Service Level Agreement

This Service Level Agreement ("SLA") applies to paid subscriptions to PilotLab products. It does not apply to free plans, free trials, beta or preview features, or custom development and consulting engagements, which have their own terms. If your signed order form or agreement includes a different service level, that agreement applies instead of this one.

• Service: the production version of the PilotLab product you subscribe to, including its API and web application.
• Downtime: a period of at least five consecutive minutes in which the Service's core functions are unavailable to all or substantially all customers, as measured by our monitoring.
• Monthly Uptime Percentage: total minutes in the calendar month minus Downtime minutes, divided by total minutes in the month, excluding the exclusions below.
• Monthly Fee: the subscription fee you paid for the affected Service for that month, excluding usage-based charges, add-ons and taxes.

We will use commercially reasonable efforts to make each Service available with a Monthly Uptime Percentage of at least **99.9%**.

If we miss the commitment in a calendar month, you are eligible for a credit against future fees for the affected Service:

Credits for any month are capped at 50% of the Monthly Fee. Credits are not cash refunds, cannot be transferred, and are applied to your next invoice. If you cancel, unused credits expire.

Downtime does not include unavailability caused by:

• Scheduled maintenance announced at least 48 hours in advance, or emergency maintenance needed to fix a critical security issue.
• Events beyond our reasonable control, such as natural disasters, internet or power failures, or acts of government.
• Failures of third-party services we do not control, including mobile carriers, email inbox providers, phone networks, dialers, AI and speech providers, and DNS or domain issues on your side.
• Your equipment, software, network, configuration or integrations, or use of the Service in breach of our Terms & Conditions or Acceptable Use Policy.
• Suspension of your account for non-payment or a policy violation.
• Rate limiting or usage limits that apply to your plan.

Message delivery to recipients (email inboxes, phones) and the accuracy of verification, detection or AI results are not covered by the uptime commitment.

Email support@pilotlab.net within 30 days after the end of the month in which the Downtime happened. Include your account details, the affected Service, and the dates and times of the Downtime. We will review the claim against our monitoring records and respond within 15 business days. Your account must be in good standing to receive a credit.

We aim to respond to support requests within these times (Monday to Friday, 9am to 6pm Pacific, excluding US public holidays):

Response targets are goals, not guarantees, and are not eligible for service credits. Some plans include faster or priority support, as described on the product's pricing page.

Service credits are your sole and exclusive remedy for any failure to meet this SLA. This SLA does not change the limitation of liability in our Terms & Conditions.

We may update this SLA. Changes that reduce the commitment or credits apply from your next renewal, and we will give notice before they take effect.