Service Level Agreement

This Service Level Agreement ("SLA") describes the uptime commitment and service credit policies for Crate WMS. This SLA applies to the Professional and Enterprise plans only.

Uptime Commitment

Crate commits to a monthly uptime of 99.9% for customers on Professional and Enterprise plans. This means no more than approximately 43 minutes of unplanned downtime per month.

How We Measure Uptime

Monthly uptime is calculated using the following formula:

Uptime is measured on a calendar month basis. "Downtime" means a period where the Crate API returns server errors (HTTP 5xx) or is unreachable for more than five consecutive minutes, as measured by our external monitoring systems.

Exclusions

The following are not counted as downtime:

• Scheduled maintenance with at least 24 hours' advance notice via email
• Force majeure events (natural disasters, government actions, widespread internet outages)
• Issues caused by the customer's own systems, code, or network
• Third-party service outages outside of Crate's control
• Features or services explicitly labeled as "beta" or "preview"

Service Credits

If Crate fails to meet the 99.9% uptime commitment in a given month, affected customers are eligible for service credits as follows:

Service credits are applied to future invoices and do not constitute a refund. Credits cannot exceed 50% of your monthly fee for the affected month.

Reporting

To request a service credit, email sla@cratewms.com within 30 days of the incident. Include the date and time of the downtime, a description of the impact, and any relevant details. We will review the claim against our monitoring data and respond within 10 business days.

Starter Plan

The Starter plan includes best-effort availability but is not covered by this SLA. We aim to provide the same level of reliability to all customers, but service credits and uptime guarantees apply only to Professional and Enterprise plans.