Enterprise Service Level Agreement

1. Who This Covers

The uptime commitment and service credits in sections 2 to 6 apply only to organizations on an active, paid Enterprise plan. They don't apply to the Free, Community, Pro or Team plans, which are provided as described in section 6 of our Terms of Service, without an uptime guarantee.

The support response times in section 7 cover every plan, so you can see what to expect wherever you are.

2. Uptime Commitment

We aim for the Service to be available at least 99.5% of each calendar month. That allows about 3 hours and 39 minutes of downtime in a 30-day month.

3. How We Measure Uptime

We use the same checks that feed our public status page, so you can see the numbers we do. Every 5 minutes, a probe outside our hosting checks three components: the Discord Bot, the Web Dashboard and the API. A check only counts as failed when the component also fails a second check about a minute later.

• A 5-minute period is downtime when any of the three components fails its check, unless section 4 excludes it.
• Monthly uptime is the share of 5-minute periods in the calendar month (UTC) that weren't downtime.
• If our checks didn't run for part of a month, that time is left out of the calculation, not counted as up.

4. What Doesn't Count as Downtime

• Outages, rate limits or policy actions by Discord, or changes to Discord's API. The bot can't work when Discord doesn't.
• Scheduled maintenance we post on the status page at least 24 hours ahead, up to 4 hours in a calendar month. Maintenance beyond 4 hours counts as downtime.
• Problems you or your members cause, such as removing the bot, changing its permissions or roles, setting up a flow wrongly, or errors from your own API keys, AI provider or API endpoints.
• AI features, including AI answers, summaries and suggested replies. Tickets keep working when AI doesn't.
• Features labelled Beta or early access, and the free tools on our website.
• Suspension under our Terms of Service or Acceptable Use Policy.
• Events beyond our reasonable control, as described in our Terms of Service.

5. Service Credits

If monthly uptime falls below 99.5%, you can claim a credit worth a share of that month's fee. For yearly plans, the monthly fee is one twelfth of the yearly fee.

• Claim within 30 days of the end of the month by emailing ppa.loot-tekcit@troppus with your organization name and the month.
• We apply the credit to your next invoice or renewal. Credits aren't paid out in cash and can't be transferred.
• Credits for one month never exceed 50% of that month's fee.
• Your account must be paid up and not suspended for the month you claim.
• Service credits, and the right in section 6, are your only remedy for missing the uptime commitment. This doesn't limit any rights you have under consumer law that can't be excluded.

6. Repeated Misses

If monthly uptime falls below 99.5% in any three months within a six-month period, you can cancel your Enterprise plan by emailing ppa.loot-tekcit@troppus within 30 days of the third missed month. We refund the unused part of any fees you prepaid, after taking off credits already applied.

7. Support Response Times

These are the times within which we aim to send a first reply from a person. They are targets for how fast we respond, not for how fast the problem is fixed, and no service credits apply to them.

• A business day is Monday to Friday, Australian Eastern time, excluding Australian national public holidays.
• Urgent means the bot or dashboard isn't working for your servers, or you suspect a data or security problem. Requests marked urgent that aren't are answered on the normal timeline.
• Email support at ppa.loot-tekcit@troppus. Report security vulnerabilities as described on our security page.

8. Changes to This SLA

We may update this SLA by publishing a new version on this page. A change that lowers the uptime commitment, credits or response times doesn't apply to you until your current Enterprise term renews. Questions about this SLA can go to ppa.loot-tekcit@troppus.