Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") describes SizaPoint's target availability and support commitments for paid Study Capacity and institutional plans. It does not apply to the free tier or guest Try tools, which are provided on a best-effort basis.

2. Availability Target

SizaPoint targets 99.5% monthly uptime for paid Study Capacity plans (Student Lite, Student Pro, and Research Pro), measured as the percentage of minutes in a calendar month during which the core workspace is reachable, excluding the exclusions in section 6.

Institutional agreements may set a higher committed availability target, which is defined in the signed institutional agreement and prevails over this default for that customer.

3. Support Response Times

• Free tier: best-effort response, typically within a few business days.
• Paid individual plans: response within one business day for account and billing issues.
• Institutional plans: same-business-day acknowledgement for priority or critical issues reported on a business day, with a remediation plan communicated within two business days — or as otherwise agreed in the signed institutional agreement.

4. Scheduled Maintenance

We may perform scheduled maintenance that temporarily affects availability. Where reasonably possible, we will schedule this outside peak study hours and provide advance notice for institutional customers.

5. Service Credits

For institutional customers, service credits (if any) are defined in the signed institutional agreement and are that agreement's remedy for a missed availability target.

For paid individual plans, if we miss the monthly availability target in section 2, then on request submitted to support@sizapoint.com within 30 days of the affected month we will extend your current subscription period by a number of days proportional to the qualifying downtime. This extension is the sole and exclusive remedy for a missed target on an individual plan.

6. Exclusions

• Downtime caused by factors outside our reasonable control, including third-party service outages, force majeure events, or issues with your own network or device.
• Scheduled maintenance windows communicated in advance.
• Free tier and guest Try usage.

7. Requesting Enterprise SLA Terms

Institutions requiring a custom, signed SLA should email legal@sizapoint.com, or use the Contact page under "General enquiry."