Service Level Agreement
Effective Date: April 14, 2026
1. Overview
This Service Level Agreement (“SLA”) describes the service commitments that Climax Enterprises LLC (“Company,” “we,” “us,” or “our”) makes to subscribers of the SteepleOS platform on paid subscription plans. This SLA is incorporated into and governed by our Terms of Service.
This SLA applies exclusively to customers on active, paid subscription plans. Free accounts, trial accounts, and beta features are not covered by this SLA.
2. Service Availability Target
We target 99.9% monthly uptime for the SteepleOS platform (the “Availability Target”). Uptime is calculated using the following formula:
Uptime % = (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100
Availability is measured on a calendar month basis. “Downtime” means any period during which the core SteepleOS platform is materially unavailable to users, excluding the categories listed in Section 3 below.
3. Exclusions from Downtime
The following events and circumstances are excluded from the calculation of Downtime and do not count toward any service credit determination:
- Scheduled Maintenance: Planned maintenance windows that are announced at least 48 hours in advance, typically scheduled during low-usage windows.
- Force Majeure Events: Natural disasters, wars, acts of terrorism, government actions, pandemics, epidemics, or other events beyond our reasonable control.
- Customer Equipment or Network Issues: Problems caused by the customer’s own equipment, software, internet connection, or local network infrastructure.
- Third-Party Service Outages: Outages or degradation of third-party services on which SteepleOS depends, including but not limited to Stripe, email delivery providers, DNS providers, and cloud infrastructure providers.
- DDoS Attacks or Security Incidents: Distributed denial-of-service attacks or other security incidents that require emergency response measures.
- Customer-Initiated Actions: Service disruptions resulting from configuration changes, excessive API calls, or other actions taken by the customer or its authorized users.
4. Service Credits
If the monthly uptime for the SteepleOS platform falls below the Availability Target, eligible customers may request service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of that month’s subscription fees |
| 95.0% – 99.0% | 25% of that month’s subscription fees |
| Below 95.0% | 50% of that month’s subscription fees |
The maximum service credit for any given month shall not exceed 50% of the monthly subscription fee for that month.
To receive a service credit, the customer must submit a written request to support@steepleos.com within thirty (30) days of the end of the month in which the downtime occurred. The request must include the dates and times of the claimed downtime and a description of the impact.
Service credits are applied to future invoices only and are not redeemable for cash or refunds. Service credits are the sole and exclusive remedy for any failure to meet the Availability Target.
5. Maintenance Windows
Scheduled maintenance is typically performed during off-peak hours, generally Sunday between midnight and 4:00 AM Eastern Time (ET). We will provide at least 48 hours’ advance notice of scheduled maintenance via email and in-app notification.
In the event of an emergency that requires immediate action to protect the integrity, security, or availability of the platform, emergency maintenance may be performed without advance notice. We will endeavor to provide notice as soon as practicable and will communicate updates via email and in-app banner during the maintenance period.
6. Support Response Times
Support response times vary by subscription plan tier. The following table outlines the target initial response times for support requests:
| Plan Tier | Support Channels | Response Time |
|---|---|---|
| Starter / Core | 48 hours | |
| Growth | Email + Chat | 24 hours |
| Ministry Pro | Priority Support | 12 hours |
| Enterprise | Dedicated Support + Phone | 4 hours |
For critical issues involving a platform-wide outage affecting all customers, we will provide a best-effort immediate response regardless of plan tier.
7. Monitoring
We continuously monitor the health and performance of the SteepleOS platform using automated monitoring systems. Real-time status information and incident updates are available at status.steepleos.com (or via the /health endpoint).
Customers may subscribe to incident notifications to receive updates on service disruptions and planned maintenance windows via email or RSS.
8. Data Backup
- Daily automated backups of all customer data are performed.
- Backups are retained for a rolling period of 30 days.
- Point-in-time recovery is available for customers on the Enterprise plan.
- Backups are stored in a geographically separate location from the primary data center to protect against regional failures.
9. Disaster Recovery
We maintain a disaster recovery plan designed to restore service in the event of a significant infrastructure failure. Our recovery objectives are as follows:
- Recovery Time Objective (RTO): 4 hours — the maximum targeted duration of time within which the platform will be restored after a disaster.
- Recovery Point Objective (RPO): 24 hours — the maximum targeted period in which data might be lost due to a disaster.
- Annual Testing: Disaster recovery procedures are tested at least once per year to ensure readiness and effectiveness.
10. Limitations
This SLA describes service-level targets and does not constitute a guarantee or warranty of any kind. Climax Enterprises LLC’s total liability under this SLA is limited exclusively to the service credits described in Section 4 above.
This SLA is subject to the Limitation of Liability and Disclaimer of Warranties provisions set forth in the Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall control.
If you have questions about this Service Level Agreement, please contact us at support@steepleos.com.