Service Level Agreement
Last updated: 2026-07-24 · Draft pending legal review.
This Service Level Agreement applies to the a2lance application at app.a2lance.com and its API, for holders of a registered a2lance account. It does not apply to this marketing/waitlist site (a2lance.com), which is informational only and has no application uptime of its own. a2lance offers a free plan and paid Starter/Pro plans (see pricing); the service-credit schedule in Section 5 is active for any account on a paid plan, effective from the first paid billing cycle.
1. What this SLA covers
Reachability of the a2lance application and API — signing in and using the core freelancer/agency workflows as they become available — plus our support response commitments. It does not cover features explicitly marked "coming soon," the marketing site's content, or issues caused by your own account or third-party integrations.
2. Availability target
We target 99% monthly availability for the application and API, measured as described in Section 3. Free-plan accounts get this same operating target as a commitment, but the service credit in Section 5 applies only to paid Starter/Pro plans (there is no fee to credit against on the Free plan).
3. How availability is measured
- Measured independently via third-party external monitoring polling app.a2lance.com and the API at 1-5 minute intervals.
- A minute counts as downtime only if the monitored endpoint fails to respond successfully (connection failure or 5xx error) for two or more consecutive checks.
- Downtime caused by anything in Section 6 (Exclusions) is not counted.
- Monthly availability = (total minutes in the month − qualifying downtime minutes) / total minutes in the month × 100.
4. Support response (early access)
Support is provided by a small team during business hours, Monday-Friday 9:00 AM - 6:00 PM WAT/EST, excluding public holidays. Response time is time to a first human reply, not time-to-resolution.
| Priority | Examples | Target first response |
|---|---|---|
| Critical | App or API fully down, security incident, unable to log in at all | Within 1 business day |
| High | Major workflow broken, no reasonable workaround | Within 2 business days |
| Normal | Partial functionality issues, general questions | Within 3 business days |
| Low | Feedback, feature requests, non-urgent items | Scheduled into the next review |
5. Service credits — active for paid plans
If you're on a paid Starter or Pro plan, the schedule below applies to that month's plan fee starting with your first paid billing cycle. Free-plan accounts are not billed, so there is no fee to credit against.
| Monthly availability achieved | Service credit (% of that month's plan fee) |
|---|---|
| 99.0% - 100% | No credit owed (commitment met) |
| 97.0% - 98.99% | 5% of that month's plan fee |
| 90.0% - 96.99% | 10% of that month's plan fee |
| Below 90.0% | 20% of that month's plan fee |
6. Exclusions
- Scheduled maintenance with at least 24 hours' advance notice, or emergency maintenance to protect security/stability.
- Force majeure events beyond our reasonable control.
- Customer-caused issues: account misconfiguration, compromised credentials, or misuse of the API.
- Third-party and upstream issues outside our infrastructure: AI provider outages, domain registrar/DNS issues, and your own local internet connectivity.
- DDoS and abuse traffic beyond what standard, reasonable mitigation can absorb.
- Features explicitly marked "coming soon," beta, or non-production/staging environments.
- Suspension of your account for a verified Terms of Use violation.
7. Data
We take regular backups of application data as part of standard operating practice. This SLA governs availability and support response — it is not a separately specified data-loss or recovery-time guarantee.
8. How to raise an availability concern
Email us (below) describing the affected dates/times and, if you're on a paid plan, whether you're claiming a service credit under Section 5. We review against our own monitoring in good faith.
9. Limitation of liability
To the extent permitted by law, a2lance is not liable for indirect, incidental, or consequential damages arising from use of the application. Our total liability for any claim is limited to the fees you have actually paid us, if any, in the 12 months before the claim. Nothing here overrides a separately signed agreement that states different terms.
10. Changes to this SLA
We'll update this SLA as a2lance's plans and features evolve. Material changes — especially to the credit schedule in Section 5 — will be communicated by email to registered users in advance.
Contact
Questions about this SLA: ●●●●●●●@●●●●●●●●●●●.●●●.
A note on this policy
This SLA is written to describe our real, honest operating commitments — not marketing language — but it is not legal advice. A qualified lawyer should review this page before it is relied on in production.