Service Level Agreement.

This page describes the Service Level Agreement (SLA) framework that ASOLOOP offers Teams customers in executed Teams agreements. The terms below take effect for a customer only when an executed Teams agreement incorporates this SLA by reference or includes equivalent terms.

Starter and Pro tiers are provided on a commercially reasonable best-effort basis. No uptime SLA, service-credit schedule, or credit-claim process applies at Starter or Pro tiers per the Terms of Service § 9.

ASOLOOP targets 99.9% monthly uptime for the production application and HTTP API surface for Teams customers, measured per the methodology below.

99.9% monthly uptime corresponds to a maximum of approximately 43 minutes of unscheduled downtime per calendar month.

Monthly uptime is measured against the production application and HTTP API endpoints as observed by ASOLOOP synthetic checks running every 60 seconds from three geographic regions. A check failing in two consecutive intervals from at least two regions is recorded as an outage; the outage duration begins at the first failed check and ends at the first successful check thereafter.

Customer-reported outages may be incorporated into the monthly calculation upon ASOLOOP verification. Disputes over measurement are resolved via good-faith review of the synthetic-check log; the log is retained for at least 90 days.

The following events are excluded from uptime calculation:

• Scheduled maintenance. Maintenance windows announced at least 24 hours in advance and carried out within the announced window.
• Force majeure. Events beyond reasonable control, including but not limited to acts of God, war, civil unrest, natural disasters, internet backbone failures, and DDoS attacks of a magnitude that cannot be mitigated by industry-standard practices.
• Customer-induced outages. Outages caused by customer misconfiguration, customer-supplied invalid data, customer-side integration failures (MMP credentials, BYOK API key revocation, app store API credential expiry), or actions taken by the customer or its agents.
• Third-party dependency outages. Outages caused by upstream provider failures (cloud infrastructure provider, payment processor, MMP provider, app store API). ASOLOOP commits to transparent communication on such outages but does not assume credit responsibility for them.
• Beta / preview features. Features explicitly labelled as beta, preview, or experimental are excluded from SLA measurement during their preview period.

When monthly uptime falls below the 99.9% target, the customer is eligible for service credits per the schedule below. Credits apply against the next monthly invoice for the affected Teams subscription.

Credits are the customer’s sole and exclusive remedy for SLA misses. Credits do not exceed the monthly fee paid for the affected billing cycle and do not accrue across cycles.

To claim a service credit for a monthly billing cycle in which uptime fell below target, email sales@asoloop.com with subject line [sla] credit claim within 30 days of the close of the affected billing cycle. Include the affected dates, the impact observed, and (where applicable) timestamps from the customer side.

ASOLOOP responds within 10 business days with the synthetic-check log for the affected period and the credit determination. Approved credits appear on the next invoice.

The SLA covers uptime; Teams support response is governed by the executed Teams agreement and supplements (not replaces) this SLA. Default targets (subject to executed-agreement override):

• Severity 1(production outage affecting all users) — first response within 1 hour, 24x7.
• Severity 2(production degradation affecting some users or workflows) — first response within 4 business hours.
• Severity 3(non-blocking issue or question) — first response within 1 business day.
• Severity 4(feature request, general inquiry) — first response within 3 business days.

ASOLOOP may update the SLA framework on this page. Material updates are communicated to existing Teams customers at least 30 days before they apply; the version in your executed agreement supersedes the published framework for your subscription term.