ExactPour Service Level Agreement
Version 2.2 · effective October 7, 2026
ExactPour Service Level Agreement (SLA)
Last updated: October 7, 2026
This Service Level Agreement ("SLA") describes the availability and support commitments for the ExactPour Service for eligible paid subscriptions and forms part of the Terms of Service (Master Subscription Agreement). This SLA applies to Pro, Scale, and Enterprise plans unless a separately signed Order states otherwise. Free, Starter, and trial plans are provided on a best-efforts basis with no availability commitment.
1. Definitions
- Monthly Uptime, the percentage of time during a calendar month that the Service is available, calculated as: ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100.
- Downtime, sustained unavailability of Core Service Functionality, as confirmed by ExactPour's monitoring systems.
- Core Service Functionality, the primary web application and API endpoints required to log in, manage inventory, perform scans, view dashboards and reports, and process core transactions.
- Excused Downtime, unavailability excluded from the Monthly Uptime calculation, as described in Section 2.
2. Availability Commitment
ExactPour will use commercially reasonable efforts to make the Service available at least 99.9% of the time during each calendar month ("Monthly Uptime"), excluding Excused Downtime.
3. Exclusions (Excused Downtime)
The availability commitment does not apply to, and Downtime does not include, unavailability caused by:
- scheduled maintenance for which we provide reasonable advance notice (we target low-traffic windows where possible);
- emergency maintenance required to protect the security, integrity, or stability of the Service;
- factors outside ExactPour's reasonable control, including force majeure events (as defined in the Terms of Service), internet or network failures not under our control, or failures of third-party services and integrations (e.g., POS providers, payment processors, barcode services, AI providers, or hosting infrastructure);
- your equipment, software, network, configurations, or misuse of the Service (including exceeding usage quotas or plan limits);
- suspension or termination of the Service in accordance with the Terms of Service; or
- beta, preview, trial, free, or non-production features (including certain AI-powered capabilities, which may have variable performance).
4. Service Credits
If Monthly Uptime falls below the commitment in a calendar month, eligible customers may request a service credit according to the following schedule:
| Monthly Uptime | Service Credit (% of that month's fees) |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
The maximum service credit in any single calendar month will not exceed 100% of the fees paid for that month. Credits from multiple incidents in the same month are aggregated. Service credits are applied as a credit against future invoices only, are the sole and exclusive remedy for any failure to meet the availability commitment, and do not entitle you to a cash refund or any other remedy.
5. Claiming Service Credits
To request a credit, email support@exactpour.com within thirty (30) days after the end of the affected calendar month. Your request must include the dates and times of claimed unavailability and any supporting details. We will validate the claim against our internal monitoring records and respond within a reasonable time. Failure to submit a timely claim waives the right to a credit for that month.
6. Support
Support is provided via email at support@exactpour.com. Business hours are Monday–Friday, 9:00 a.m. – 6:00 p.m. Eastern Time, excluding U.S. federal holidays.
We target the following initial response times during business hours:
- Critical (Service completely down with no workaround): within 4 business hours
- High (major feature or workflow significantly impaired): within 1 business day
- Normal (general questions, minor issues, or feature requests): within 2 business days
These are target response times, not guarantees. Enterprise customers may receive enhanced support commitments (including faster response or additional channels) as set forth in a signed Order or separate support addendum.
7. Changes to this SLA
We may update this SLA from time to time. Material changes will take effect at the start of your next renewal term after we provide notice.
8. Contact
support@exactpour.com · ExactPour LLC · exactpour.com