Service Level Agreement
Effective 2026-05-18 · Applies to all paid tiers
Draft — pending counsel review. Substantive terms below are binding; minor language may be refined.
1. Uptime commitment
EpochCore commits to the following monthly uptime per tier, measured
on the calendar month as availability of the relevant production
endpoints:
- Mesh Starter — 99.5% (monthly downtime allowance
≈ 3h 39m)
- Mesh Pro — 99.9% (≈ 43m 50s)
- Mesh Enterprise — 99.95% (≈ 21m 55s)
- EpochPay — 99.5%
- shortSQUEEZE — 99.5%
2. Service credits
If we miss the monthly uptime target on a tier, you are entitled to a
service credit applied to your next monthly invoice:
- Below target but ≥ 99.0% — 10% credit
- ≥ 95.0% and < 99.0% — 25% credit
- < 95.0% — 50% credit
Service credits are your sole and exclusive remedy for downtime.
Credits do not cash out; they offset future invoices and expire 12
months after issue.
3. Exclusions
Downtime caused by the following does not count against uptime:
- Scheduled maintenance announced ≥ 48 hours in advance (≤ 4 hours
per calendar month total).
- Force majeure: acts of God, war, terrorism, government action,
labor action, internet backbone outages outside our control,
DDoS attacks targeting the Service from a third party.
- Customer-caused outages: misuse, rate-limit violation, account
suspension for non-payment or Terms violation.
- Outages of upstream vendor services (Stripe, Cloudflare,
Resend) where we have followed reasonable failover procedures.
4. How to claim a credit
Email support@epochcoreqcs.com
within 30 days of the affected month with: (a) the affected tier and
endpoint(s), (b) approximate window of unavailability, (c) any
correlation IDs from our status page. We'll respond within 10 business
days with a credit determination.
5. Status and transparency
Real-time status: status.epochcoreqcs.com
(28-endpoint monitoring with 7-day uptime bars). All paid operations
carry sealed audit envelopes verifiable independent of our claims.
6. Support response targets
- Mesh Enterprise — 1 business hour first response,
24×7 on-call for severity-1 issues.
- Mesh Pro — 4 business hours first response,
business hours coverage.
- Mesh Starter / EpochPay / shortSQUEEZE —
1 business day first response.
7. Changes
We'll announce material changes here with the effective date. Existing
paid periods are honored at the SLA in effect at the start of the period.