This SLA describes Hexel Studio’s availability commitment for the control plane and the service credits that apply if we fall short.
This document is a working draft and will be reviewed by counsel before Hexel Studio launches. It is not legal advice.
Legal documents
1.Availability commitment
Hexel Studio commits to a monthly uptime of 99.99% for the control plane on eligible plans. Uptime is measured as the percentage of minutes in a calendar month during which the control plane is available.
2.Service credits
If monthly uptime falls below the commitment, eligible customers may request service credits:
- 99.0% – 99.99%: 10% credit of the monthly fee.
- 95.0% – 98.99%: 25% credit of the monthly fee.
- Below 95.0%: 50% credit of the monthly fee.
3.Exclusions
The commitment does not apply to downtime caused by factors outside our reasonable control, scheduled maintenance announced in advance, or misuse of the Services.
4.Claiming credits
To claim a credit, contact support within thirty days of the affected month. Credits are applied to future invoices and are the exclusive remedy for availability shortfalls.
5.Status
Real-time and historical availability is published at status.hexelstudio.com.