Service Level Agreement
Effective: May 2, 2026 · Version 1.0
This Service Level Agreement (“SLA”) applies to NextWave Cloud-Hosted Deployments only. It does not apply to Self-Hosted Deployments, free-tier accounts, beta features, or features explicitly marked “preview” or “experimental.” Capitalized terms not defined here have the meanings given in the SaaS Subscription Agreement.
1. Uptime Commitment
For each calendar month of the Subscription Term, Island Pitch will use commercially reasonable efforts to make the NextWave Cloud-Hosted Service available with the following Monthly Uptime Percentage:
| Plan | Monthly Uptime Commitment |
|---|---|
| Surf (Cloud add-on) | 99.5% |
| Pipeline (Cloud add-on) | 99.9% |
| Enterprise (per Order Form) | 99.95% or as agreed |
Monthly Uptime Percentage is calculated as: (total minutes in the month − Unavailable Minutes) ÷ total minutes in the month, expressed as a percentage. Unavailable Minutes means consecutive minutes during which Customer's Cloud-Hosted Service produced a server-side error response (HTTP 5xx) or was unreachable, as measured from Island Pitch's external monitoring, excluding the Exclusions in Section 4.
2. Service Credits
If Island Pitch fails to meet the Monthly Uptime Commitment, Customer's sole and exclusive remedy is a service credit applied to a future invoice, calculated as follows:
| Monthly Uptime Percentage | Service Credit (% of monthly fee for affected service) |
|---|---|
| < commitment but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
To request a service credit, Customer must submit a written request to billing@islandpitch.com within thirty (30) days of the end of the affected month, including: (a) the dates and times of unavailability; (b) the URL or endpoint affected; and (c) any monitoring evidence Customer can provide. Credits are issued in U.S. dollars or as a discount on a future invoice; credits cannot be exchanged for cash. The total service credits issued in any month will not exceed 50% of the monthly fee for the affected service.
3. Scheduled Maintenance
Island Pitch may perform scheduled maintenance during the following standard window: Sundays, 03:00–07:00 Pacific Time (US/PT). Standard scheduled maintenance does not count as Unavailable Minutes, provided that Island Pitch gives Customer at least 48 hours' advance notice via email or in-product banner where the maintenance is expected to cause any meaningful interruption.
Emergency maintenance (e.g., security patches) may be performed outside the standard window with as much notice as is reasonably practicable; emergency maintenance up to two (2) hours per month does not count as Unavailable Minutes.
4. Exclusions
Unavailability does not include downtime caused by, and service credits do not accrue for:
- Scheduled or emergency maintenance as described in Section 3;
- Force-majeure events, including AWS regional outages, Stripe outages, internet backbone failures, DDoS attacks not resulting from Island Pitch's negligence, war, terrorism, natural disasters, or governmental action;
- Customer's acts, omissions, configurations, customizations, or third-party plugins or themes installed by Customer;
- Customer's use that exceeds posted resource limits or violates the Acceptable Use Policy;
- Suspension or termination for cause;
- Issues arising from Customer's DNS, certificate management, network, or domain configuration outside Island Pitch's control;
- Beta, preview, experimental, or trial features;
- Failures of third-party services Customer integrates (e.g., Mailchimp, Twilio, payment platforms), even where invoked through the Plugin.
5. Support Response
For Cloud-Hosted Deployments, Island Pitch will respond to support requests within the targets shown below, measured during business hours (Monday–Friday, 09:00–17:00 US Pacific Time, excluding U.S. federal holidays), unless otherwise stated:
| Severity | Definition | Response Target |
|---|---|---|
| S1 — Production Down | Cloud-Hosted Service is fully unavailable or unusable for substantially all users. | 1 hour, 24×7 |
| S2 — Major Impact | Significant functionality unavailable or severely degraded. | 4 business hours |
| S3 — Minor Impact | Non-critical functional issue; workaround available. | 1 business day |
| S4 — Question / Request | Documentation, configuration, or how-to question. | 2 business days |
Response targets are first-response targets, not resolution times. Island Pitch will use commercially reasonable efforts to resolve incidents based on severity.
6. Backups and Data Recovery
- Cloud-Hosted Deployments are backed up at least daily, with backups retained for thirty (30) days;
- Recovery Point Objective (RPO): 24 hours;
- Recovery Time Objective (RTO): 8 hours for region-scoped failures;
- Customer-initiated point-in-time restores are available on Pipeline and Enterprise plans subject to a fair-use limit of one restore per calendar month;
- Customer may export Customer Data at any time via the Plugin's export tools or by request to support.
Self-Hosted Deployments are not covered by Island Pitch's backup program. Customer is solely responsible for backing up its self-hosted environment.
7. Status Page and Incident Communication
Island Pitch maintains an operational status page (linked from the in-product admin dashboard) where it posts ongoing incidents and maintenance windows. Material incidents are also communicated by email to the account owner.
8. Sole Remedy
Service credits issued under this SLA are Customer's sole and exclusive remedy for any failure to meet the Monthly Uptime Commitment, support response targets, or any other commitment in this SLA.
9. Updates
Island Pitch may update this SLA from time to time. For Order-Form customers, the SLA in effect at the start of the then-current term will apply for the remainder of that term unless the parties agree otherwise in writing. For self-service customers, updates take effect on the next renewal.