LegalPlatform Usage
Enterprise Service Level Agreement
Version 1.0 · Effective 20 July 2026 · Last updated 20 July 2026
This Service Level Agreement (SLA) applies exclusively to clients subscribed to the Enterprise tier ($1,999/month). Lower tiers are governed by best-effort service availability without contractual uptime guarantees.
1. Uptime commitment (link to this section)
1.1 Service availability
Fulcrum commits to 97.5% uptime per calendar month, measured as the percentage of total minutes in the month minus scheduled maintenance windows.
1.2 Measurement
Uptime is measured by external monitoring from three (3) geographic points (Sydney, US East, UK/EU). A minute counts as "down" only when all three monitors confirm service unavailability.
1.3 Incident definition
An incident is defined as complete service unavailability — all API endpoints and the web dashboard are unreachable. Individual feature degradation, slow response times, or partial functionality do not constitute incidents under this SLA.
2. Service credits (link to this section)
If uptime falls below 97.5% in a calendar month (excluding scheduled maintenance), the client is entitled to service credits.
Credits must be claimed within 30 days of the incident.
Credits are applied to the next invoice. There is no cash refund.
Maximum cumulative credit per month: 50% of the monthly fee.
| Monthly Uptime | Service Credit |
|---|---|
| 97.5% or higher | No credit (commitment met) |
| 94.0% – 97.49% | 5% of monthly fee |
| 90.0% – 93.99% | 10% of monthly fee |
| Below 90.0% | 12.5% of monthly fee |
3. Scheduled maintenance (link to this section)
3.1 Standard maintenance window
First Sunday of each month, 02:00–04:00 AEST. Notified at least 48 hours in advance.
3.2 Emergency maintenance
Where possible, 4 hours' notice is provided. Emergency maintenance is used only for critical security patches or infrastructure failures.
3.3 Notification
Notified via email to account owners, in-app banner, and status page (when available).
4. Incident response targets (link to this section)
Response targets exclude scheduled maintenance windows and the exclusions in Section 5.
| Severity | Definition | Acknowledge | Resolution Target |
|---|---|---|---|
| P0 — Critical | Active service outage | 1 hour | 4 hours |
| P1 — High | Major feature degradation | 4 hours | 24 hours |
| P2 — Medium | Partial degradation, workaround exists | 24 hours | Best effort |
| P3 — Low | Minor issue, cosmetic | Best effort | Best effort |
5. Exclusions (link to this section)
Downtime caused by any of the following does not count toward uptime calculations or service credits:
Force majeure events (natural disasters, war, terrorism, pandemics, government actions).
Client misconfiguration, custom code, or unauthorised modifications.
Internet or telecommunications outages beyond our infrastructure.
Upstream provider failures (Supabase, Twilio, Stripe) beyond our reasonable control.
DDoS attacks or other malicious traffic (we mitigate using industry-standard tools).
Scheduled maintenance windows.
Client failure to provide required information or access for troubleshooting.
6. Enterprise support (link to this section)
24/7 phone support for P0/P1 incidents.
Priority email: 4-hour response for all severities during business hours.
Dedicated Slack channel (optional) for direct engineering contact.
Technical Account Manager assigned, with quarterly business reviews.
7. Claim process (link to this section)
To claim a service credit, email [email protected] within 30 days of the incident with the date and time of the incident, a description of the impact, and any support ticket numbers.
We will validate the claim against our monitoring data and apply the credit to your next invoice within 5 business days.
8. Changes to this SLA (link to this section)
We may modify this SLA with 30 days' written notice. If changes reduce the uptime commitment or increase exclusions, Enterprise clients may terminate with a pro-rata refund of prepaid fees.
9. Contact (link to this section)
SLA claims: [email protected].
P0/P1 hotline: provided to Enterprise clients at activation.
Governing law: Victoria, Australia.
Related policies
This policy is issued by Altnativ Pty Ltd (ABN 52 681 839 029), trading as Fulcrum, registered in Victoria, Australia.
Websites: tryfulcrum.ai · www.altnativ.co
Legal contact: Legal and Privacy, Altnativ Pty Ltd, Victoria, Australia. Email [email protected].
© 2026 Altnativ Pty Ltd. All rights reserved.