Service Level Agreement

Coactra provides a best-effort uptime commitment for all active customers. Customers on our Professional plan may be eligible for a formal uptime commitment, subject to the terms below.

Uptime Commitment

For eligible Professional plan customers, Coactra targets Uptime equal to at least 99.5% of the total time in each calendar month (the "Uptime Commitment"). For all other plans, platform availability is provided on a commercially reasonable best-effort basis without a formal SLA percentage guarantee.

"Uptime" means the total time, in minutes, during the relevant calendar month less the Downtime during that calendar month. We measure Uptime using server monitoring software, which monitors server-side success and error rates, client-side availability, and the overall volume of requests (including both application and public API requests).

Downtime

"Downtime" means the time, in minutes, that the applicable Services are not generally accessible and available, excluding inaccessibility or unavailability due to:

• The Customer's or the Customer's users' acts or omissions
• The Customer's or third-party equipment, software, or other technology (other than third-party equipment within Coactra's direct control)
• Customer-supplied integrations, API customizations, or webhook configurations that interfere with the operation of the Services
• Slowness or other performance issues with non-core features of the Services
• Internet outages, or computer or telecommunications failures or delays
• Force Majeure Events
• Scheduled maintenance disclosed with at least 24 hours' notice
• Hacking or virus attacks
• Reasonable emergency maintenance

Service Credits

If the Uptime Commitment is not met during any particular calendar month during the Service Term, eligible Professional plan Customers will be eligible for a service credit ("Service Credit") calculated as follows:

To request a Service Credit, Customers must send an email to support@coactra.com within thirty (30) days of the end of the month in which the Uptime Commitment was not met. The Customer must include their account email address, and the previously reported dates and times when there was Downtime.

If Coactra confirms that a Customer is eligible for a Service Credit, Coactra will issue a credit to the Customer's account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. The Service Credits shall be the Customer's sole and exclusive remedy, and Coactra's sole and exclusive liability, for any failure to meet the Uptime Commitment.

Best-Effort Plans

Customers on Starter and Growth plans receive platform availability on a best-effort basis. While we strive to maintain the same level of reliability for all customers, no formal Uptime Commitment or Service Credit applies to these plans. We recommend upgrading to the Professional plan for customers who require a contractual availability guarantee.

Definitions

Any capitalized terms not defined in this Service Level Agreement have the meanings given to them in Coactra's Terms of Service. References to the "Services" in this Service Level Agreement mean the Coactra platform, including the workspace application, API endpoints, automation engine, and intelligence features.

Updates

As Coactra evolves, we may change this Service Level Agreement. Changes will be communicated to active customers at least 30 days before taking effect. We encourage you to regularly check this page for updates.

Contact

SLA questions and credit claims: support@coactra.com