Service Level Agreement

We target monthly uptime for the DirectiveOps hosted service as specified in Your plan. Paid plans (Starter, Team, Growth) target 99.9% monthly uptime. "Uptime" means the Service is available for use, excluding scheduled maintenance (which we will announce where practicable), issues caused by factors outside our control (e.g., third-party services, force majeure), or issues caused by Customer action or misuse. We calculate uptime based on our monitoring and internal data. Uptime is measured per calendar month. Enterprise plans may have a different uptime commitment as set forth in the signed Enterprise Agreement.

If we fail to meet the uptime commitment in a given month, You may be eligible for a service credit. Service credits are Your sole remedy for downtime and are applied to future invoices upon request, subject to our verification. Claims must be submitted within thirty (30) days of the end of the affected month to support@directiveops.dev with "SLA Credit" and the affected month in the subject line. We will not provide credits for issues excluded under Section 1.

Credits are calculated as a percentage of the monthly fee for the affected month (excluding one-time fees), as follows. Monthly uptime less than 99.9% but equal to or greater than 99.0%: 10% credit. Monthly uptime less than 99.0% but equal to or greater than 95.0%: 25% credit. Monthly uptime less than 95.0%: 50% credit. Credits are capped at 50% of the monthly fee for the affected month. Multiple incidents in the same month are aggregated for the purpose of calculating uptime and a single credit. Enterprise agreements may specify a different credit table.

Support levels and response targets are as follows. Starter and Team: email support (support@directiveops.dev or in-product); we target initial response within one (1) business day for general inquiries. Growth: same as above; we target initial response within twelve (12) business hours for general inquiries and within four (4) business hours for critical (service-down) issues. Enterprise: response targets as set forth in the signed Enterprise Agreement, which may include priority support and named contacts. "Business hour" means our published support hours (e.g., 9:00 a.m.–5:00 p.m. in our primary time zone, excluding holidays). Support does not include custom development, on-site services, or training unless separately agreed. We use reasonable efforts to meet these targets but do not guarantee resolution within a specific time.

We maintain a status page and incident communication process as described in our Status and Incident Policy. We will notify affected Customers of significant incidents in accordance with that policy and our legal obligations.

For SLA claims or support: support@directiveops.dev or through the product. See the Contact and Legal Notice document for our address.