Service Commitment

We use commercially reasonable efforts to make the production environment of the platform available at least 99.5% of the time in each calendar month.

Available means the web application and authenticated APIs respond to properly formed requests without a systemic error that prevents substantial use of core functionality. The production environment is your live workspace; sandbox, preview, and evaluation environments are excluded.

Monthly availability is total minutes in the month, minus unavailable minutes, divided by total minutes, as measured by our monitoring systems.

• Scheduled maintenance performed in the window below, and emergency maintenance reasonably necessary to preserve security, integrity, or availability, with such notice as is practical.
• Force majeure events.
• Anything caused by your systems, networks, devices, configurations, credentials, integrations, acts or omissions, or your breach of the agreement.
• Anything caused by a third-party service or data provider, including degradation, rate limiting, quota exhaustion, suspension, or discontinuation of an upstream property, geospatial, mapping, solar-modeling, payment, communications, or e-signature provider.
• Requests queued or limited by the safety controls that protect the service for everyone. Those are by design, not failures.
• Suspension applied in accordance with the Terms of Use.
• Beta, preview, and early access features.
• Mobile app unavailability caused by a device operating system, an app store, device-level network conditions, or your failure to install an available update.
• Degraded performance that does not prevent substantial use of core functionality.

• Submit a written claim to the support channel within 30 days after the end of the affected month, with the dates and times of the outage and its impact. Later claims are waived.
• Approved credits are applied to the next invoice. They are not cash, not transferable, do not accrue interest, expire on termination, and do not reduce any minimum commitment in your plan.
• Credits are capped at 30% of the monthly subscription fee for the affected month.
• Service credits are your sole and exclusive remedy for missing the availability commitment.
• Chronic failure: if availability falls below 95.0% in three months within a rolling six-month period, you may terminate for cause on 30 days notice given within 30 days after the third such month, and receive a pro-rata refund of prepaid, unused subscription fees.

• Standard window: Sundays, 12:00 a.m. to 4:00 a.m. in the billing time zone.
• Advance notice: at least 48 hours.
• Maximum duration: 8 hours in any calendar month.
• We make commercially reasonable efforts to schedule outside peak field operating hours and to keep it short.

• Primary channel: the support channel designated inside the platform. The current support address is provided at onboarding.
• Standard hours: Monday to Friday, 8:00 a.m. to 6:00 p.m. in the billing time zone, excluding our holidays.
• Severity 1 coverage: 24 hours a day, 7 days a week.
• Named contacts: up to three of your people are authorized to open cases.

We assign the initial severity in good faith based on reported impact, and will not unreasonably refuse a reclassification request. Response times run from our receipt of a properly submitted case. Restoration objectives are targets, not warranties, and are not subject to service credits. Please include affected accounts, timestamps, reproduction steps, error messages, and screenshots; the clock pauses while we wait on information we have reasonably requested.

• Issues arising from misuse, misconfiguration, or breach of the agreement.
• Third-party services and your relationships with those providers.
• Your networks, devices, or internet connectivity.
• Training beyond what your onboarding statement of work includes.
• Custom development, custom report building, and data migration, which are professional services.
• Beta features.
• Issues you decline to remediate after we identify a cause on your side.

• Automated daily backups, with the ability to restore to a point in time.
• Backups retained for 30 days.
• Documented recovery objectives, reviewed and tested as part of our operations.

These are operational objectives, not warranties. They are not subject to service credits, and they do not replace your responsibility to keep your own copies of anything operationally critical. This version is effective as of August 20, 2026. See also the Terms of Use and the Acceptable Use Policy.