Legal
Service Level Agreement
Last updated: July 18, 2026
This Service Level Agreement (“SLA”) describes the uptime commitment, support response times, and remedies Clientish Co Inc (“Clientish”) provides for the Clientish platform (the “Service”). It forms part of, and should be read together with, our Terms & Conditions.
1. Uptime Commitment
| PLAN | UPTIME TARGET | SERVICE CREDIT |
|---|---|---|
| Starter / Growth | 99.5% | — |
| Pro | 99.9% | Up to 10% of monthly fee |
| Enterprise | 99.95% | Up to 25% of monthly fee |
Uptime is measured monthly, excluding scheduled maintenance (announced at least 48 hours in advance) and outages caused by factors outside Clientish’s reasonable control (force majeure, third-party payment gateway outages, Customer’s own network issues).
2. Support Response Times
| SEVERITY | STARTER / GROWTH | PRO | ENTERPRISE |
|---|---|---|---|
| Critical (Service Down) | 24 hrs | 4 hrs | 1 hr |
| High (Major Feature Down) | 48 hrs | 12 hrs | 4 hrs |
| Normal (General Question) | 3 business days | 1 business day | 4 business hrs |
Response time is measured from when a support ticket is submitted through the Service to our first reply. Resolution time varies by issue complexity.
3. Requesting a Service Credit
Eligible Pro and Enterprise customers who experience uptime below their plan’s target in a given calendar month may request a service credit by contacting support@clientish.co within 30 days of the incident. Verified credits are applied to a future invoice and are the sole remedy under this SLA — they are not issued as cash refunds.
4. Scheduled Maintenance
We may perform scheduled maintenance that temporarily affects availability. We will provide at least 48 hours’ notice by email or in-product notice wherever possible, and will schedule maintenance outside of peak usage hours when practical.
5. Exclusions
This SLA does not apply to unavailability caused by: factors outside our reasonable control; Customer’s equipment, software, or network connectivity; third-party services Customer integrates independently; or actions/inactions of Customer or its users that materially contribute to the unavailability.
6. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated by email or through the Service before they take effect.
7. Contact Us
Questions about this SLA can be sent to support@clientish.co.