Service Level Agreement (SLA)

1. Introduction and Scope

This Service Level Agreement (SLA) is a binding part of the contract between GitScrum and customers subscribing to our paid plans. It defines:

• Our uptime commitment and availability targets
• Support response time guarantees
• Service credit remedies for failures to meet commitments
• Procedures for claiming credits

2. Definitions

2.1 "Uptime"

means the percentage of time during a calendar month that the GitScrum platform is operational and accessible to customers through the internet, excluding Scheduled Maintenance and Excluded Downtime.

2.2 "Downtime"

means any period during which the GitScrum platform is unavailable or inaccessible to customers due to failures, errors, or performance issues attributable to GitScrum, excluding Scheduled Maintenance and Excluded Downtime.

2.3 "Monthly Uptime Percentage"

is calculated as follows:

2.4 "Scheduled Maintenance"

means planned maintenance activities announced by GitScrum at least 7 days in advance via email and/or in-platform notification, conducted during designated maintenance windows.

2.5 "Excluded Downtime"

means downtime resulting from circumstances beyond GitScrum's reasonable control, including but not limited to:

• Force majeure events (natural disasters, acts of war, terrorism, government actions)
• Third-party service provider outages (cloud infrastructure, CDN, DNS providers)
• Customer-caused issues (misconfiguration, unauthorized access, excessive API usage)
• Scheduled Maintenance windows (as defined above)
• DDoS attacks or other malicious external activities
• Internet connectivity issues beyond GitScrum's network boundary

2.6 "Service Credit"

means a credit calculated as a percentage of the Monthly Subscription Fee paid by the customer for the affected month, issued as a credit toward future subscription payments.

2.7 "Business Hours"

means Monday through Friday, 9:00 AM to 6:00 PM Western European Time (WET/WEST), excluding Portuguese public holidays.

2.8 Priority Levels

• P1 (Critical): Complete service outage or critical functionality unavailable affecting all users
• P2 (High): Major functionality impaired, no workaround available, affecting multiple users
• P3 (Medium): Functionality impaired with workaround available, affecting some users
• P4 (Low): Minor issues, questions, or feature requests with minimal business impact

3. Service Availability Commitment

3.1 Uptime Commitment

GitScrum commits to maintaining a Monthly Uptime Percentage of at least 99.9% for the GitScrum platform during each calendar month.

This means GitScrum targets no more than 43 minutes and 28 seconds of unplanned Downtime per month.

3.2 Uptime Measurement

Uptime is measured through:

• Automated monitoring systems that check service availability every 60 seconds from multiple geographic locations
• Internal logging systems that track platform performance and availability
• Customer-reported incidents that are verified and confirmed by GitScrum's operations team

3.3 Scheduled Maintenance Windows

GitScrum may perform Scheduled Maintenance during the following windows:

• Preferred Window: Saturdays 02:00 - 06:00 UTC
• Alternative Window: Sundays 02:00 - 06:00 UTC
• Emergency Maintenance: May occur at any time with at least 4 hours advance notice when possible

3.4 Emergency Maintenance

GitScrum reserves the right to perform emergency maintenance when necessary to:

• Address security vulnerabilities or active threats
• Prevent imminent service degradation or outage
• Comply with urgent legal or regulatory requirements
• Respond to critical infrastructure failures

Emergency maintenance will be communicated as soon as reasonably practicable through status page updates and email notifications to affected customers.

4. Customer Support Commitments

4.1 Support Channels

GitScrum provides customer support through the following channels:

• Email Support: support[at]gitscrum.com — Available 24/7
• In-App Support: Help widget accessible within the GitScrum platform
• Knowledge Base: Self-service documentation at docs.gitscrum.com
• Status Page: Real-time service status at status.gitscrum.com

4.2 Response Times

Initial response times are based on issue priority and subscription plan:

4.3 Priority Determination

Priority levels are determined by GitScrum's support team based on:

• Severity of impact on customer operations
• Number of users affected
• Availability of workarounds
• Business criticality as communicated by the customer

GitScrum reserves the right to re-prioritize issues based on investigation findings.

4.4 Support Exclusions

Response time commitments do not apply to:

• Issues related to customer's own infrastructure or third-party integrations
• Feature requests or enhancement suggestions
• Training or "how-to" questions (covered by Knowledge Base)
• Issues already resolved or in progress
• Duplicate reports of the same issue

5. Service Credits and Remedies

5.1 Eligibility for Service Credits

If GitScrum fails to meet the 99.9% Monthly Uptime Percentage commitment in any calendar month, eligible customers may request Service Credits as their sole and exclusive remedy (subject to limitations in Section 5.6).

