Service Level Agreement
Last updated: 2026-06-23
This Service Level Agreement ("SLA") describes the availability commitment FanXus offers for StoneAI — The Covenant Engine — and the service credits you may earn if we fall short. It supplements and is governed by our Terms of Service.
Our commitment: 99.9% monthly uptime. We target a Monthly Uptime Percentage of at least 99.9% for the StoneAI control plane and covenant-sealing API. When we miss it, you are entitled to a service credit calculated from the table below.
01Definitions
- Monthly Uptime Percentage — total minutes in a calendar month, minus minutes of Downtime in that month, divided by total minutes in the month, expressed as a percentage.
- Downtime — a period during which the StoneAI control plane or covenant-sealing API is unavailable for the issuance, verification, or recording of covenants, as measured by our monitoring, excluding the events in Section 5.
- Service Credit — a percentage of the monthly fees for the affected plan, applied as a credit against a future invoice.
02Availability Commitment
FanXus will use commercially reasonable efforts to make StoneAI available with a Monthly Uptime Percentage of at least 99.9% during each calendar month. Because StoneAI is advisory, even during a covered availability event no governed action ever proceeds without a valid human covenant — the approval brake is preserved at all times.
03Service Credits
If the Monthly Uptime Percentage falls below 99.9% in a given calendar month, you are eligible for a Service Credit according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but at least 99.0% | 10% |
| Less than 99.0% but at least 95.0% | 25% |
| Less than 95.0% | 50% |
The Service Credit is calculated as the stated percentage of the monthly fees you paid for the affected plan in the month in which the shortfall occurred.
04Claiming a Credit
To receive a Service Credit, submit a claim to support@fanzunlimited.com within thirty (30) days after the end of the month in which the shortfall occurred. Your claim should include the dates and times of the Downtime and any supporting logs. We will validate the claim against our monitoring records. Approved credits are applied to a future invoice and have no cash value.
Sole and exclusive remedy. Service Credits, where applicable, are your sole and exclusive remedy for any failure by FanXus to meet the availability commitment in this SLA. The total credits awarded for any single calendar month will not exceed the monthly fees paid for the affected plan that month.
05Exclusions
The availability commitment and Service Credits do not apply to any unavailability caused by:
- Scheduled or emergency maintenance announced in advance through the Service or status channel.
- Factors outside our reasonable control (force majeure), including internet or upstream-provider failures, regional outages of a sub-processor, or denial-of-service attacks.
- Your equipment, software, network, configuration, or third-party systems you connect to the Service.
- Your breach of the Terms of Service or Acceptable Use Policy, including suspension for non-payment or abuse.
- Beta, trial, or no-charge offerings, which are provided without an availability commitment.
- Use of the Service in a manner inconsistent with our documentation.
06Support Tiers
Support is provided by plan. Response targets are measured from the time a properly submitted request is received during applicable hours.
| Plan | Support Channel | Target First Response |
|---|---|---|
| Trial | Email, documentation, community | Best effort |
| Micro | Email support (business hours) | One (1) business day |
| Sovereign | Priority support with a named contact and escalation path | As specified in the order form (e.g. 1 hour for critical incidents, 24/7) |
Incident severity, escalation procedures, and any enhanced commitments for Sovereign customers are set out in the applicable order form.
07Eligibility
Service Credits are available only to Customers on a paid plan whose account is in good standing and current on all fees. This SLA does not apply to Trial or other no-charge offerings.
08Changes
We may update this SLA prospectively on reasonable notice. The "Last updated" date above reflects the current version.