Service Level Agreement

This Service Level Agreement (the "SLA") is part of, and subject to, the BidGlory End-User License Agreement (EULA) and the Subscription & Support Terms between the Customer and ProjectThunder.com, Inc. ("Provider"). Where they conflict, the EULA and Subscription Terms' limitation-of-liability controls.

1. Scope

This SLA applies only to Provider-hosted ("managed") plans — the Hosting plan and the hosting bundled into the Custom Dev Path. Self-hosted / open-source installations carry no SLA. Per-incident support purchases carry the response targets in §4 but no uptime commitment.

Technology Preview. BidGlory is offered as a Technology Preview. Features labeled preview, beta, or experimental are excluded from all uptime and response commitments and are provided "as is."

2. Uptime commitment

Uptime is measured per calendar month as (Total minutes − Excluded minutes − Downtime minutes) ÷ (Total minutes − Excluded minutes) × 100. "Downtime" means the managed application is wholly unavailable for the Customer's instance, as measured by Provider's monitoring, which is the authoritative record. The committed target depends on the Customer's hosting tier:

• Hosting — Standard ($299/mo): 99.5% monthly uptime. Shared infrastructure.
• Hosting — Business ($899/mo): 99.9% monthly uptime. Dedicated resources, staging environment, and point-in-time restore.
• Hosting — Enterprise (from $2,500/mo): 99.9% monthly uptime as a floor, with high availability, disaster recovery, and agreed RTO/RPO targets set in the Customer's order form. Where that order form states a different commitment, it controls over this section.
• Custom Dev Path: the bundled hosting carries the Standard commitment (99.5%) unless the Customer also subscribes to a higher hosting tier.

3. Exclusions

The following never count as Downtime:

• Scheduled maintenance — a recurring window of Sundays 00:00–06:00 Pacific, plus any window announced at least 24 hours in advance.
• Emergency maintenance — security patches or urgent fixes, with notice when practicable.
• Force majeure — events beyond Provider's reasonable control (natural disasters, network/utility/cloud-provider failures, DNS/registrar outages, attacks, changes in law).
• Third-party services — PayPal, email providers, upstream hosting, Customer-side networks/ISPs, or any component not operated by Provider.
• Customer-caused issues — Customer's configuration, integrations, code, data volumes, or misuse; use outside documented requirements.
• Suspension for non-payment, breach, or violation of the acceptable-use policy; and any free, trial, or preview account.

4. Support response targets

Response = Provider's first substantive reply during business hours (Mon–Fri, 9:00–17:00 Pacific, excluding US holidays). These are good-faith targets, not guarantees, and are not backed by credits.

• Open source (self-host): community forum only.
• Per-incident ($299): 1 business day — one indivisible issue.
• Hosting — Standard: 1 business day; service-affecting issues same/next business day.
• Hosting — Business: priority — next business day, and same business day for service-affecting issues reported before 14:00 Pacific. Includes a quarterly review call.
• Hosting — Enterprise: priority as above, plus a named engineer and any response commitments stated in the Customer's order form.
• Custom Dev Path: priority — next business day, plus the plan's included monthly calls; issues addressed within the plan's dev hours.

5. Service credits — sole and exclusive remedy

If Provider fails to meet the Customer's tier target in §2 (the "Target") in a month, the Customer's sole and exclusive remedy is a service credit against a future invoice. Bands are measured against the Customer's own Target, so a Business or Enterprise instance earns a credit at 99.7% where a Standard instance would not:

• Below Target but ≥ 99.0% → 5% of that month's hosting fee
• 95.0% – <99.0% → 10%
• <95.0% → 20%

Credit terms: total credits in any month are capped at 30% of that month's hosting fee; credits apply only to the hosting fee (never dev hours, support fees, taxes, or one-time charges); Customer must request the credit in writing within 30 days of the affected month (Provider's monitoring is authoritative); credits apply to future invoices only, are not redeemable for cash, and are forfeited on termination. No credit is due while the account is past due, suspended, in trial, or in breach.

6. General

This SLA does not increase Provider's aggregate liability, which remains capped as stated in the EULA and Subscription Terms. Provider may amend this SLA on 30 days' notice; continued use after the effective date is acceptance. Nothing here creates any commitment for self-hosted deployments. Governed by the laws of the State of California.