Service Level Agreement

This Service Level Agreement (“SLA”) governs the use of FactoryNerve under the terms of the Customer’s subscription agreement. This SLA applies to all paid subscription plans unless otherwise specified.

Covered Services: The FactoryNerve web application, mobile application, and public API endpoints used for data submission and retrieval.

Excluded Services:Beta features, free trial accounts, third-party integrations, and features explicitly marked as “Beta” or “Preview.”

FactoryNerve commits to a monthly uptime percentage of at least 99.5%, calculated as follows:

Uptime % = (Total minutes in month - Downtime minutes) / Total minutes in month × 100

“Downtime” means the platform is unavailable for normal use, as confirmed by our monitoring systems. A period of unavailability begins when our monitoring detects that the service is unreachable and ends when normal operation is restored.

Excluded Downtime

The following are not counted as Downtime for SLA calculation purposes:

• Scheduled maintenance with at least 48 hours’ advance notice.
• Emergency maintenance required to apply urgent security patches (notification provided as soon as possible).
• Service disruptions caused by third-party services outside FactoryNerve’s control.
• Issues caused by the Customer’s network, infrastructure, or misuse of the platform.
• Force majeure events, natural disasters, or acts of terrorism.

Maintenance Windows

• Scheduled: Sundays 00:00–04:00 UTC, maximum once per month.
• Notice: 48 hours minimum advance notice via email and platform notification.
• Emergency: As needed for critical security patches; notification as soon as practical.

FactoryNerve provides technical support through the following channels:

• Email: support.factorynerve.online@redvortexorg.me
• In-app chat (available on paid plans)
• Phone support (Enterprise plans only)

Response time commitments by severity level:

FactoryNerve commits to the following performance targets, measured on a monthly basis:

• Incident detection: Continuous automated monitoring with real-time alerting.
• Customer notification: Within 24 hours of confirmation of a security incident involving customer data.
• Incident resolution: Best effort based on severity; Critical incidents receive continuous attention until resolved.
• Post-incident report: Provided to affected customers within 10 business days of resolution.

If FactoryNerve fails to meet the uptime commitment in a given month, the Customer may be eligible for a service credit applied to the next billing cycle.

How to Claim

1. Submit a written request to billing@factorynerve.online within 30 days of the incident.
2. Include your account details, the dates and times of the downtime, and any relevant incident references.
3. We will verify the claim against our monitoring data and respond within 10 business days.

Credit Limitations

• Maximum credit in any single month: 50% of the monthly subscription fee.
• Service credits are the sole and exclusive remedy for any SLA breach.
• Credits are applied to future invoices and are not redeemable for cash.
• No credits are issued for downtime caused by excluded events (Section 2).

• Public status page: status.factorynerve.online — Real-time service availability and incident updates.
• Incident notifications: Emailed to account administrators when a major incident is declared or resolved.
• Monthly uptime reports: Available on request from support.factorynerve.online@redvortexorg.me.

This SLA does not apply to the following:

• Beta features, preview releases, or features explicitly marked as experimental.
• Free trial accounts or accounts with no paid subscription.
• Issues caused by Customer’s misuse, unauthorized access, or violation of the Acceptable Use Policy.
• Third-party integrations, services, or APIs not under FactoryNerve’s control.
• Network or infrastructure issues on the Customer’s side.
• Force majeure events as defined in the Terms of Service.

FactoryNerve may modify this SLA with 30 days’ advance notice to account administrators via email. If a modification materially degrades the SLA, the Customer may terminate the subscription without penalty within 30 days of the change.