Service Level Agreement
Effective date: March 24, 2026 · Policy version: 2026-03-24
1. Uptime Target
Full Stack HVAC targets 99.5% monthly uptime for all customer-hosted websites. Uptime is measured on a rolling calendar month basis, excluding scheduled maintenance windows and excluded events defined in Section 3.
2. Service Credits
If we fail to meet the monthly uptime target, you are eligible for a service credit applied to your next billing cycle. Credits are calculated as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 95.0% – 99.4% | 10% of monthly fee |
| 90.0% – 94.9% | 25% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Service credits are your sole and exclusive remedy for uptime failures. Credits are non-transferable and have no cash value.
3. Exclusions
The uptime target and service credits do not apply to downtime caused by:
- Scheduled maintenance: We provide at least 48 hours advance notice via email and dashboard for planned maintenance windows
- Third-party service outages: Failures in upstream providers (DNS registrars, CDN providers, payment processors) outside our control
- Force majeure: Natural disasters, acts of war, government actions, or other extraordinary events beyond our reasonable control
- Customer-caused issues: Downtime resulting from your actions, including misconfiguration, unauthorized modifications, or exceeding platform resource limits
4. Support Response Times
Support response time targets apply to initial acknowledgment of your support request during our business hours (Monday–Friday, 9 AM–5 PM Atlantic Time).
| Plan | Initial Response Target |
|---|---|
| Starter | 48 business hours |
| Growth | 24 business hours |
| Pro | 4 business hours |
5. How to Claim Service Credits
To request a service credit, email support@fullstackhvac.com with the subject line "SLA Credit Request" and include the following:
- Your account email address
- The date(s) and approximate time(s) of the outage
- A brief description of the impact experienced
Credit requests must be submitted within 30 days of the incident. Approved credits will be applied to your next billing cycle and confirmed via email.
6. Contact
For questions about this agreement, contact us at support@fullstackhvac.com.