01Scope
This Service Level Agreement (the "SLA") applies to paid plans (Growth and Enterprise). The Starter plan is provided on a best-effort basis and is not subject to SLA credits.
The SLA covers the availability of the core File.Business application (app.file.business) and the public API (api.file.business). Third-party services (state filing systems, payment processors, banks) are not covered.
02Uptime commitment
| Plan | Monthly uptime target | Maximum monthly downtime |
|---|---|---|
| Growth | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
| Enterprise with HA add-on | 99.99% | ~4 minutes |
Uptime is measured monthly as the percentage of total minutes in the calendar month that the Service was available, excluding Scheduled Maintenance and Excluded Events.
03Service credits
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| 99.5% to < SLA target | 10% |
| 99.0% to < 99.5% | 25% |
| 95.0% to < 99.0% | 50% |
| Less than 95.0% | 100% |
Credits are applied to your next invoice. To claim a credit, email [email protected] within 30 days of the affected month. Credits are the sole and exclusive remedy for SLA failures and are capped at one month of fees per affected month.
04Scheduled maintenance
Routine maintenance is performed during the maintenance window Sundays, 02:00 to 06:00 UTC, with at least 72 hours of advance notice. Maintenance during this window does not count toward downtime.
Emergency maintenance may be performed with less notice when necessary to address security or stability issues. We will communicate as much in advance as practical.
05Excluded events
The following do not count toward downtime:
- Issues caused by your account, network, or systems
- Force majeure events (natural disasters, war, government action, regional internet outages)
- Third-party services not under our control (payment processors, state filing systems, telecom carriers)
- Suspension or termination per the Terms of Service
- Beta features, which are provided without SLA
06Status & reporting
Real-time service status is published at status.file.business. Incident retrospectives are published within 14 days for any incident causing more than 5 minutes of degraded service.
Contact our legal team
Questions about this policy go to [email protected]. Privacy or data requests go to [email protected]. Postal mail: File.Business, Inc., 101 N Monroe St, Suite 800, Tallahassee, FL 32301, USA.