Introduction
Summary: Defines uptime commitment and customer remedies.
CompBldr will use commercially reasonable efforts to ensure that the CompBldr platform (the "Covered Service") is available at least 99% of the time in any calendar month ("SLA Commitment").
If CompBldr does not meet this uptime commitment in a given calendar month, and the Customer complies with this SLA and any applicable Services Agreement, the Customer may be eligible to receive the Service Credits described below.
This SLA states the Customer’s sole and exclusive remedy for any failure by CompBldr to meet the stated uptime commitment.
Definitions
Summary: Key terms used in this SLA.
Covered Service
Means the CompBldr core application platform. This does not include APIs, third-party integrations, or ancillary services unless explicitly stated in a separate agreement.
Downtime
Means any period during which the Customer is unable to access the Covered Service due to server-side or system-level issues attributable to CompBldr, as determined by system logs and monitoring tools. Downtime is subject to the exclusions listed below.
Monthly uptime percentage
Summary: How uptime is calculated.
Monthly uptime percentage is calculated as:
(Total minutes in a calendar month – minutes of Downtime) ÷ Total minutes in a calendar month
Service credit requests
Summary: How to request compensation.
To receive a Service Credit, the Customer must submit a written request within ten (10) days of becoming eligible.
Failure to provide a timely notice will result in forfeiture of the Service Credit.
Service credits
Summary: Credit limits and conditions.
The maximum Service Credit for all Downtime in a single calendar month will not exceed:
- Fifteen (15) days of Service added to the end of the subscription term, or
- For monthly billing customers, the value of fifteen (15) days of service is applied as a credit to the account
Service Credits:
- Are not issued as cash refunds
- Cannot be exchanged for monetary payment (except for approved monthly plans)
- Represent the sole remedy for SLA failure
Scheduled and unscheduled maintenance
Summary: Maintenance handling and impact.
Scheduled maintenance
Scheduled maintenance does not count as Downtime and:
- Will be communicated at least two (2) business days in advance
- It is typically performed during non-business hours (U.S. time zones)
- Will not exceed approximately eight (8) hours per calendar month
Standard maintenance windows may include:
- Thursday, 10:00 PM – 11:00 PM (U.S. Eastern Time)
- Sunday, 10:00 PM – 12:00 AM (U.S. Eastern Time)
Unscheduled maintenance
CompBldr will attempt to provide advance notice when reasonably possible. However, unscheduled maintenance may occur without notice.
Unscheduled maintenance will count as Downtime if it meets the Downtime definition.
SLA exclusions
Summary: Situations not covered by SLA.
This SLA does not apply to Downtime or performance issues caused by:
- Force majeure events beyond CompBldr’s control
- Customer actions, misuse, or breach of agreement
- Customer equipment or third-party systems
- Internet connectivity issues outside the CompBldr infrastructure
- Failures caused by external integrations or vendors
Updates and notice
Summary: Changes to the SLA.
The most current version of this SLA will be available within the CompBldr platform.
CompBldr may modify this SLA with at least thirty (30) days’ prior notice.
Notice may be provided:
- Through in-platform notifications
- Via email to the account administrator
Continued use of the Services after updates constitutes acceptance of the revised SLA.
Final note
By using CompBldr, you acknowledge that you have read, understood, and agreed to this Service Level Agreement.
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