This Service Level Agreement ("SLA") describes the availability commitment for Sprigr's cloud-hosted services, including Sprigr Search and Sprigr Team (collectively, the "Services"). This SLA applies to customers on paid plans and is subject to the Terms of Service.
1. Definitions
"Downtime" means a period where the Services are materially unavailable, as measured by Sprigr's server-side monitoring. Downtime is calculated in minutes, rounded up to the nearest minute.
"Monthly Uptime Percentage" means total minutes in a calendar month minus Downtime minutes, divided by total minutes in that month, expressed as a percentage.
"Service Credit" means a percentage of the monthly fees for the affected Service, credited to a future invoice. Service Credits are not redeemable for cash.
"Excused Downtime" means unavailability caused by any of the exclusions listed in Section 4.
2. Service level commitment
Sprigr commits to a Monthly Uptime Percentage of 99.9% for all paid plans. This equates to no more than approximately 43 minutes of Downtime per calendar month.
Uptime is measured by Sprigr's internal monitoring systems. Excused Downtime is not counted when calculating the Monthly Uptime Percentage.
3. Service credits
If we fail to meet the uptime commitment in a given calendar month, eligible customers may request a Service Credit according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly fees |
| 95.0% to 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Service Credits are capped at 50% of the monthly fees for the affected Service in the relevant month. Credits are applied to the next invoice and cannot be carried forward beyond 12 months.
4. Exclusions
The following are not counted as Downtime and do not qualify for Service Credits:
- Scheduled maintenance. Planned maintenance with at least 24 hours notice via email or the Sprigr status page.
- Emergency maintenance. Urgent patches for security vulnerabilities or critical issues, performed with as much notice as reasonably practical.
- Third-party services. Outages of upstream providers, including AI model providers, payment processors, DNS, or authentication services.
- Customer-caused issues. Problems resulting from your code, configurations, integrations, or exceeding documented rate limits.
- Force majeure. Events beyond reasonable control, including natural disasters, war, government action, or widespread internet failures.
- Beta and preview features. Functionality explicitly labelled as beta, preview, or experimental.
- Free and trial plans. This SLA applies only to paid plans.
- Unauthorised access. Downtime resulting from breach of the Terms of Service or acceptable use violations.
5. Support response times
Sprigr provides technical support based on issue severity and plan tier. Response times refer to the first meaningful response, not resolution.
| Severity | Description | Response time |
|---|---|---|
| Critical (P1) | Service completely unavailable in production, no workaround | 1 hour |
| High (P2) | Major feature degraded, workaround available | 4 business hours |
| Medium (P3) | Minor feature issue, low impact | 1 business day |
| Low (P4) | General question or cosmetic issue | 2 business days |
Business hours are Monday to Friday, 9:00 AM to 6:00 PM AEST, excluding Australian public holidays. Critical (P1) issues are monitored outside business hours for Business and Enterprise plans.
6. How to request a credit
To request a Service Credit, email support@sprigr.com within 30 days of the incident. Include:
- Your account or company name
- Date and time of the Downtime (with timezone)
- Description of how the outage affected your use
Sprigr will review the request against our monitoring data and respond within 10 business days. If approved, the credit will be applied to your next invoice.
7. Sole remedy
Service Credits are your sole and exclusive remedy for Downtime. This SLA does not modify or override any limitation of liability in the Terms of Service.
8. Changes to this SLA
Sprigr may update this SLA with at least 30 days written notice. Changes will not reduce the uptime commitment during an active billing period. The current version is always available at sprigr.com/sla.
9. Contact
Questions about this SLA:
SprigR Pty Ltd (ABN 55 697 506 068), trading as Sprigr
Gold Coast, Queensland, Australia