will not exceed 50% of that month’s Enterprise fee. This SLA is subject to and incorporated into our Terms of Service.
7. Changes to this SLA
We may update this SLA from time to time. Material changes will be communicated to active Enterprise customers by email at least thirty (30) days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated SLA.
8. Contact
Questions about this SLA? support@stratifyseo.com