Service Level Agreement
Effective .
This SLA applies to standard paid subscriptions unless a customer-specific agreement states different uptime, support, or credit terms.
1. Uptime commitment
Simulacra provides a 99% uptime commitment for standard subscriptions. If Simulacra falls short of the uptime commitment and your workspace is affected, you may request a service credit for future use, subject to the terms below and any controlling customer agreement.
2. Downtime
Downtime is the total number of minutes the applicable Simulacra service was unavailable during a calendar quarter. Calendar quarters run January 1 through March 31 and every three-month period thereafter.
Availability is calculated as:
(total minutes in quarter - downtime) / total minutes in quarter
Measurement may use server monitoring software, server-side error rate, ping test results, web server tests, TCP port tests, and website tests.
3. Exclusions
Downtime does not include slowness or performance issues with individual features, upload/generate/download/analyze workflows that remain operationally available, pilot or beta features, customer network or equipment issues, third-party issues outside Simulacra's reasonable control, force majeure events, or scheduled downtime.
4. Scheduled downtime
For maintenance requiring downtime, Simulacra will use commercially reasonable efforts to email active users at least 24 hours in advance.
5. Service credits
Credits equal your daily average rows generated, excluding weekends, added to available rows in the current subscription period. Service credits are not refunds, cannot be exchanged for cash, do not roll over to future plans, and expire on contract termination.
Service credits are unavailable if the service period ends within 48 hours of downtime. Claims are verified against Simulacra server records and require all outstanding invoices to be paid first.
6. Contact
To request an SLA review or service credit, contact support@simulacra-data.com or your Simulacra account contact with the affected workspace, time period, and business impact.