Service Level Agreement
Effective: September 22, 2026 · Version 1.0
This Service Level Agreement ("SLA") describes Atellier's uptime commitment and the service credits available if we miss it. It applies only to paid subscriptions in good standing and is incorporated into the Terms of Service. Free, trial, and beta usage are not covered.
1. Uptime Commitment
Atellier targets 99.5% Monthly Uptime for the production Service in any calendar month, measured by our monitoring infrastructure as the percentage of one-minute intervals in the month during which the Service responded to authenticated requests with HTTP 5xx errors affecting all users.
2. Service Credits
| Monthly Uptime | Service Credit |
|---|---|
| ≥ 99.5% | None |
| 99.0% – < 99.5% | 5% of monthly fee |
| 95.0% – < 99.0% | 10% of monthly fee |
| < 95.0% | 25% of monthly fee (cap) |
Service credits are issued as a credit against future invoices, are not refundable in cash, and are capped at 25% of the affected month's fees. Service credits are Customer's sole and exclusive remedy for any failure to meet this SLA.
3. Exclusions
Downtime caused by the following is excluded from the uptime calculation:
- Scheduled maintenance — up to 4 hours per month with at least 48 hours' advance notice via email or in-product banner;
- Emergency maintenance — required to address security or stability issues;
- Third-party providers — incidents originating with Supabase, AWS, Cloudflare, Twilio, Resend, Stripe, OpenAI, Lovable AI Gateway, Meta, Google, or any other sub-processor or third-party integration;
- Customer-caused — outages caused by your code, configuration, content, exceeded quotas, or denial-of-service attacks targeting your account;
- Beta & preview features — features designated alpha, beta, preview, early access, or experimental;
- Force majeure — events beyond our reasonable control, including internet backbone outages, BGP routing issues, regional ISP failures, natural disasters, war, terrorism, civil unrest, government action, and labor disputes;
- DNS — any DNS resolution issues outside Atellier's authoritative zones;
- End-user environments — issues caused by Customer's browser, network, or device.
4. Claim Process
To request service credits, send an email to hello@meonneon.com with the subject "SLA Credit Request" within 30 days of the end of the month in which downtime occurred. Include affected timeframes (with timezone), URLs or features impacted, and any error IDs you observed. Late requests are not honored.
5. Maximum Aggregate Credit
Aggregate service credits in any month may not exceed 25% of the fees for that month. Credits do not accrue beyond the affected month and expire on termination of the subscription.
6. Status & Communications
We publish service status updates and post-incident summaries to our status page and via in-product notifications. Subscribe to the status page to receive automated alerts.
Contact
Worldwide Signage Ltd. d/b/a Atellier
8405 W 54th Place
Arvada, Colorado 80002
United States