Service Level Agreement

Overview

This Service Level Agreement ("SLA") describes the uptime commitments and support response standards StokeForge, LLC ("StokeForge") provides for its cloud-based platform and associated Services. This SLA is incorporated into and governed by our Terms of Service.

This SLA applies to all paying subscribers. Free trial users are not covered by these commitments.

Definitions

• "Monthly Uptime Percentage" means the percentage of total minutes in a calendar month during which the Services were Available, calculated as: (Total Minutes − Downtime Minutes) / Total Minutes × 100
• "Available" means the Services are accessible and operational for their core purpose (login, data access, core feature usage). Degraded performance does not constitute Unavailability unless it prevents core use.
• "Downtime" means a continuous period of 5 minutes or more during which the Services are Unavailable, excluding Excluded Downtime.
• "Excluded Downtime" means unavailability caused by circumstances listed in the Exclusions section below.
• "Service Credit" means a credit applied to your next invoice, expressed as a percentage of the Monthly Subscription Fee for the affected product.
• "Monthly Subscription Fee" means the recurring fee you pay for the affected product tier in the billing month in which the Downtime occurred. For annual subscribers, this is calculated as the annual fee divided by twelve.

Uptime Commitment

StokeForge commits to a Monthly Uptime Percentage of 99.5% for all active subscriptions. This equates to a maximum of approximately 3.65 hours of Downtime per calendar month.

Service Credits are your sole and exclusive remedy for Downtime. They do not entitle you to a refund of actual fees paid, and are not transferable.

Uptime Calculation

Uptime is measured using our internal monitoring systems, which check the availability of core service endpoints at least once per minute. Our monitoring status page is available at status.stokeforge.com and reflects real-time and historical availability.

In the event of a dispute about uptime measurement, we will review our monitoring records. If our monitoring shows availability but you experienced an outage, we may request supporting evidence (e.g., browser errors, timestamps) to investigate the discrepancy.

Service Credits

Service Credits are calculated based on the Monthly Subscription Fee for the affected product, applied to the following invoice. Credits are non-refundable and have no cash value. They cannot be applied retroactively to previous billing periods or accumulated beyond a single month's credit per incident.

Maximum total Service Credits in any calendar month will not exceed 50% of your Monthly Subscription Fee for the affected product.

Claiming Credits

To receive Service Credits, you must submit a credit request within 30 days of the end of the month in which the Downtime occurred. Requests submitted after this window will not be honored.

Submit your request to billing@stokeforge.com with the subject line "SLA Credit Request" and include:

• Your company name and account email
• The affected product(s)
• The dates and times of the Downtime (in UTC)
• A brief description of the impact on your operations

We will review your request and respond within 10 business days. Approved credits will appear on your next invoice.

Exclusions

The following are Excluded Downtime and will not count toward Downtime calculations or Service Credit eligibility:

• Scheduled Maintenance: Planned maintenance windows announced at least 48 hours in advance via email and status page
• Customer-caused issues: Downtime resulting from your actions, configurations, integrations, or use of the Services inconsistent with our documentation
• Force majeure: Events beyond our reasonable control, including natural disasters, acts of government, widespread internet outages, or third-party infrastructure failures affecting the broader internet
• Third-party services: Unavailability of third-party services or APIs that are outside our control (e.g., payment processors, email delivery services)
• Free trials: Services provided during a free trial or evaluation period
• Suspension: Unavailability resulting from suspension of your account for violation of our Terms of Service or non-payment
• Security response: Brief unavailability resulting from our response to an active security incident or attack

Support Tiers

Support response times are based on your subscription tier. All support is provided in English.

Support SLAs apply to response time, not resolution time. Complex technical issues may require investigation and cannot be guaranteed to resolve within the response window.

Scheduled Maintenance

StokeForge performs routine maintenance to update, patch, and improve the platform. We aim to schedule all maintenance during off-peak hours (typically Saturday or Sunday, 2 AM–6 AM ET) and will provide at least 48 hours' notice for planned maintenance via:

• Email to account administrators
• A notice on our status page (status.stokeforge.com)
• An in-app banner during the 24-hour window before maintenance begins

Emergency maintenance (required to address active security threats or critical failures) may occur without advance notice. We will communicate the reason and timeline as soon as possible after initiating emergency maintenance.

Contact

For SLA credit requests, uptime questions, or support inquiries: