Service Level Agreement
Last updated: June 29, 2026
This SLA describes the uptime target HelmIQ commits to for paid subscriptions, how we measure it, and the service credits available if we miss it. It supplements our Terms of Service.
1. Uptime commitment
HelmIQ targets 99.9% monthly uptime for the core application (sign-in, reading and writing your CRM data). Live status and any active incidents are posted on our status page.
2. How we measure uptime
Uptime is the percentage of minutes in a calendar month that the core application is available, calculated as:
uptime % = (total minutes in month - downtime minutes) / total minutes in month
Downtime means the core application is unavailable to you, confirmed by our monitoring, and not caused by an exclusion below.
3. Exclusions
The uptime target does not apply to unavailability caused by:
- Scheduled maintenance, announced in advance on the status page.
- Factors outside our reasonable control, including failures of upstream providers (your email or calendar provider, telephony carriers) or general internet outages.
- Your own equipment, network, or misconfiguration.
- Suspension for non-payment or for a Terms violation, or force-majeure events.
- Beta or preview features clearly labeled as not covered by this SLA.
4. Service credits
If we miss the monthly uptime target, you may request a service credit against a future invoice:
| Monthly uptime | Credit (of that month's fee) |
|---|---|
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
Service credits are the sole and exclusive remedy for missed uptime, consistent with the limitation of liability in the Terms.
5. Claiming a credit
Email jack@helmiq.net within 30 days of the end of the affected month, with the dates and times you observed downtime. Approved credits are applied to a future invoice and are not refundable as cash.
6. Support response targets
We aim to acknowledge support requests within one business day, and to respond to a confirmed service-down incident with priority. Enterprise plans may include faster targets, set out in your order form.
This SLA is a baseline and is not legal advice. Enterprise customers requiring a negotiated SLA in their order form should write to jack@helmiq.net.