Fabric Service Level Agreement

Overview

This Service Level Agreement (this "SLA") is part of Fabric Inc.'s agreement with its customers and applies to the Platform. It incorporates the terms set out in the Fabric Terms and Conditions. Capitalized terms not defined here have the meanings given to them in those Terms.

General Availability / Uptime

Fabric commits to 99.9% monthly availability of the Platform, calculated using the following formula:

Availability = 100 × ((Total Minutes − Downtime) / (Total Minutes − Excluded Downtime))

Key definitions:

"Downtime" means the minutes during which the Services fail to return the required API or webpage results within two (2) seconds.
"Excluded Downtime" includes: (a) planned downtime (capped at 480 minutes per 12 months, scheduled between 1:00–5:00 a.m. Eastern on weekdays); and (b) circumstances beyond Fabric's reasonable control (acts of God, government actions, third-party failures, network attacks, and customer actions).

Service Credits

If availability falls below 99.9% in a given month, Customer is eligible to receive the following monthly service credits:

Availability level	Credit
99.5% to <99.9%	5%
99% to <99.5%	10%
98% to <99%	20%
95% to <98%	30%
Below 95%	40%

Termination option: If availability falls below 99.95% for three consecutive months, or for four months within any 12-month period, Customer may terminate the applicable Order Form and receive a refund of any unearned, prepaid fees.

Claims Process

To receive a service credit, Customer must submit a claim to legal@fabric.inc within 30 days (or within 10 business days if the subscription ends mid-month), including its billing information, the details of the downtime, and the supporting availability calculations. Fabric will verify each claim against its system records.

Exclusions

Beta Services and pre-production environments are excluded from this SLA. Fabric has no SLA obligations during any period in which Customer is in material breach of the Agreement.