Service Level Agreement

This Service Level Agreement ("SLA") applies to paid subscriptions to the Citations.io platform during the subscription term. It does not apply to 5-day trials, free tiers, beta features, or any portion of the Service that is expressly excluded.

We will use commercially reasonable efforts to make the Service available with 99.5% Monthly Uptime for Pro plans and 99.9% Monthly Uptime for Enterprise plans, measured over each calendar month.

• "Monthly Uptime" = (Total minutes in the month - Downtime) ÷ Total minutes in the month, expressed as a percentage.
• "Downtime" means a period during which the core authenticated application is unavailable due to a fault in the Service, as measured by our external monitoring.
• Downtime does not include unavailability caused by Excluded Events (section 5).

If Monthly Uptime falls below the commitment, Customer is entitled to a service credit as follows, applied to the next monthly invoice:

Service credits are calculated as a percentage of the monthly fee for the affected month. Credits are the sole and exclusive remedy for breach of this SLA.

The following do not count as Downtime:

• Scheduled maintenance announced at least 48 hours in advance.
• Emergency maintenance required to address a security or stability issue.
• Failures of third-party services outside our control, including upstream AI providers (OpenAI, Anthropic, Google, Perplexity), payment processors, email providers and search platforms.
• Force majeure events (natural disasters, war, civil unrest, governmental action, internet-backbone failures).
• Customer's acts or omissions, including misconfiguration, exceeding rate limits, or breach of the Terms or AUP.
• Connectivity issues between Customer and our edge network.
• Beta or pre-release features.

Submit a credit request to support@citations.io within 30 days of the end of the affected month. Include the dates and times of the incidents, any error logs or correlation IDs, and the affected account. Credits are applied to the next invoice and are not paid in cash.

We may update this SLA from time to time. We will not materially reduce the commitments above during a paid term that has already been invoiced.