Service Level Agreement

This Service Level Agreement ("SLA") describes the availability and support commitments for the Portanus platform ("the Service"), operated by Twin Raven Studios, Inc. ("we," "us"), for the organization that subscribes ("Customer"). This SLA forms part of the agreement between the parties and applies only while the Customer's subscription is active and in good standing.

Note: the committed figures in this SLA (uptime target, response times, and service credits) are placeholders. They must be set to levels the operator can actually measure and honor before this SLA is published or relied upon.

1. Scope and definitions

• Availability — the Service is able to respond to requests for its core functions.
• Downtime — a period during which the Service is not Available, excluding the exclusions in Section 3.
• Scheduled Maintenance — planned maintenance for which we provide advance notice as described in Section 6.
• Monthly Uptime Percentage — for a calendar month, the total minutes in the month minus Downtime minutes, divided by the total minutes in the month, expressed as a percentage.

2. Availability commitment

We target a Monthly Uptime Percentage of [99.9%] for the Service. Monthly Uptime Percentage is calculated as:

• Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100, with Downtime measured as described above and excluding the periods in Section 3.

3. Exclusions

The availability commitment does not apply to unavailability caused by:

• Scheduled Maintenance for which notice was provided;
• factors outside our reasonable control, including force majeure events, internet or network failures, and failures of upstream infrastructure providers;
• issues caused by the Customer or its users, including misuse, misconfiguration, or unauthorized access;
• third-party integrations or services not operated by us; and
• features identified as beta, preview, or experimental.

4. Support

Support is available through [support channels, e.g. email / in-app ticket] during [support business hours, e.g. business days, time zone]. We aim to acknowledge and respond to requests within the following target response times, based on severity:

• Severity 1 (Critical) — Service unavailable or unusable for most users: target response [P1: X].
• Severity 2 (High) — major function impaired with no reasonable workaround: target response [P2: Y].
• Severity 3 (Normal) — minor or cosmetic issue, or a question: target response [P3: Z].

Target response times describe our goal to begin working a request, not a guaranteed time to resolution.

5. Service credits

If we fail to meet the Monthly Uptime Percentage in Section 2 in a given calendar month, the Customer's exclusive remedy is a service credit applied to a future invoice, according to the following placeholder schedule:

• Monthly Uptime Percentage below [threshold A] but at or above [threshold B]: credit of [credit A].
• Monthly Uptime Percentage below [threshold B] but at or above [threshold C]: credit of [credit B].
• Monthly Uptime Percentage below [threshold C]: credit of [credit C].

To claim a credit, the Customer must submit a request to support@twinravenstudios.com within 30 days of the end of the affected month, including the dates and times of the unavailability and any supporting information. Credits are non-refundable, have no cash value, and will not exceed [maximum credit per month] of the fees for the affected month.

6. Maintenance windows and notice

We perform Scheduled Maintenance during defined windows ([maintenance window, e.g. day / time / time zone]) and aim to provide at least 24 hours advance notice for planned maintenance expected to cause Downtime. Emergency maintenance may be performed with shorter or no notice where necessary to protect the security or integrity of the Service.

7. Monitoring and status communication

We monitor the Service and communicate significant incidents and planned maintenance through [status channel, e.g. status page / email]. The Customer is responsible for keeping its contact and notification details current.

8. Review and changes

We may update this SLA from time to time; material changes will be communicated to Customers and reflected by an updated effective date. Questions can be directed to [support contact email].

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This document is a draft provided for transparency and is not legal advice. The committed figures are placeholders that must be set to measurable, achievable levels and reviewed by qualified counsel before this SLA is relied upon.