This SLA applies to customers with a Team or Enterprise Furx subscription. It does not apply to Free or individual Pro.
1. Scope
The SLA covers the availability of Furx's online components:
- License API (
api.furx.cloud/license) — token validation, activation. - Customer dashboard (
app.furx.cloud) — account management, seats, downloads, audit replay. - Cloud sync of
.mcp.json, skills and audit metadata (Pro+). - Public website (
furx.cloud) — only where unavailability prevents customer activation.
The SLA does not coverthe desktop Application (local on the User's machine), nor third-party LLM providers (Anthropic, OpenAI, etc.) that the User accesses with their own BYOK credentials.
2. Availability Commitments
| Plan | Monthly uptime | Maintenance window |
|---|---|---|
| Team | 99.5% | Scheduled maintenance: Tuesdays 02:00–04:00 UTC, notified 7 days in advance |
| Enterprise | 99.9% | Same, notified 14 days in advance; HA standby reduces expected downtime to ~0% |
Calculation: available minutes / total minutes in the calendar month, excluding scheduled maintenance windows.
3. Credits for Non-Compliance
If monthly uptime falls below the commitment, the Customer may request a credit:
| Actual uptime | Credit (% of monthly fee) |
|---|---|
| ≥ commitment | 0% |
| 99.0% – 99.49% (Team) | 10% |
| 95.0% – 98.99% (Team) | 25% |
| < 95% (Team) | 50% |
| 99.5% – 99.89% (Enterprise) | 10% |
| 95.0% – 99.49% (Enterprise) | 25% |
| < 95% (Enterprise) | 50% |
Credit requests: support@furx.cloud within 30 days of the close of the affected month. The credit is applied to the next invoice.
4. Exclusions
The following events do NOT count as downtime:
- Duly notified scheduled maintenance windows.
- Force majeure (events beyond reasonable control: natural disasters, armed conflict, widespread backbone network outages).
- Unavailability caused by third parties (Cloudflare, Paddle, the Customer's internet provider).
- Customer non-compliance (excessive API usage, attack originating from the Customer's side).
- Unavailability of the desktop Application due to causes local to the Customer.
5. Support Response Times
| Severity | Definition | Team (response) | Enterprise (response) |
|---|---|---|---|
| P1 — Critical | Service down / data loss | 24 business hours | 4 business hours |
| P2 — High | Major feature unusable, workaround exists | 48 business hours | 8 business hours |
| P3 — Medium | Minor bug, workaround available | 5 days | 2 days |
| P4 — Low | Enhancement / inquiry | 10 days | 5 days |
Business hours: Monday to Friday, 9:00–18:00 UTC-3 (Argentina).
6. Support Channels
- Team: email support@furx.cloud + GitHub Issues priority label.
- Enterprise: additionally, dedicated Slack/Discord channel and emergency phone line (P1 only).
7. Status Page
Real-time status: status.furx.cloud (Better Stack). Subscribe to the RSS feed / webhook for alerts.
8. SLA Modifications
Changes unfavorable to the Customer are notified 90 days in advance. The Customer may cancel without penalty by rejecting the change before it takes effect.
9. Contact
SLA / incidents: support@furx.cloud