Service Level Agreement

Effective date: October 1, 2026  ·  Fullstakrs LLC

1. Applicability

This Service Level Agreement ("SLA") applies only to organizations subscribed to the Enterprise plan. It supplements, and is part of, the Terms of Service. Starter and Professional plans are provided on a best-effort basis without a committed uptime percentage or service credits.

This SLA covers the "Covered Service" — the core habitatHQ web application (sign-in, animal records, task and shift management, and the other primary workflows of the Service) running on your organization's dedicated deployment. It does not separately cover individual integrations or features addressed in Section 5.

2. Definitions

  • Downtime — any period in which the Covered Service is unreachable or returns server errors for substantially all requests, as measured by our monitoring systems, excluding anything described in Section 5.
  • Measurement Period — one calendar month.
  • Uptime Percentage — the percentage of minutes in a Measurement Period during which the Covered Service was not in Downtime.
  • Scheduled Maintenance — planned Downtime announced in advance under Section 4.

3. Uptime Commitment

We target an Uptime Percentage of 99.5% per Measurement Period for the Covered Service on your Enterprise deployment. This works out to roughly three and a half hours of allowable Downtime per month.

We're a small team running on conventional cloud infrastructure, not a multi-region, automatically-failing-over architecture. 99.5% reflects what we can realistically stand behind given that, not an aspirational number — if that changes as the infrastructure matures, we'll revisit this number, not before.

4. Scheduled Maintenance

We will provide at least 48 hours' advance notice (by email to your organization's directors) before any Scheduled Maintenance expected to cause Downtime. Where practical, we perform maintenance outside normal business hours in US Eastern Time. Scheduled Maintenance does not count against the Uptime Percentage.

Emergency maintenance to address a security vulnerability or active incident may be performed without advance notice; we will notify you as soon as reasonably possible.

5. Exclusions & Third-Party Dependencies

The Service depends on a number of third-party providers we don't control. Downtime or degraded functionality caused by the following is excluded from the Uptime Percentage calculation and is not eligible for a Service Credit:

  • Hosting & network infrastructure — outages at our underlying hosting/VPS provider, upstream internet backbone, or DNS resolution outside our own DNS configuration.
  • Stripe — if Stripe is unavailable, billing and subscription-management functions may be affected even while the rest of the Covered Service is up.
  • SignalWire / Twilio — SMS delivery failures caused by your SMS provider are excluded; the Covered Service itself (viewing and completing the underlying task) is not considered down solely because an SMS reminder didn't send.
  • Google — if your organization uses Google Sign-In, an outage of Google's OAuth infrastructure may prevent sign-in through that method even while the Covered Service itself is otherwise available.
  • AI providers (Anthropic, Groq, Google Gemini, Tavily) — AI features run on your organization's own API keys with these providers; their availability, rate limits, and performance are outside our control and are not part of the Covered Service.
  • DDoS and other malicious traffic directed at the Service or its infrastructure.
  • Force majeure — events beyond our reasonable control, including natural disasters, war, and widespread internet or power disruptions.
  • Customer-caused issues — misconfiguration by your organization, issues with your own network or devices, or exceeding documented usage limits.
  • Scheduled Maintenance performed under Section 4.

6. Service Credits

If the actual Uptime Percentage for a Measurement Period falls below the commitment in Section 3, you may request a Service Credit applied toward a future invoice, according to this schedule:

  • 99.0%–99.49% Uptime — 10% of that month's subscription fees
  • 95.0%–98.99% Uptime — 25% of that month's subscription fees
  • Below 95.0% Uptime — 50% of that month's subscription fees

Service Credits are calculated against the Enterprise subscription fees actually paid for the affected Measurement Period and have no cash value. Total Service Credits in any Measurement Period will not exceed 50% of that period's fees.

7. Claim Process

To request a Service Credit, email support@habitathq.org within 15 days of the end of the affected Measurement Period, including the dates and approximate times of the Downtime you experienced. We will compare your report against our own monitoring and incident records and respond within 10 business days with our determination.

We keep our own uptime monitoring and incident logs as the basis for these determinations; if our records and your report disagree about whether or for how long the Covered Service was actually down, our monitoring records govern.

8. Limitations

Service Credits are your sole and exclusive remedy for any failure to meet the Uptime Percentage in Section 3. This SLA does not apply during a free trial, to the Starter or Professional plans, or to any feature explicitly marked as beta or preview.

This SLA is part of, and subject to, the Limitation of Liability and other terms in the Terms of Service.

9. Changes to This SLA

We may update this SLA from time to time. We will notify Enterprise customers of material changes (including any change to the uptime commitment or credit schedule) by email at least 30 days before they take effect.

10. Contact

Questions about this SLA, or to report a suspected outage: