The short version
- 99.5% availability each calendar month, measured by automated checks every 15 minutes, outside the exclusions in Section 3.
- If we miss it, you get service credits — claim within 30 days of the end of the month.
- At most one day of data could be lost in a total failure (daily backups); our target to restore service is 24 hours.
- Support from inside the app (Ask Fopsis) or by email, with a first response within 2 business days.
This summary is here to help you read the document; the full text below is what applies.
This Service Level Agreement (“SLA”) forms part of the Terms of Service. It applies to customers on a paid plan. Accounts in a free trial are provided without an availability commitment.
We have written this to be measurable rather than impressive. A commitment you cannot verify is worth nothing to you.
1. Availability Commitment
Fopsis will use commercially reasonable efforts to make the Fopsis application available at least 99.5% of the time in each calendar month, excluding the periods described in section 3.
99.5% permits approximately 3 hours 39 minutes of unplanned downtime per month. We publish live status and recent history at status.php.
2. How Availability Is Measured
Availability is measured by automated checks that run every 15 minutes against the application and its database. A check that fails to return a successful response marks that interval as unavailable.
Monthly Availability = (Total intervals − Unavailable intervals) ÷ Total intervals, expressed as a percentage and rounded to two decimal places.
The Service is considered available when a signed-in user can load the application and retrieve their data. Degraded performance that does not prevent use, and failures confined to a single third-party integration, are not counted as downtime under this SLA.
3. Exclusions
The following are excluded from the availability calculation:
- Scheduled maintenance, announced at least 48 hours in advance and performed outside 08:00–20:00 UTC where practicable. We target no more than 4 hours per month.
- Emergency maintenance required to address a security vulnerability, announced as soon as reasonably possible.
- Third-party platform failures outside our control, including outages at Shopify, Amazon, WooCommerce, QuickBooks, Salesforce, HubSpot or Stripe. Where a connector is unavailable because the upstream platform is unavailable, that is not Fopsis downtime.
- Your connectivity, equipment, browser, or network.
- Suspension for non-payment or breach of the Terms of Service.
- Force majeure as defined in the Terms of Service.
4. Service Credits
If Monthly Availability falls below the commitment, you may claim a credit against a future invoice:
| Monthly Availability | Service Credit |
|---|---|
| 99.50% or above | None |
| 99.00% – 99.49% | 10% of that month's fee |
| 95.00% – 98.99% | 25% of that month's fee |
| Below 95.00% | 50% of that month's fee |
Service credits are the sole and exclusive remedy for any failure to meet the availability commitment. Credits are applied to future invoices and are not refundable in cash.
5. Claiming a Credit
Submit a claim to support@forecastproai.com within 30 days of the end of the affected month, including the dates and approximate times of unavailability. We will respond within 10 business days. Credits are applied to the next invoice after the claim is accepted.
6. Support Response Targets
Support is provided during business hours (09:00–17:00 UTC, Monday to Friday, excluding public holidays), from inside the app — Ask Fopsis, “Ask the Fopsis team”, where the answer also appears — or by email.
Our target is a first response to every request within 2 business days — 48 hours, not counting weekends and public holidays. When you send a request from the app, it shows you the date.
This is a target for an initial human response, not a commitment to resolve the issue within that time.
7. Backup & Recovery Objectives
Recovery Point Objective (RPO): 24 hours. Database backups are taken daily, so at most one day of data could be lost in a total-loss scenario.
Recovery Time Objective (RTO): 24 hours. Our target to restore service from backup following a catastrophic failure.
Each backup is checked for completeness when it is taken. See the Security Overview for how backups are kept.
8. Changes to this SLA
We may update this SLA. If a change materially reduces the commitments above, we will give at least 30 days' notice to the account email, and you may terminate without penalty for the remainder of the paid term if you do not accept it.
Fopsis · Montréal, Québec, Canada
Questions about this document? Contact support@forecastproai.com.