Service Level Agreement

Effective: 14 Feb 2026 · Governs all paid PipeGuide subscriptions.

1. Uptime commitment

We commit to a monthly uptime of 99.5% for the PipeGuide application (login, dashboard, API, live transcription). Live transcripts depend on Recall.ai; outages attributable solely to upstream providers are excluded.

Plan	Uptime target	Service credit
Starter	99.0%	5% of monthly fee per 1% below
Pro	99.5%	10% of monthly fee per 1% below
Business	99.9%	20% of monthly fee per 1% below (capped at 50%)

Uptime is measured externally against status.pipeguide.tech probes. Scheduled maintenance (announced 48 hours in advance) is excluded.

2. Support response times

Starter: first response within 24 business hours, Mon–Fri 09:00–17:00 SAST.
Pro: first response within 4 business hours.
Business: first response within 1 business hour, plus a dedicated Slack channel.

3. Incident definitions

Severity 1 (Critical): the whole service is down, or no customer can log in. Target resolution: 4 hours.
Severity 2 (Major): a core feature (live transcription, AI scoring, billing) is unavailable for >25% of users. Target resolution: 8 hours.
Severity 3 (Minor): a non-critical feature degraded or a workaround exists. Target resolution: 2 business days.

4. Service credit claims

To claim a service credit, email support@pipeguide.tech within 30 days of the incident with the date(s) and affected sessions. Credits are issued as a discount on your next invoice. Credits cannot be refunded as cash.

5. Exclusions

SLA does not cover outages caused by:

Customer's own network, browser, or meeting platform settings (e.g. Teams admin blocking bots)
Force majeure (natural disasters, government action, war, internet backbone outages)
Misuse of the platform in violation of the Terms of Service
Outages of third-party sub-processors beyond commercially reasonable mitigation
Scheduled maintenance windows announced at least 48 hours in advance