Service Level Agreement
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This Service Level Agreement describes Driftless’s uptime commitment, how uptime is measured, support response times by severity level, how we notify you of incidents, service credits for missed commitments, and the exclusions that apply.
Uptime commitment
Driftless is an agentic product delivery platform provided by Iron Flank Inc. (“Driftless”, “we”, “us”, “our”). This Service Level Agreement (“SLA”) governs the availability of the Driftless application at app.godriftless.ai, the Driftless REST API, and the Driftless MCP endpoint (collectively, the “Service”) for customers on [Pending review: applicable subscription plans, e.g., paid plans only].
We commit to maintaining a Service uptime of [Pending review: uptime target — 99.5% or 99.9%, pending confirmation of actual infrastructure capability] per calendar month, excluding the downtime events described in the Exclusions section (“Downtime”). This target reflects our current infrastructure capability and is pending confirmation; the final committed value will be set once infrastructure capacity is verified.
This SLA applies only to the hosted Service. It does not apply to any beta, preview, or pre-release features, to the marketing website at godriftless.ai, or to any functionality explicitly marked as not covered by this SLA.
How uptime is measured
Uptime is measured on a per-customer, per-calendar-month basis. We monitor the Service from [Pending review: monitoring approach, e.g., external probes in multiple regions checking the application, API, and MCP endpoints at 1-minute intervals].
What counts as Downtime
“Downtime” means the Service is unavailable or non-responsive to authenticated requests for a continuous period of [Pending review: minimum downtime interval, e.g., 5 consecutive minutes] or longer, where the unavailability is not caused by an excluded event under Exclusions.
- Error rate: a minute counts as Downtime when the ratio of failed requests to total requests exceeds
[Pending review: error-rate threshold, e.g., 5%]for that minute. - Scope: Downtime is measured per affected customer. If the Service is available to some customers but not others, only the affected customers accrue Downtime.
- Reporting: Downtime is recorded from the time we are notified or detect the incident until the Service is restored and confirmed operational.
Uptime calculation
Monthly uptime percentage is calculated as:
“Total minutes in the month” is the number of minutes in the calendar month, minus any minutes during which an excluded event was in effect. [Pending review: confirm the exact measurement window, e.g., UTC calendar month, and whether scheduled-maintenance windows are subtracted from the denominator]
Support response times
We classify support incidents by severity. The severity matrix below defines each level, the target response time (the time from when a valid incident report is received until a support engineer begins working on it), and the target resolution time (the time from incident report until the issue is resolved or a mitigation is in place).
| Severity | Definition | Response time | Resolution target |
|---|---|---|---|
| P1: Critical | Service unavailable — the Service is down or core functionality is inaccessible to all or most users. | [Pending review: e.g., 1 hour] |
[Pending review: e.g., 4 hours] |
| P2: High | Major feature degraded — a core feature is significantly impaired but a workaround exists or impact is partial. | [Pending review: e.g., 4 hours] |
[Pending review: e.g., 1 business day] |
| P3: Medium | Minor feature issue — a non-core feature is impaired or usability is reduced, with reasonable workaround available. | [Pending review: e.g., 1 business day] |
[Pending review: e.g., 3 business days] |
| P4: Low | Cosmetic or non-urgent — cosmetic defects, documentation requests, or feature requests with no operational impact. | [Pending review: e.g., 2 business days] |
[Pending review: next release] |
[Pending review: confirm support coverage hours, e.g., 24×7 for P1/P2, business hours for P3/P4, and the applicable time zone]How to report an incident
To report a support incident, contact us at support@godriftless.ai with your organization name, the affected component, a description of the issue, and its business impact. [Pending review: any additional incident-reporting channel, e.g., a dedicated support portal or in-app support widget]
Incident notification
When we become aware of an incident that affects Service availability, we will notify affected customers without undue delay. Notification includes the nature of the incident, the affected components, and an estimate of impact.
