Service Level Agreement (SLA)
Last updated: July 9, 2026
Scope of this document: This document governs the terminalstreet.com website and TerminalStreet's business (B2B) services only. TerminalStreet LLC also builds, hosts, owns, operates, and/or is credited on separate products, applications, and websites — including consumer applications and platforms operated by separate legal entities. Each such product is governed exclusively by its own legal terms published at its own domain. The policies on this site do not apply to users of those products except where a product document expressly incorporates them by name, and in any conflict the product document controls for that product. See Products & Scope.
This Service Level Agreement ("SLA") forms part of the agreement between TerminalStreet LLC. ("TerminalStreet," "we," or "us") and the customer ("Customer" or "you") for the provision of services.
1. Service Commitment
TerminalStreet will use commercially reasonable efforts to make its services available with a Monthly Uptime Percentage as set forth below. In the event that TerminalStreet does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
2. Definitions
- "Monthly Uptime Percentage" means the total number of minutes in a month, minus the number of minutes of Downtime experienced in a month, divided by the total number of minutes in a month.
- "Downtime" means when the applicable service is unavailable due to failure of TerminalStreet's infrastructure, as measured and reported by TerminalStreet.
- "Scheduled Downtime" means planned maintenance windows when services may be unavailable, with advance notice provided to customers.
- "Service Credit" means a credit that we may credit back to an eligible account.
3. Service Level Tiers
3.1 Subscription Service Tiers
| Subscription Tier | Price | Monthly Uptime Percentage | Service Credit |
|---|---|---|---|
| Free | $0/month | ≥ 99.0% | N/A |
| Pro | $29/month | ≥ 99.5% | 10% of monthly fee |
3.2 Custom Service Tiers
For consulting, development projects, and enterprise services:
| Service Level | Monthly Uptime Percentage | Service Credit |
|---|---|---|
| Standard | ≥ 99.5% | 10% of monthly fee |
| Premium | ≥ 99.9% | 15% of monthly fee |
| Enterprise | ≥ 99.95% | 25% of monthly fee |
4. Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for the applicable service for the monthly billing cycle in which the Downtime occurred, applied proportionally to the services that were unavailable.
We will apply any Service Credits only against future payments for the applicable services otherwise due from you. Service Credits will not entitle you to any refund or other payment from TerminalStreet. Service Credits may not be transferred or applied to any other account.
5. Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by sending an email to [email protected]. To be eligible,
- Include "SLA Credit Request" in the subject line
- Include the dates and times of each Downtime incident that you are claiming
- Include your account or domain names
- Be received by us within 30 days after the billing cycle in which the incident occurred
If the Monthly Uptime Percentage of such request is confirmed by TerminalStreet and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request was confirmed by us.
6. SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of services, or any other performance issues that:
- Result from Scheduled Downtime
- Are caused by factors outside of our reasonable control, including force majeure events
- Result from any actions or inactions of you or any third party
- Result from your equipment, software, or other technology
- Arise from our suspension or termination of your right to use the services in accordance with our Terms of Service
- Are caused by exceeding usage or service limit parameters, as outlined in service documentation
- Are due to beta or trial services features that are clearly marked as such
7. Support Response Times
7.1 Subscription Tier Support
| Severity Level | Description | Free Tier | Pro Tier |
|---|---|---|---|
| Critical (P1) | Service unavailable for all users | 4 hours | 2 hours |
| High (P2) | Major functionality impaired | 8 hours | 4 hours |
| Medium (P3) | Non-critical feature unavailable | 24 hours | 8 hours |
| Low (P4) | General question or feature request | 48 hours | 24 hours |
7.2 Custom Service Support
| Severity Level | Description | Standard Response | Premium Response | Enterprise Response |
|---|---|---|---|---|
| Critical (P1) | Service unavailable for all users | 2 hours | 1 hour | 30 minutes |
| High (P2) | Major functionality impaired | 4 hours | 2 hours | 1 hour |
| Medium (P3) | Non-critical feature unavailable | 8 hours | 4 hours | 2 hours |
| Low (P4) | General question or feature request | 24 hours | 12 hours | 8 hours |
8. Technical Support
8.1 Subscription Support
TerminalStreet provides technical support based on your subscription tier:
- Free Tier: Community forum access and basic email support
- Pro Tier ($29/month): Priority email support and advanced analytics access
8.2 Custom Service Support
For consulting, development, and enterprise services:
- Standard Support: Email support during business hours (9am-5pm Eastern Time, Monday-Friday, excluding holidays)
- Premium Support: Email and chat support extended hours (8am-8pm Eastern Time, Monday-Friday, excluding holidays)
- Enterprise Support: 24/7 email, chat, and phone support with dedicated account manager
9. Changes to SLA
TerminalStreet reserves the right to modify this SLA at any time, with modifications effective upon posting to our website or notification to you through other means. It is your responsibility to review this SLA periodically.
10. Sole Remedy
Service Credits provided pursuant to this SLA will constitute your sole and exclusive remedy for any failure by TerminalStreet to meet the Service Commitments outlined in this SLA.
Last Updated: July 9, 2026