Service Level Agreement

Last updated: July 6, 2026

This SLA describes the availability commitment MeraFlow LLC makes for the MeraFix platform (admin dashboard, booking sites, AI phone answering, technician app APIs). It supplements the Terms of Service and the credit mechanics in the Refund & Cancellation Policy.

1. Uptime target

We target 99.9% monthly availabilityof the core platform. Availability is measured per calendar month as the percentage of minutes the platform’s core request path responds successfully, based on our external monitoring and public status page. A minute counts as unavailable when the booking site or admin dashboard fails to serve requests platform-wide (not tenant-specific misconfiguration).

2. Credits

• Eligible plans: Shop and Custom (and legacy Team). Starter and Team plans (and legacy Pro) do not include SLA credits.
• Trigger: a confirmed outage exceeding 24 continuous hours in a calendar month.
• Remedy: pro-rata credit of the monthly subscription fee for the outage duration, applied to the next invoice. Credits are the sole and exclusive remedy for availability failures and are not cash-refundable.
• How to claim: email [email protected] within 30 days of the outage with the affected dates.

3. Exclusions

• Scheduled maintenance announced at least 48 hours in advance.
• Failures of third-party providers outside our control (telephony carriers, AI voice vendors, payment processors, DNS/CDN), provided we use commercially reasonable efforts to restore service.
• Tenant-specific misconfiguration, DNS changes on your domain, or AUP violations.
• Force majeure events.

4. Custom plans

Custom (13+ technicians) subscriptions may negotiate an enhanced SLA (shorter credit trigger, response-time commitments) in an order form; absent one, this SLA applies.