Service Level Agreement

We target monthly uptime for the DirectiveOps hosted service as specified in Your plan (e.g., 99.9% for paid plans). "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.

If we fail to meet the uptime commitment in a given month, You may be eligible for a service credit as specified in Your plan (e.g., a percentage of the monthly fee). 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. We will not provide credits for issues excluded under Section 1.

Support levels (e.g., email support, response targets) are as described in Your plan. We will use reasonable efforts to respond within the stated targets. Support does not include custom development or on-site services unless separately agreed.

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.