ExhibitStampPro™
Service Level Agreement
Last updated: June 2026
This Service Level Agreement (“SLA”) summarizes uptime commitments for production Exhibit Flow deployments operated by ExhibitStampPro™. Enterprise Customers with executed orders may have superseding SLA terms.
Exhibit Flow does not provide legal advice.
1. Scope
This SLA applies to the hosted production Service accessible via the designated application URL. It does not apply to pilot sandboxes, beta features, scheduled maintenance communicated in advance, or failures caused by factors outside our reasonable control.
2. Uptime Commitment
We target 99.9% monthly uptime for production environments under standard enterprise plans, measured as:
Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100
Downtime excludes scheduled maintenance windows announced at least 48 hours in advance and issues attributable to Customer systems or third-party networks outside our infrastructure.
3. Service Credits
| Monthly uptime | Service credit |
|---|---|
| < 99.9% to 99.0% | 5% of monthly fees for affected Service |
| < 99.0% to 95.0% | 10% of monthly fees for affected Service |
| < 95.0% | 25% of monthly fees for affected Service |
Credits are applied to future invoices upon validated request submitted within thirty (30) days of the incident month. Credits are not cash refunds unless required by law.
4. Support Response Targets
| Severity | Definition | Initial response target |
|---|---|---|
| Critical | Production Service unavailable or data integrity at risk | 1 hour (24×7 for enterprise) |
| High | Major feature impaired with no reasonable workaround | 4 business hours |
| Normal | Non-critical defect or general question | 1 business day |
5. Exclusions
- Force majeure events, including widespread internet or cloud provider outages.
- Customer misuse, configuration errors, or exceeded usage limits.
- Emergency maintenance required to address active security threats.
6. Claims
To request a credit, open a support ticket with timestamps, affected matter IDs if applicable, and a description of impact. We will confirm eligibility after log review.