Service Level Agreement

Last updated: August 1, 2026

This Service Level Agreement ("SLA") applies to paid subscriptions to the SaaS products operated by X Enterprises, LLC ("X Enterprises," "we," "us," or "our") (the "Products") and is incorporated into our Terms of Service. A Product Addendum may modify this SLA for a specific Product. Free tiers, free trials, and Beta Features are excluded from this SLA.

Uptime commitment

We will use commercially reasonable efforts to make each Product available with a Monthly Uptime Percentage of at least 99.9%.

"Monthly Uptime Percentage" means the total minutes in a calendar month, minus minutes of Downtime, divided by the total minutes in that month. "Downtime" means the Product is unavailable to all users, excluding the exclusions below.

Exclusions

Downtime does not include unavailability caused by:

• scheduled maintenance announced at least 24 hours in advance (we aim to schedule maintenance during low-usage windows);
• emergency maintenance reasonably necessary to address a security or stability risk;
• your equipment, software, network, or configuration, or third-party services and integrations outside our control;
• suspension or termination of your access in accordance with the Terms of Service; or
• circumstances beyond our reasonable control, including internet backbone failures, denial-of-service attacks, and force majeure events.

Service credits

If the Monthly Uptime Percentage for a Product falls below the commitment in a given month, you may request a credit against future fees for that Product:

To receive a credit, you must request it by emailing support@x.enterprises within 30 days of the end of the month in which the Downtime occurred, including the dates and times of the Downtime you experienced. Credits are applied to future invoices, are not redeemable for cash, do not apply to free tiers or trials, and are capped at 50% of the applicable month's fee. Service credits are your sole and exclusive remedy for any failure to meet this SLA.

Support

• Channel: email at support@x.enterprises.
• Hours: business days (Monday–Friday, excluding U.S. federal holidays).
• Initial response target: within 2 business days for all paid plans.

A Product Addendum or your plan may include enhanced support (such as faster response targets or priority handling). Response targets are goals, not guarantees, and apply to the initial response, not resolution.

Maintenance and status

We will make reasonable efforts to announce scheduled maintenance in advance through the applicable Product or by email. Where a status page is available for a Product, current availability information will be published there.

Changes to this SLA

We may update this SLA from time to time. Changes apply from the start of the next calendar month after posting, and material reductions to the commitments above will be handled as described in the "Changes to these Terms" section of the Terms of Service.

Contact us

If you have any questions about this SLA, please contact us at support@x.enterprises.