- Initial notification: within
[Pending review: initial-notification target, e.g., 30 minutes of incident confirmation]for P1 and P2 incidents, and as soon as practical for P3 and P4 incidents. - Updates: we will provide status updates at least every
[Pending review: update cadence, e.g., 2 hours during an active P1/P2 incident]until the incident is resolved. - Resolution notice: a summary of the incident, root cause (to the extent known), and corrective actions is provided after resolution.
Status page
Real-time Service status is published at [Pending review: status-page URL, e.g., https://status.godriftless.ai]. Customers are encouraged to subscribe to status updates. [Pending review: confirm whether a public status page exists or will be stood up]
Communication channels
Incident notifications are sent via [Pending review: notification channels, e.g., email to account owners, in-app banner, and the status page]. Customers are responsible for keeping their contact information current so that we can reach them during incidents.
Service credits
If we fail to meet the monthly uptime commitment in a given calendar month, affected customers are eligible to receive a service credit as their sole and exclusive remedy for the shortfall, subject to the terms below.
| Monthly uptime | Service credit |
|---|---|
Below [Pending review: target, e.g., 99.9%] but at or above [Pending review: e.g., 99.0%] |
[Pending review: e.g., 10% of monthly fees] |
Below [Pending review: e.g., 99.0%] but at or above [Pending review: e.g., 95.0%] |
[Pending review: e.g., 25% of monthly fees] |
Below [Pending review: e.g., 95.0%] |
[Pending review: e.g., 50% of monthly fees] |
How credits are calculated
A service credit is a percentage of the monthly fees paid for the affected Service during the month in which the uptime commitment was missed. Credits are applied to future invoices and are not refundable as cash. [Pending review: confirm fee basis, e.g., fees for the affected component only vs. total subscription]
How to claim a credit
To receive a service credit, the customer must submit a written request to support@godriftless.ai within [Pending review: claim window, e.g., 30 days] of the end of the month in which the uptime commitment was missed. The request must include the affected component, the month, and sufficient detail for us to verify the Downtime. Requests made outside this window are waived. [Pending review: any additional claim requirements]
Service credits are the customer’s sole and exclusive remedy for any failure by Driftless to meet this SLA, and are subject to the limitations of liability in our Terms of Service.
Exclusions
The uptime commitment and Downtime calculations do not include unavailability caused by the following events. No service credits are owed for Downtime resulting from these exclusions:
- Scheduled maintenance. Downtime during pre-announced scheduled maintenance windows. We will provide
[Pending review: advance-notice period, e.g., at least 72 hours]notice of scheduled maintenance and will, where practicable, schedule it during off-peak hours.[Pending review: maintenance window, e.g., a published weekly window] - Customer-caused issues. Issues caused by the customer’s or its users’ actions or inactions, including misconfiguration, incorrect credentials, exceeded quotas, custom integrations, unsupported client software, or failure to follow documented guidance.
- Third-party outages. Unavailability of third-party services or dependencies outside Driftless’s control, including
[Pending review: relevant third parties, e.g., cloud-provider regional outages, DNS providers, identity providers, customer-supplied API providers], to the extent the Service depends on them. - Force majeure. Events beyond our reasonable control, including natural disasters, acts of war or terrorism, labor disputes, governmental actions, and widespread internet or power outages.
- Factors outside our infrastructure. Failures of the internet backbone, customer-side network or equipment failures, or issues with the customer’s ability to reach the Service over the public internet.
[Pending review: any additional exclusions specific to Driftless’s infrastructure, e.g., customer-initiated beta/preview feature usage]Changes to this SLA
We may update this SLA from time to time. When we do, we will revise the “Last updated” date above. If we make material changes that reduce the uptime commitment or alter the service-credit remedy, we will provide commercially reasonable notice — for example, by email or an in-app notice — before the changes take effect.
Contact
Questions about this SLA can be directed to support@godriftless.ai. [Pending review: any dedicated account-management or SLA contact]