Service Level Agreement
This Service Level Agreement (SLA) describes the availability target, service credits, and support response targets for the Trooth platform. It forms part of the Terms of Service between Trooth, LLC and the customer.
While Trooth is free: Trooth is provided at no charge, so there are no subscription fees for a service credit to be calculated against and the credit schedule below does not currently apply to anyone. Trooth still holds itself to the 99.5% uptime target and still publishes availability on the status page. There are no plans and nothing to buy today. The terms below take effect for a Trooth service the day it becomes a paid subscription.
Uptime target
Trooth aims for 99.5% monthly uptime across the platform, measured per calendar month. This is the same target published on the status page, measured there by an external monitor. Trooth is provided at no charge and is offered as-is, so the target is what Trooth aims at and publishes against, not a contractual guarantee.
Scheduled maintenance
Scheduled maintenance is announced at least 48 hours in advance on the status page and is excluded from uptime calculations.
Service credits
If monthly uptime falls below the target, a paying customer may request a service credit calculated as a percentage of that month's fees:
| Monthly uptime | Service credit |
|---|---|
| 99.0% to less than 99.5% | 10% |
| 95.0% to less than 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied on request submitted within 30 days of the affected month and are the customer's sole and exclusive remedy for any failure to meet the uptime target.
Exclusions
The uptime target and service credits do not apply to downtime caused by:
- Customer misconfiguration, including incorrect integration setup or invalid credentials.
- Outages of third-party platforms outside Trooth's reasonable control (for example, cloud, DNS, or upstream network providers).
- Force majeure events, including natural disaster, government action, and widespread internet failure.
- Periods during which the customer's account is suspended for violation of the Acceptable Use Policy.
Support response targets
- Every account (free)
- Email support, best-effort.
All targets are measured during business hours (US Eastern), excluding weekends and US public holidays.
For SLA questions or to request a service credit, contact support@trooth.co.