Service Level Agreement
This SLA applies to the Team and Enterprise tiers of Time Manager. It supplements the Time Manager Terms of Service. Free and Pro plans are provided on a "best-effort" basis without an uptime commitment. Numbers are chosen conservatively against what our hybrid AWS US + OVH UK VPS footprint can reliably deliver today.
1. Definitions
- "Service" — the Time Manager production web app, scheduling engine, public API and webhook delivery.
- "Monthly Uptime Percentage" —
((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100, measured from our externally-reachable health endpoints. - "Downtime" — any 5-minute sustained period where the Service returns HTTP 5xx for more than 50% of requests, or is otherwise unavailable to authenticated Customers.
- "Excluded Time" — scheduled & emergency maintenance, force majeure, third-party upstream outages (Anthropic, OpenAI, Google, Microsoft, AWS, OVH) where Time Manager is not at fault, Customer's acts or omissions, and beta/preview features.
- "Service Credit" — a credit against future fees (not a cash refund).
2. Uptime commitment
| Tier | Monthly Uptime target |
|---|---|
| Free | Best effort |
| Pro | Best effort |
| Team | 99.5% (~3h 39m budget/month) |
| Enterprise | 99.9% (~43m budget/month) |
Enterprise uptime above 99.9% is available under a custom SLA exhibit with committed infrastructure (multi-region active-active).
3. Service Credits
Team
| Monthly Uptime | Credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% of monthly fees for the affected service |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Enterprise
| Monthly Uptime | Credit |
|---|---|
| < 99.9% and ≥ 99.5% | 10% |
| < 99.5% and ≥ 99.0% | 25% |
| < 99.0% | 50% |
How to claim. Customer must request credits within 30 days of the end of the affected month to support@timemanager.com. Credits are the sole and exclusive remedy for Service-availability failures, non-cumulative, and cannot exceed 50% of that month's fees.
4. Exclusions
Credits do not apply to downtime caused by:
- Scheduled maintenance (≤ 4 hours/month, notified ≥ 72 hours in advance where feasible);
- Emergency maintenance (notified as soon as practicable);
- Third-party upstream outages (LLM providers, calendar providers, AWS/OVH) where Time Manager's architecture was not at fault;
- Force majeure;
- Customer's actions (misconfiguration, custom integrations, exceeding rate limits);
- Beta, preview or experimental features clearly labeled;
- DNS or network issues outside Time Manager's control;
- Customer-initiated testing that intentionally disrupts the Service.
5. Support response SLAs
Response SLAs apply to the first human response, measured in business hours unless noted.
| Severity | Definition | Pro | Team | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Service down or major feature unusable for all users | Best effort | 4 business hours | 1 hour, 24×7 |
| P2 — High | Major feature impaired, workaround possible | Best effort | 1 business day | 4 hours, 24×5 |
| P3 — Normal | Minor feature impairment / question | 2 business days | 1 business day | 1 business day |
| P4 — Low | Cosmetic / docs / enhancement | 5 business days | 2 business days | 2 business days |
Enterprise customers can contract tighter windows (e.g. 24×7 P2) as a priced add-on.
6. Severity assignment
The Customer initially assigns severity; Company may reassign with reasoned notice. The highest severity for any one Incident stands for the whole Incident.
7. Customer responsibilities
- Report incidents promptly to support@timemanager.com or via the in-app support widget.
- Provide diagnostic detail (timestamps, tenant id, request id if available).
- Designate up to 3 authorized technical contacts (Enterprise).
- Keep integrations patched to supported versions.
- Do not exceed published rate limits and integration quotas.
8. Status page and communications
- A public status page is planned at
status.timemanager.com, publishing ongoing incidents, RCAs and scheduled maintenance. - Enterprise customers receive direct email notification of P1 incidents from
noc@timemanager.com.
9. Maintenance windows
- Standard: Sundays 02:00–06:00 UTC, typically < 30 minutes of interruption; most changes are zero-downtime.
- Emergency: as required; we will notify on the status page and (for Enterprise) by email.
10. Changes to this SLA
Material reductions will be notified 60 days in advance and will not apply to existing Enterprise contracts during their term.