This policy is provided for review and must be confirmed by legal counsel before public launch.
This Service Level Agreement describes the availability commitment for eligible paid Airfree Services and the remedies available if we do not meet it. It forms part of your agreement with Airfree.
1. Availability commitment
For eligible paid subscription plans, Airfree targets a Monthly Uptime Percentage of 99.9% for the production Services, measured across each calendar month. The specific target that applies to your plan is set out in your order or the applicable product page.
2. Definitions and measurement
"Monthly Uptime Percentage" means total minutes in the month, less minutes of Downtime, divided by total minutes in the month. "Downtime" means sustained periods during which the core functions of a Service are unavailable, as measured by our monitoring systems.
3. Exclusions
The availability commitment does not apply to unavailability caused by the following.
- Scheduled maintenance, notified in advance through our status channel.
- Emergency maintenance required to protect security or integrity.
- Factors outside our reasonable control, including force majeure events and failures of third-party networks or your own equipment.
- Your breach of the Terms of Service or Acceptable Use Policy, or misuse of the Services.
- Free, trial, beta, or preview Services.
4. Service credits
If we fail to meet the applicable Monthly Uptime Percentage in a given month, you may request a service credit calculated as a percentage of the monthly fee for the affected Service. Service credits are your sole and exclusive remedy for any failure to meet the availability commitment.
To claim a credit, submit a request via /contact within 30 days of the end of the affected month, including the dates and times of the Downtime. Credits are applied to future invoices and are not redeemable for cash.
5. Support
Support response targets depend on the severity of the issue and your plan. Critical incidents affecting production availability receive the fastest response. Support requests are raised via /contact or your designated support channel.