Service Level Agreement

This SLA defines uptime commitments, support standards, and remedies for production use of the Series platform.

Uptime commitment

Series guarantees 99.99% monthly availability for the production environment. Availability is measured by automated monitoring systems using five global probes checking service reachability every sixty seconds.

Downtime occurs when all standard API endpoints and the web application return HTTP 5xx errors or fail to respond within thirty seconds for more than one minute. Customer network issues, ISP problems, or configuration errors don't count toward downtime calculations.

Exclusions

The availability guarantee excludes:

• Planned maintenance (maximum four hours monthly with 24-hour notice)
• Force majeure events
• DDoS attacks exceeding third-party scrubbing capacity
• Upstream cloud provider failures during active failover procedures

Service Credits

Paying customers can request credits within 30 days if monthly availability falls below 99.99%:

• 99.91% to 99.99%: 10% credit
• 99.00% to 99.90%: 25% credit
• Below 99.00%: 50% credit

Credits apply to your next invoice and represent your sole remedy for availability failures. Free tier users aren't eligible for credits or compensation.

Infrastructure

Series operates across multiple cloud providers (Google Cloud, AWS, IBM Cloud, Hetzner, Linode, Vercel) with Akamai edge services, Imperva DDoS protection, and Arkose Labs fraud prevention. Geo-redundant replication enables automated failover without data loss.

This SLA is governed by West Virginia law and supersedes other agreements solely regarding service-level matters.