Legal
Service Level Agreement
Last updated: April 9, 2026
This Service Level Agreement ("SLA") applies to paid subscriptions to the FoxtInn Services and is incorporated into the Terms of Service. Free plans and trials are not covered by this SLA.
1. Uptime commitment
Foxtcon One will use commercially reasonable efforts to make the FoxtInn Services available with the following Monthly Uptime Percentages:
| Plan | Monthly uptime target |
|---|---|
| Starter | 99.5% |
| Growth | 99.9% |
| Enterprise | 99.95% |
Monthly Uptime Percentage = (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100.
2. Service credits
If we fail to meet the Monthly Uptime Percentage, you are eligible to request a service credit applied to a future invoice:
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service credits are your sole and exclusive remedy for any failure to meet this SLA. To request a credit, email support@foxtcon.com within 30 days of the incident.
3. Exclusions
Downtime does not include unavailability caused by:
- Scheduled maintenance announced at least 48 hours in advance.
- Force majeure events beyond our reasonable control.
- Failures of third-party services or networks outside our infrastructure.
- Customer misconfiguration, misuse, or breach of the Terms.
- Beta, preview, or trial features explicitly marked as such.
4. Support response times
| Severity | Definition | First response (Growth / Enterprise) |
|---|---|---|
| P1 Critical | Service down, no workaround | 1 hour / 30 minutes |
| P2 High | Major feature impaired | 4 hours / 2 hours |
| P3 Medium | Minor feature issue with workaround | 1 business day / 4 hours |
| P4 Low | General question or request | 2 business days / 1 business day |
5. Maintenance windows
Scheduled maintenance is performed during low-traffic windows whenever possible and communicated through the status page and email to admin users. Emergency maintenance may be performed without advance notice.
6. Changes
We may update this SLA from time to time. Material changes will be communicated at least 30 days in advance. Questions? Contact support@foxtcon.com.