Requirements for Eligibility:

• Customer must be on an active paid subscription at the time of the incident
• Customer must submit a credit request within 30 days of the end of the affected month
• Customer account must be in good standing with no overdue payments

5.2 Service Credit Calculation

Service Credits are calculated based on the Monthly Uptime Percentage achieved:

Important Notes:

• Credits apply only to the affected month's subscription fee
• Credits are issued as a credit toward future invoices, not as cash refunds
• Maximum credit per month is 100% of that month's subscription fee

5.3 Requesting Service Credits

To request a Service Credit:

1. Send an email to sla[at]gitscrum.com with subject line "Service Credit Request - [Month/Year]"
2. Include your organization name and account ID
3. Describe the incident(s) with dates and times (UTC)
4. GitScrum will respond within 10 business days with verification and credit determination

5.4 Credit Application

Approved Service Credits will be:

• Applied to the next invoice within 2 billing cycles
• Visible in your billing history as "SLA Service Credit"
• Non-transferable between organizations or accounts

5.5 Exclusive Remedy

Service Credits are the sole and exclusive remedy for GitScrum's failure to meet the uptime commitment. This SLA does not entitle customers to any refunds, damages, or other compensation beyond the Service Credits described herein.

5.6 Credit Limitations

• Total credits in any 12-month period shall not exceed 3 months of subscription fees
• Credits cannot be combined with other discounts or promotional offers
• Credits have no cash value and expire if account is terminated
• GitScrum reserves the right to audit credit requests and deny fraudulent claims

6. Performance Monitoring and Reporting

6.1 Status Page

GitScrum maintains a public Status Page at status.gitscrum.com displaying:

• Current service status for all GitScrum components
• Scheduled maintenance announcements
• Incident history and post-mortems
• Real-time updates during service disruptions

6.2 Incident Notifications

• Status Page Updates: Real-time updates posted during active incidents
• Email Notifications: Sent to account administrators for P1 and P2 incidents
• Post-Incident Reports: Detailed analysis provided within 5 business days of major incidents

6.3 Uptime Reporting

• Monthly Reports: Upon request, GitScrum will provide customers with monthly uptime reports including actual uptime percentage, incident summary, and downtime minutes
• Request Method: Email reports[at]gitscrum.com with "Monthly Uptime Report Request" in subject line

7. Customer Responsibilities

To ensure optimal service levels, customers are responsible for:

• Maintaining accurate contact information for incident notifications
• Promptly reporting suspected service issues through appropriate channels
• Following GitScrum's acceptable use policies and terms of service
• Implementing reasonable security practices for account access
• Keeping integrations and API implementations up-to-date with GitScrum documentation
• Responding to GitScrum support inquiries within reasonable timeframes

Failure to meet these responsibilities may affect eligibility for Service Credits.

8. Exclusions and Limitations

This SLA does not apply to and GitScrum is not liable for:

8.1 Free Plan Users

This SLA applies only to Paid Plan customers. Free Plan users do not have uptime guarantees or support response time commitments.

8.2 Beta Features

Features, tools, or functionality marked as "Beta," "Experimental," "Alpha," "Preview," or similar designations are excluded from this SLA.

• May be modified or discontinued without notice
• Do not have uptime guarantees
• Support is provided on a best-effort basis

8.3 Third-Party Services

GitScrum integrates with various third-party services. Downtime or issues caused by third-party services are Excluded Downtime. Examples include:

• OAuth providers (Google, GitHub, Microsoft, etc.)
• Payment processors (Stripe)
• Cloud infrastructure providers (AWS, GCP, Azure)
• Email delivery services
• CDN and DNS providers

While GitScrum will make reasonable efforts to minimize impact from third-party failures, such failures constitute Excluded Downtime under this SLA.

8.4 Customer-Caused Issues

Issues resulting from:

• Customer's own hardware, software, or network infrastructure
• Unauthorized access to customer accounts
• Violation of GitScrum's Terms of Service or Acceptable Use Policy
• Custom integrations or API implementations not built by GitScrum
• Excessive API usage beyond documented rate limits

9. Changes to This SLA

GitScrum reserves the right to modify this SLA at any time. Changes will be communicated as follows:

Notification of Changes:

• Material changes will be announced at least 30 days in advance via email to account administrators
• Non-material changes may be made with notice posted on our website
• The "Effective Date" at the top of this document will always reflect the current version date

Customer Options:

If you do not agree to the modified SLA, you may terminate your subscription according to your service agreement terms.

Non-Material Changes:

Clarifications, formatting changes, or updates that do not reduce service levels are considered non-material changes.

10. Definitions of Uptime Percentages

For reference, here is what different uptime percentages mean in practical terms:

GitScrum's commitment is 99.9% uptime, allowing for approximately 43 minutes of unplanned downtime per month.

11. Governing Law and Disputes

This SLA is governed by the laws of Portugal. Any disputes arising from this SLA shall be resolved according to the dispute resolution procedures outlined in GitScrum's Terms of Service.

12. Contact Information

For questions about this SLA or to submit Service Credit requests:

• SLA Questions: sla[at]gitscrum.com
• Service Credit Requests: sla[at]gitscrum.com
• General Support: support[at]gitscrum.com
• Status Updates: status.gitscrum.com

13. Acknowledgment

By using GitScrum's services under a paid subscription, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement.