Service Level Agreement

1. Uptime Guarantee

Thermocline Cloud commits to the following uptime targets, measured as the percentage of time the Services are available during each calendar month, excluding scheduled maintenance windows:

Enterprise plan: 99.99% uptime. Business plan: 99.99% uptime. Pro plan: 99.99% uptime. Starter plan: 99.9% uptime. Free tier: No SLA or uptime commitment of any kind.

"Uptime" means that the Thermocline Cloud API and database clusters associated with your account are accessible and able to process read and write requests. Uptime is measured using automated synthetic health checks performed at 60-second intervals from multiple geographic regions.

2. Service Credits

If Thermocline Cloud fails to meet the applicable uptime guarantee in a given calendar month, eligible customers may request service credits. Credits are calculated as follows: for each full hour of downtime beyond the permitted threshold, you will receive a credit equal to 10 times the hourly cost of your plan for that period.

For example, if your monthly plan costs $720 (equivalent to $1.00/hour) and you experience 2 hours of qualifying downtime beyond your threshold, you would receive a credit of $20.00 (2 hours x $1.00/hour x 10).

Service credits are capped at 100% of your monthly subscription fee for the affected month. Credits are applied to future invoices and are not redeemable for cash. Credits do not apply to usage-based charges such as storage overages or bandwidth.

3. Exclusions

The uptime guarantee does not apply to downtime caused by the following:

Scheduled maintenance: Thermocline performs regular maintenance during pre-announced windows. Scheduled maintenance is communicated at least 72 hours in advance via email and in the console. Maintenance windows typically occur during low-traffic periods and rarely exceed 30 minutes.

Force majeure: Events beyond Thermocline's reasonable control, including but not limited to natural disasters, acts of war or terrorism, government actions, epidemics or pandemics, widespread internet outages, and failures of third-party infrastructure providers.

Customer-caused issues: Downtime resulting from your actions, including misconfiguration of clusters, exceeding provisioned capacity, abuse of the Services in violation of the Terms of Service, or failure to follow documented best practices for connection management.

Third-party dependencies: Outages caused by third-party services outside Thermocline's control, such as DNS providers, CDN providers, or authentication providers, unless Thermocline has committed to specific redundancy measures in your Enterprise agreement.

Alpha or beta features: Any features explicitly labeled as alpha, beta, preview, or experimental are excluded from uptime calculations.

4. How to File a Claim

To request a service credit, you must submit a claim within 30 days of the end of the calendar month in which the downtime occurred. Claims submitted after this window will not be honored.

To file a claim, send an email to sla@thermoclinecloud.com with the following information: your account ID or organization name, the date(s) and time(s) of the downtime event(s) in UTC, a brief description of the impact on your services, and any relevant error messages or screenshots.

Thermocline will review your claim and respond within 10 business days. If the claim is approved, the service credit will be applied to your next invoice. Thermocline's determination of uptime and downtime, as measured by our monitoring systems, is final and binding.

5. Remedies

Service credits as described in this SLA are your sole and exclusive remedy for any failure by Thermocline to meet the uptime guarantee. This SLA does not modify or supersede the limitation of liability provisions in the Terms of Service.

If Thermocline fails to meet the applicable uptime guarantee for three or more consecutive months, you may terminate your subscription without penalty by providing written notice within 30 days of the third consecutive month of missed targets. In such case, Thermocline will provide a pro-rata refund of any prepaid fees for the remaining subscription term.

6. Enterprise SLA

Enterprise plan customers may negotiate custom SLA terms, including higher uptime commitments, faster incident response times, dedicated support channels, and custom credit structures. Enterprise SLA terms are documented in a separately executed Master Service Agreement (MSA) and take precedence over this standard SLA where they differ.

For Enterprise SLA inquiries, contact sales@thermoclinecloud.com.

7. Changes to This SLA

Thermocline may update this SLA from time to time. We will notify customers of material changes at least 30 days in advance. Changes will not retroactively reduce the uptime commitments applicable to your current billing period. Your continued use of the Services after the effective date of any changes constitutes acceptance of the updated SLA.

8. Contact

For questions about this SLA or to file a service credit claim, contact us at sla@thermoclinecloud.com.