Service Level Agreement
Last updated: October 2, 2026
This Service Level Agreement ("SLA") is part of the Terms of Service between you and Incisive Platforms, Inc. ("Incisive", "we", "us") for Guidelite ("the Service"). It describes the availability we commit to on each plan and what happens if we miss it.
1. Commitments by plan
| Plan | Monthly uptime commitment | Service credits | Support first response |
|---|---|---|---|
| Starter | None (best effort) | No | Best effort |
| Professional | 99.5% | Yes | Best effort |
| Enterprise | 99.9% | Yes | 1 business day |
An Enterprise order form may set different terms; where it does, the order form governs.
2. How uptime is measured
Our external monitoring checks the Service every 5 minutes. A 5-minute interval counts as unavailable when the check cannot reach the Service, or the Service reports that its database or sign-in system is unavailable.
Monthly uptime = (total 5-minute intervals in the calendar month − unavailable intervals, excluding the exclusions in Section 3) ÷ (total intervals in the month − excluded intervals) × 100.
3. Exclusions
Unavailability does not count against the commitment when it results from:
- scheduled maintenance announced at least 48 hours in advance, up to 4 hours per month;
- your own systems, network, or internet connection, or use of the Service in breach of the Terms;
- suspension of your account under the Terms;
- features labelled beta, preview, or early access;
- events beyond our reasonable control, such as natural disasters, widespread internet outages, or acts of government.
Failures of the hosting and infrastructure providers we use to run the Service are not excluded.
4. Service credits
If a plan with a commitment falls below it in a calendar month, you are entitled to a credit against that plan's fee for the month:
| Monthly uptime | Credit |
|---|---|
| Below the plan's commitment, at or above 99.0% | 10% of the monthly fee |
| Below 99.0% | 25% of the monthly fee |
Credits never exceed 25% of the monthly fee for the affected month. They are applied to your next invoice, have no cash value, and are not refunded if you cancel. Service credits are your sole and exclusive remedy for failing to meet the commitment.
5. Claiming a credit
Email hello@guidelite.app within 30 days after the end of the affected month with your organization name and the dates and times you experienced unavailability. We will confirm the credit, or explain why it does not apply, within 30 days of your request.
6. Support
Support is available by email at hello@guidelite.app.
- Enterprise: first response within 1 business day. Business days are Monday to Friday, 9:00–17:00 US Eastern Time, excluding US federal holidays.
- Starter and Professional: best effort. We aim to respond promptly but make no response-time commitment.
7. Changes
We may update this SLA with at least 30 days' notice. A change will not reduce a commitment during a prepaid annual term without your agreement.