Service Level Agreement

Overview

• This SLA is part of the Terms of Service. If there is a conflict, this SLA controls for availability and credits.
• We measure availability across core production features used by paying customers.

Definitions

• Outage: When 5% or more of users cannot use a core function (upload, transcription, summary generation, or export) for 5 consecutive minutes due to service-side errors or 5xx responses.
• Monthly uptime percentage: 100 × [1 − (downtime minutes ÷ total minutes in month)].
• Exclusion window: Planned maintenance with notice, force majeure, customer-side incidents, and third-party network or device failures.

Availability and Maintenance

• Target uptime: 99.9% monthly for production workloads (max 43.2 minutes downtime on a 30-day month).
• Maintenance: Planned maintenance is scheduled during low-usage windows with at least 7 days' notice when downtime is expected. Emergency security patches may occur with shorter notice.
• Performance goal: p95 synchronous API responses ≤ 5 seconds for typical payloads; speech first-token ≤ 5 seconds (not a guarantee but an operational goal).

Support

• Email and in-app support for all plans.
• Starter/Light: best-effort within 24 hours on business days.
• Business/Team: initial response within 4 business hours; progress updates until mitigation.

Service Credits

If monthly uptime falls below target for reasons not excluded, service credits apply as the sole remedy.

Exclusions

• Customer-side issues: device, browser, network, firewall, misconfiguration, or quota exhaustion.
• Planned maintenance with proper notice, or emergency security maintenance performed with commercially reasonable notice.
• Beta or preview features, or third-party integrations outside our control.
• Force majeure events beyond reasonable control (e.g., natural disasters, war, major cloud provider outage).
• Abuse, ToS violations, or use outside documented limits.

Credit Claims

• Submit a credit request within 30 days after the month of the outage to mk@brfl.cc with dates, times, impact, and logs if available.
• We will verify using our monitoring data and respond within 30 days. Credits apply to future invoices or metered balances; cash refunds are at our discretion where allowed by law.

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