Service Level Agreement (Early Access)
Last updated: 2026-07-24 · Draft pending legal review.
This Service Level Agreement applies to the a2lance application at app.a2lance.com and its API, for holders of a registered a2lance account. It does not apply to this marketing/waitlist site (a2lance.com), which is informational only and has no application uptime of its own. a2lance is currently in early access: there is no public paid subscription today, so this SLA sets our real operating commitments now and explains exactly how it upgrades once paid plans launch — nothing below should be read as claiming a paid tier or credit remedy exists yet.
1. What this SLA covers
Reachability of the a2lance application and API — signing in and using the core freelancer/agency workflows as they become available — plus our support response commitments. It does not cover features explicitly marked "coming soon," the marketing site's content, or issues caused by your own account or third-party integrations.
2. Availability target during early access
We target 99% monthly availability for the application and API. This is measured the same way as our other production services (Section 3) and is a real operating target we hold ourselves to during early access — it is not yet backed by a service credit (Section 5), because there is no paid fee today to credit against.
3. How availability is measured
- Measured independently via third-party external monitoring polling app.a2lance.com and the API at 1-5 minute intervals.
- A minute counts as downtime only if the monitored endpoint fails to respond successfully (connection failure or 5xx error) for two or more consecutive checks.
- Downtime caused by anything in Section 6 (Exclusions) is not counted.
- Monthly availability = (total minutes in the month − qualifying downtime minutes) / total minutes in the month × 100.
4. Support response (early access)
Support is provided by a small team during business hours, Monday-Friday 9:00 AM - 6:00 PM WAT/EST, excluding public holidays. Response time is time to a first human reply, not time-to-resolution.
| Priority | Examples | Target first response |
|---|---|---|
| Critical | App or API fully down, security incident, unable to log in at all | Within 1 business day |
| High | Major workflow broken, no reasonable workaround | Within 2 business days |
| Normal | Partial functionality issues, general questions | Within 3 business days |
| Low | Feedback, feature requests, non-urgent items | Scheduled into the next review |
5. Service credits — activating with paid plans
As of this SLA's "Last updated" date, a2lance has no publicly available paid subscription, so there is nothing to issue a financial credit against. To be transparent about what to expect, here is the credit schedule that will apply once paid plans launch, tied to your plan's monthly fee at that time — it takes effect starting with your first paid billing cycle, and we'll confirm that in writing before charging anyone:
| Monthly availability achieved | Planned service credit (once paid plans launch) |
|---|---|
| 99.0% - 100% | No credit owed (commitment met) |
| 97.0% - 98.99% | 5% of that month's plan fee |
| 90.0% - 96.99% | 10% of that month's plan fee |
| Below 90.0% | 20% of that month's plan fee |
6. Exclusions
- Scheduled maintenance with at least 24 hours' advance notice, or emergency maintenance to protect security/stability.
- Force majeure events beyond our reasonable control.
- Customer-caused issues: account misconfiguration, compromised credentials, or misuse of the API.
- Third-party and upstream issues outside our infrastructure: AI provider outages, domain registrar/DNS issues, and your own local internet connectivity.
- DDoS and abuse traffic beyond what standard, reasonable mitigation can absorb.
- Features explicitly marked "coming soon," beta, or non-production/staging environments.
- Suspension of your account for a verified Terms of Use violation.
7. Data
We take regular backups of application data as part of standard operating practice. This SLA governs availability and support response — it is not a separately specified data-loss or recovery-time guarantee.
8. How to raise an availability concern
Email us (below) describing the affected dates/times. During early access this is a good-faith review against our monitoring, not a formal credit claims process — that formal process activates alongside Section 5 once paid plans launch.
9. Limitation of liability
To the extent permitted by law, a2lance is not liable for indirect, incidental, or consequential damages arising from use of the application. Our total liability for any claim is limited to the fees you have actually paid us, if any, in the 12 months before the claim. Nothing here overrides a separately signed agreement that states different terms.
10. Changes to this SLA
We'll update this SLA as a2lance moves from early access toward general availability and paid billing. Material changes — especially the credit schedule going live — will be communicated by email to registered users in advance.
Contact
Questions about this SLA: ●●●●●●●@●●●●●●●●●●●.●●●.
A note on this policy
This SLA is written to describe our real, honest operating commitments — not marketing language — but it is not legal advice. A qualified lawyer should review this page before it is relied on in production, especially before the service-credit schedule in Section 5 goes live with real billing.