This Service Level Agreement ("SLA") governs the availability and support commitments for paid subscriptions to the Arbor Service. Free-tier and trial accounts are provided on a best-effort basis without SLA.
1. Uptime commitment
We commit to a monthly uptime percentage of 99.9%for the Service's production web application and REST API, measured per calendar month. Uptime is calculated as:
Uptime% = (Total minutes − Unavailable minutes) ÷ Total minutes × 100
"Unavailable" means the Service is returning 5xx responses to the majority of requests for a sustained period of more than 5 consecutive minutes, excluding the carve-outs in Section 3.
2. Service credits
If we fail to meet the uptime commitment in a given calendar month, you are eligible for a service credit applied to your next invoice:
- 99.0% – 99.9%: 10% of the affected month's fees
- 95.0% – 98.99%: 25% of the affected month's fees
- Below 95.0%: 50% of the affected month's fees
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. To claim a credit, email support@arbor.app within 30 days of the end of the affected month with the dates and approximate times of the unavailability. Credits do not entitle you to a refund and expire if the underlying agreement is terminated for cause by us.
3. Exclusions
The following are excluded from uptime calculation and do not qualify for credits:
- Scheduled maintenance announced at least 48 hours in advance via /trust or status page;
- Downtime caused by your acts or omissions, including AUP violations, misconfigured custom domains, misconfigured SSO providers, or attacks against your tenant (DDoS, credential stuffing) that don't affect other tenants;
- Force majeure events (natural disasters, war, civil unrest, pandemic-related disruptions);
- Outages of upstream services beyond our reasonable control (Supabase, Vercel, Resend, DNS providers, customer-controlled IdP) that are not caused by Provider's negligence;
- Issues with Customer's internet connection or local network.
4. Support response times
Support is available via email at support@arbor.app Monday through Friday, 9 AM to 6 PM Eastern Time, excluding US federal holidays.
| Severity | Definition | Initial response |
|---|---|---|
| P1 — Critical | Service is fully unavailable or data is at risk | Within 1 business hour |
| P2 — High | Major feature broken, no workaround | Within 4 business hours |
| P3 — Normal | Minor feature issue or workaround available | Within 1 business day |
| P4 — Low | Cosmetic, documentation, feature requests | Within 3 business days |
5. Maintenance windows
Routine maintenance is performed without downtime where possible. When downtime is required, we will (a) schedule it during low-traffic windows (Saturdays 02:00–06:00 Eastern Time, or other times announced in advance), (b) provide at least 48 hours notice via the /trust page or status page, and (c) limit total scheduled maintenance to no more than 4 hours per calendar month. Scheduled maintenance does not count against the uptime commitment.
6. Status page
Real-time service status is published at /trust and our public status page. Subscribe to incident notifications by email by clicking Subscribe on the status page.