Service Level Agreement (SLA)

PackMesh targets 99.5% monthly uptime for production application services in each calendar month, excluding scheduled maintenance and excluded events described below.

• Monthly Uptime Percentage: total minutes in the month minus unavailable minutes, divided by total minutes in the month.
• Unavailable minutes: periods when users cannot access core production functionality due to PackMesh-controlled failures.
• Scheduled maintenance: announced maintenance windows communicated in advance where reasonably practicable.

If monthly uptime drops below 99.5%, eligible customers may request credits as follows:

• 99.0% to 99.49% uptime: 5% credit of the affected month's subscription fees.
• 95.0% to 98.99% uptime: 10% credit of the affected month's subscription fees.
• Below 95.0% uptime: 20% credit of the affected month's subscription fees.

Service credits are the sole and exclusive remedy for SLA shortfalls and are applied to future invoices.

To request credits, email packmeshapp@gmail.com within thirty (30) days after the month in which the SLA shortfall occurred. Include your account details, incident timeline, and supporting records.

The SLA does not apply to downtime caused by:

• Scheduled maintenance and emergency maintenance.
• Force majeure events and internet or carrier failures outside PackMesh control.
• Customer systems, integrations, or misuse of the service.
• Suspension actions permitted under the Terms of Service.
• Beta, preview, or trial features designated as non-production.

PackMesh may update this SLA by posting a revised version. Material changes apply prospectively and do not retroactively reduce already-earned credits.