Service Level Agreement

This Service Level Agreement (SLA) describes the availability and support targets that apply to all paying Texloom Studio plans (Starter, Pro, Studio Max). Free-tier accounts are provided as-is without an SLA — we still aim for the same uptime, but no remediation applies.

Service availability is measured monthly as the percentage of minutes during which the public application (`https://texloom.studio`) returns a successful HTTP response, excluding scheduled maintenance windows announced at least 24 hours in advance.

99.5% monthly uptime for paying plans. That works out to a maximum of ~3.6 hours of unscheduled downtime per 30-day month.

Excluded from the calculation:

• Scheduled maintenance windows (announced ≥24h in advance via email or [/changelog](/changelog))
• Outages caused by your network, ISP, or device
• Failures of integrated third-party services (AI inference providers, payment gateway, CDN) where the third party's own status confirms the issue
• Force-majeure events (natural disasters, infrastructure-provider outages, government action)

You can monitor real-time service health at our [status page](/status).

Response targets (acknowledgement, not resolution) for tickets opened via the in-app Support inbox or [[email protected]](mailto:[email protected]):

| Severity | Target response | Examples |
| --- | --- | --- |
| Critical | 4 business hours | Service-wide outage, data loss, payment processing broken |
| High | 1 business day | Specific tool failing for multiple users, billing dispute |
| Standard | 2 business days | Feature questions, single-user issues, account changes |

Business hours: Monday–Friday, 09:00–18:00 IST, excluding Indian public holidays. Outside business hours we still triage Critical tickets, but won't always action Standard ones until the next business day.

If we miss the 99.5% monthly uptime target on a paid plan and the cause is within our control:

• We'll automatically credit your account with bonus credits worth 10% of your monthly plan fee for every full hour past the SLA threshold, up to one full month's plan value.
• Credits are applied within 5 business days of the affected month closing.
• You don't need to ask — our internal availability dashboard triggers the credit.

If you believe we missed the target and didn't credit you, contact [[email protected]](mailto:[email protected]) within 30 days of the affected month and we'll review.

For larger commitments (≥25 seats or ≥₹1,00,000 ARR) we can negotiate a tailored SLA with stricter uptime targets, faster response commitments, monetary service credits, and a dedicated account contact.

Email [[email protected]](mailto:[email protected]) to start the conversation.

We may update this SLA from time to time. Reductions in commitments require at least 30 days notice via the email on your account. Improvements can take effect immediately. The "Last updated" date below tracks revisions.