Service Level Agreement (SLA)

Our commitment to reliable and consistent service delivery

Effective Date: March 10, 2026

1. Overview

This Service Level Agreement ("SLA") is entered into by Fixiweb, LLC, a Delaware limited liability company ("FixiWeb," "we," "us," or "our"), and applies to all customers ("you" or "Customer") using the FixiWeb platform and related services (collectively, the "Service").

This SLA describes the levels of service you can expect from FixiWeb, including uptime commitments, response times, and the remedies available to you if we fail to meet these commitments. This SLA forms part of your agreement with FixiWeb and should be read alongside our Terms of Service and Privacy Policy.

Plan scope. The uptime targets and Service Credits described in this SLA are contractual commitments for customers on an Enterprise plan (or any plan whose written order form expressly incorporates this SLA). For customers on the Free, Pro, and Agency plans, FixiWeb provides the Service using commercially reasonable efforts and continuous monitoring, but without a contractual uptime guarantee or Service Credits; the availability of those plans is governed by our Terms of Service.

2. Service Availability Targets

FixiWeb is committed to maintaining high availability across all components of the Service. Our uptime targets are measured on a monthly basis:

Service Component Uptime Target
Website Scan Services 99.9%
Dashboard and API 99.5%

Uptime is calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that calendar month, expressed as a percentage.

"Downtime" means a period during which the applicable service component is materially unavailable or non-functional, excluding any periods covered by the Exclusions section below.

3. Uptime Monitoring

FixiWeb provides uptime monitoring as a built-in feature included in all subscription plans, including the Free plan. Our monitoring infrastructure continuously tracks the availability and performance of our services.

4. Response Time Targets

When issues arise, FixiWeb is committed to responding promptly based on the severity of the incident:

Severity Level Description Response Time
Critical Service is completely unavailable or a major feature is non-functional for all users Less than 4 hours
Standard Non-critical issues, degraded performance, or feature-level problems affecting some users Less than 24 hours

Response times are measured from the moment the issue is confirmed by our monitoring systems or reported through an official support channel. Response time refers to the initial acknowledgment and commencement of investigation, not necessarily the time to full resolution.

5. Exclusions

The following events are excluded from Downtime calculations and do not count against the uptime targets defined in this SLA:

6. Service Credits

If FixiWeb fails to meet the uptime targets specified in this SLA during any given calendar month, customers on an Enterprise plan (or a plan whose written order form expressly incorporates this SLA) may request service credits as follows:

Monthly Uptime Percentage Service Credit
Less than 99.9% but equal to or greater than 99.0% 10% of monthly subscription fee
Less than 99.0% but equal to or greater than 95.0% 25% of monthly subscription fee
Less than 95.0% 50% of monthly subscription fee

Service credits are applied to future invoices and are not redeemable for cash. The maximum total credit for any single calendar month shall not exceed 50% of the monthly subscription fee for that month. Service credits are the sole and exclusive remedy for any failure by FixiWeb to meet the uptime targets in this SLA.

7. Credit Claim Process

To request a service credit, you must follow this process:

  1. Submit a Request: Send an email to support@fixiweb.ai with the subject line "SLA Credit Request."
  2. Include Details: Your request must include your account email address, the dates and times of the Downtime event(s), a description of the impact on your use of the Service, and any relevant logs or screenshots.
  3. Timing: Credit requests must be submitted within 30 days of the end of the calendar month in which the Downtime occurred. Requests submitted after this period will not be eligible for credits.
  4. Review and Response: FixiWeb will review your request and respond within 10 business days. If the claim is approved, the credit will be applied to your next billing cycle.

FixiWeb reserves the right to verify all claims against our internal monitoring data. In the event of a discrepancy between your reported Downtime and our monitoring records, FixiWeb's monitoring data shall prevail.

8. Modifications

FixiWeb reserves the right to update or modify this SLA at any time. Any changes to this SLA will be communicated to customers with at least 30 days of advance written notice via email to the address associated with your account.

Changes will not retroactively reduce service credits for Downtime events that occurred before the modification takes effect. Your continued use of the Service after the effective date of any modifications constitutes your acceptance of the updated SLA.

9. Contact

If you have any questions about this Service Level Agreement or need to report a service issue, please contact us:

By using FixiWeb, you acknowledge that you have read and understood this Service Level Agreement.