FixSnags Custom / Enterprise SLA Schedule

Last updated: 15 July 2026

This SLA schedule is intended only for Custom / enterprise customers where expressly incorporated into a signed contract. It does not apply to Free or Pro plans unless separately agreed in writing.

1. Service availability target

FixSnags will use commercially reasonable efforts to make the contracted Service available at least 99.9% during each monthly measurement period.

2. Qualifying downtime

“Qualifying downtime” means the total number of minutes in a monthly measurement period during which the core contracted Service is unavailable to the customer, excluding any SLA exclusions listed below.

3. Downtime threshold before any compensation

No service credits or other SLA compensation apply unless qualifying downtime exceeds 1% of the monthly measurement period.

For clarity:

  • the SLA target is 99.9%;
  • any compensation remedy is only considered if qualifying downtime exceeds 1% of the monthly measurement period; and
  • any service credit or commercial remedy is custom negotiated only and must be expressly set out in the customer’s signed order form, MSA, or negotiated SLA appendix.

4. Sole remedy

Any negotiated service credit or SLA remedy is the customer’s sole and exclusive remedy for qualifying downtime under this SLA.

5. Exclusions

The following do not count as qualifying downtime unless expressly agreed otherwise:

  • scheduled maintenance;
  • emergency maintenance;
  • force majeure;
  • internet or device failures on the customer side;
  • third-party provider failures outside FixSnags’ reasonable control;
  • misuse of the Service by the customer;
  • beta, preview, or pilot features;
  • suspension for security, abuse, or non-payment reasons;
  • downtime caused by customer integrations, scripts, or unsupported configurations.

6. Claims process

Any SLA claim must be submitted within the period specified in the relevant customer contract, together with reasonable evidence of the outage and the affected dates/times.

7. Priority of contract

If there is any inconsistency between this SLA schedule and the main Terms, the signed Custom / enterprise contract governs.