Service Level Agreement (SLA)
Last Updated: October 20, 2025
This Service Level Agreement ("SLA") is a policy governing the commitment to service performance under the FosterTRAIN Terms of Service. It applies to all Users of the Service (Paid and Unpaid Roles).
Crucially, this SLA establishes performance metrics and does not grant any User, including those on paid plans, the right to financial compensation, refunds, or service credits for any failure to meet the Service Commitment.
1. Service Availability Commitment
FosterTRAIN commits to a Monthly Uptime Percentage for the Service of 99.9% (the "Service Commitment").
1.1 Definitions
- Monthly Uptime Percentage: The total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
- Downtime: Any period of time (measured in continuous minutes) where the FosterTRAIN Service is unavailable and fails to respond to authenticated user requests (excluding SLA Exclusions).
1.2 Commitment Standard
A Monthly Uptime Percentage of 99.9% means that the Service will not have more than 43 minutes and 12 seconds of "Downtime" in any calendar month.
2. No Financial Remedies
The Service Commitment outlined in this SLA is a goal of performance only.
FosterTRAIN shall not be liable for any Service unavailability or performance failure. Your sole remedy for any failure to meet the Service Commitment is explicitly and exclusively limited to the remedies (if any) and limitations set forth in the FosterTRAIN Terms of Service, Section 7 (Disclaimer and Limitation of Liability).
3. SLA Exclusions (Downtime Not Covered)
Downtime resulting from the following factors is explicitly excluded from the calculation of the Monthly Uptime Percentage and does not count toward a breach of the Service Commitment:
- Scheduled Maintenance: Downtime for which FosterTRAIN provides at least 24 hours advance notice. Scheduled maintenance windows will typically be outside of peak usage hours (e.g., between 12:00 AM and 5:00 AM Pacific Time).
- Customer Actions: Suspension of the Service due to non-payment, user error, misuse, or failure to comply with the Terms of Service.
- External Forces (Force Majeure): Any factor or event outside of FosterTRAIN's reasonable control, including but not limited to:
- Failures of the general internet, power, or telecommunications infrastructure.
- Failures of Third-Party Services (e.g., the underlying cloud platform, data centers, or backbone providers like Base44).
- Acts of government, war, terrorism, natural disasters, or labor disputes.
4. Support Response Times (Incident Priority)
FosterTRAIN commits to the following response targets for reported incidents. These are targets only and do not entitle the user to a Service Credit.
| Priority Level | Definition | Target Response Time |
|---|---|---|
| Critical (P1) | Service is completely unavailable or data is compromised. Affects all users. | 1 hour (24/7/365) |
| High (P2) | Core functionality is impaired; major feature is unavailable. Affects most users. | 4 hours (During Business Hours: 6 AM - 6 PM PT) |
| Medium (P3) | Non-critical functionality is impaired; minor bug or display issue. | 1 Business Day |
| Low (P4) | General questions, documentation requests, or feature enhancement requests. | 2 Business Days |
If you have any questions about this Service Level Agreement, please contact us through the information provided on our Contact page.