Service Level Agreement — ClaimCMR

This Service Level Agreement (“SLA”) applies to all customers on a paid ClaimCMR subscription (Starter, Growth, or Professional). It is incorporated into the Terms of Service. Free Trial accounts are not covered by this SLA.

1. Uptime Commitment

99.5% Monthly Uptime

ClaimCMR commits to maintaining 99.5% availability of the Service per calendar month, measured as the percentage of total minutes in the month during which the Service is operational and accessible.

Uptime Calculation

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Exclusions

The following are excluded from downtime calculations:

Scheduled maintenance (notified at least 48 hours in advance)
Downtime caused by third-party infrastructure providers (Vercel, Supabase, Cloudflare) beyond ClaimCMR's reasonable control
Force majeure events (natural disasters, internet backbone outages, government action)
Customer-side issues (browser, network, DNS, firewall)
Abuse or misuse of the Service in violation of the Acceptable Use Policy

2. Service Credits

If ClaimCMR fails to meet the 99.5% uptime commitment in a given month, affected customers are entitled to service credits:

Monthly Uptime	Service Credit
99.0% – 99.49%	5% of monthly fee
95.0% – 98.99%	10% of monthly fee
90.0% – 94.99%	25% of monthly fee
Below 90.0%	50% of monthly fee

Important: Service credits are the sole and exclusive remedy for downtime. Credits are applied to the next billing cycle and are not redeemable for cash. Credits do not constitute a refund. Maximum credit per month: 50% of that month's subscription fee.

How to Claim Credits

Email hello@claimcmr.com with subject “SLA Credit Request”
Include the date(s) and approximate time(s) of the downtime event
Credits must be requested within 30 days of the downtime event
ClaimCMR will verify the claim against server logs and respond within 5 business days

3. Support Response Times

Severity	Definition	Response Time
Critical	Service completely unavailable or data loss	4 hours
High	Major feature broken, no workaround	8 business hours
Normal	Feature issue with workaround available	1 business day
Low	Question, enhancement request, minor cosmetic	2 business days

Business hours: Monday to Friday, 09:00 – 18:00 CET (Central European Time), excluding Lithuanian public holidays. Support is provided via email at hello@claimcmr.com.

4. Scheduled Maintenance

Scheduled maintenance is performed during low-traffic windows, typically weekends 02:00–06:00 CET
We provide at least 48 hours' advance notice for scheduled maintenance via email to account administrators
Emergency security patches may be applied without advance notice — affected customers will be notified immediately after

5. Data Durability

Daily automated backups with EU-region storage
Point-in-time recovery capability via Supabase infrastructure
ClaimCMR's obligation to restore from backup is limited to the most recent daily backup. ClaimCMR is not liable for data loss between backup intervals.

6. Limitations

(a) This SLA does not apply to Free Trial accounts
(b) Service credits are the sole and exclusive remedy for any failure to meet SLA commitments — they do not entitle Customer to any refund, termination right, or damages claim
(c) ClaimCMR's total service credit obligation in any month shall not exceed 50% of that month's subscription fee
(d) This SLA is subject to the liability limitations set forth in the Terms of Service Section 8
(e) ClaimCMR reserves the right to modify this SLA with 30 days' written notice to active customers