Effective: on publication
Last updated: 2026-05-18
Document key: sla
Plain-English summary
GAEZLA runs on Cloudflare’s global network. Our uptime commitment tracks Cloudflare’s published Workers service-level agreement for paid plans, with a contractual floor of 99.0% monthly uptime. If we miss that floor in a calendar month, customers receive service credits as the sole remedy. Human support is not included in the base subscription. Production bug fixes and feature requests are handled on a best-efforts basis at no extra charge, but there is no response SLO for the base tier. A paid support add-on — agreed in the Order Form — provides a minimum 1 business day response SLO. This SLA is part of the Master Subscription Agreement.
1. Scope
This Service Level Agreement (“SLA”) sets out the availability and support commitments of T1P5M4RK, LLC, a Delaware limited liability company (“Company”), for the production GAEZLA IT operations Service (the “Service”) to paying customers (“Customer”) under a current Order Form and Master Subscription Agreement (“MSA”). It does not apply to: (a) beta or early-access features flagged as such by Company, (b) sandbox or staging environments, (c) any third-party software or service Customer self-hosts or integrates with, or (d) Customer-configured bring-your-own integrations (including Customer-supplied AI providers). Capitalised terms not defined here have the meanings in the MSA.
GAEZLA is currently offered on a paid-only basis; there is no free trial or freemium tier.
2. Uptime commitment
2.1 Operational target
Company operates the Service on Cloudflare’s global infrastructure. Company’s operational uptime target tracks the then-current Cloudflare Workers service-level agreement for paid plans (the “Cloudflare SLA”), as published at cloudflare.com.
2.2 Contractual floor
Regardless of the Cloudflare SLA, Company guarantees a minimum of 99.0% Monthly Uptime as a contractual floor.
“Monthly Uptime” = ((Total Minutes in Calendar Month − Unscheduled Downtime Minutes) / Total Minutes in Calendar Month) × 100, measured at the Service’s primary public endpoints.
“Unscheduled Downtime” means a continuous period of at least five (5) minutes during which the Service is unavailable to authenticated Customer requests, as measured by Company’s internal monitoring, excluding any Scheduled Maintenance, Emergency Maintenance, Force Majeure Event, Third-Party Outage, or Customer-Caused Outage (each as defined in Section 4).
3. Service credits
If Monthly Uptime falls below the contractual floor of 99.0% in a given calendar month, Customer is entitled to service credits per the table below, calculated as a percentage of the monthly recurring subscription fee paid for the affected Service in that month.
| Monthly Uptime | Credit |
|---|---|
| ≥ 95.0% and < 99.0% | 10 % |
| ≥ 90.0% and < 95.0% | 25 % |
| Below 90.0% | 50 % |
Where Cloudflare issues credits to Company in respect of the same outage period, Company will pass through to Customer a pro-rated share of those credits (limited to Customer’s monthly fee for the affected Service), provided that the total credit to Customer shall never be less than the amount due under the table above. Credits in any calendar month will not exceed 50% of the monthly recurring fee.
Claiming credits
Customer must request a credit by email to legal@t1p5m4rk.com within thirty (30) days of month end, including the approximate times of the outage and any monitoring data Customer holds. Company will validate against its own records and apply confirmed credits to the next invoice (or refund within 30 days if no further invoice is due).
Sole remedy
Service credits are Customer’s sole and exclusive remedy for any failure to meet the uptime commitment.
4. Exclusions
The following do not count as Unscheduled Downtime:
(a) Scheduled Maintenance — announced at least 72 hours in advance to Customer’s administrator contacts, conducted during a published window. (b) Emergency Maintenance — required to address a security vulnerability or imminent risk, with as much notice as is practical. (c) Force Majeure Event — events beyond Company’s reasonable control including acts of God, war, pandemic, or large-scale Internet failure. (d) Third-Party Outage — Cloudflare platform outages or failures of other upstream providers where Company has used reasonable measures to mitigate single-provider dependency. (e) Customer-Caused Outage — downtime caused by Customer’s content, configuration, integrations (including BYO-AI), credentials, or breach of the MSA or AUP. (f) Beta/early-access features, sandbox environments. (g) Suspension of Customer’s account for non-payment, AUP breach, or security reasons.
5. Support
5.1 Included in base subscription (no additional charge, no response SLO)
The following are included in every paid subscription at no extra charge:
- Production bug fixes: defects in the Service that materially impair Customer’s ability to use a core feature will be triaged and addressed on a best-efforts basis in order of severity.
- Feature requests: logged and considered in Company’s development roadmap. No committed timeline; no refund if a requested feature is not built.
- Documentation and self-service resources: access to Company’s knowledge base and release notes.
- Incident notifications: Customer’s administrator contacts will be notified by email of confirmed incidents affecting the Service.
No human-response SLO applies to the base subscription. Customer should expect best-efforts handling only.
5.2 Paid support add-on (must be agreed in Order Form)
Customer may purchase the paid support add-on by specifying it in the Order Form. The paid add-on provides:
- A minimum response SLO of one (1) business day for production-impacting issues. Higher tiers (faster response, dedicated channel, named contact) may be agreed in the Order Form for an additional fee.
- A defined support contact channel (email, Slack Connect, or shared incident channel as agreed).
- Optional root-cause analysis reports for confirmed incidents.
Terms, response targets, and pricing for the paid support add-on are specified in the applicable Order Form. Without an executed paid add-on, no response SLO applies (Section 5.1 governs).
5.3 How to contact
Support enquiries and SLA credit claims: legal@t1p5m4rk.com.
6. Status communication
No public status page is currently maintained; notifications go to administrator contacts only.
7. Changes to this SLA
Material reductions (lower uptime floor, removal of an included support item) will not apply to existing Order Forms until renewal and will be communicated at least 60 days in advance.
8. Contact
Questions about this SLA: legal@t1p5m4rk.com.