Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") is between Performance Vue LLC, a Texas limited liability company ("Performance Vue", "we", "us"), and customers on a paid Pro or Enterprise plan ("Customer"). It describes the uptime we target for the Performance Vue service, how we calculate downtime, and what credits are available if we fall short.
This SLA is incorporated into and governed by the Performance Vue Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.
Free plan. This SLA does not apply to the Free (Starter) tier. Free plan users receive the service on an as-available basis with no uptime guarantee.
2. Uptime commitment
We target 99.5% monthly uptime for the Performance Vue dashboard and API for paid Pro and Enterprise plan customers.
"Monthly uptime percentage" means the total minutes in a calendar month, minus the minutes of downtime in that month, divided by the total minutes in the month, expressed as a percentage.
3. Definition of downtime
"Downtime" means a period of five or more consecutive minutes during which the Performance Vue dashboard or API is either completely inaccessible or returning errors on more than 50% of requests, as measured from our monitoring systems.
The following are not counted as downtime:
- Scheduled maintenance windows communicated with at least 24 hours' advance notice by email (see Section 4).
- Degradation or unavailability of third-party connectors (QuickBooks, HubSpot, Stripe, Google Analytics, Jira, Airtable, AWS Cost Explorer, or any other third-party integration) — these are outside our control and their outages do not affect your Performance Vue uptime calculation.
- Outages caused or contributed to by Customer's own actions, including misconfigured connections, actions that exceed documented API rate limits, or use of the service in violation of the Terms of Service.
- Outages caused by force majeure events as described in Section 9.
- Brief interruptions of less than five consecutive minutes.
4. Scheduled maintenance
We will notify active Pro and Enterprise customers by email at least 24 hours before any scheduled maintenance window. Maintenance windows will be planned for low-traffic periods where possible. Time spent in a properly notified maintenance window is excluded from the uptime calculation.
We will publish scheduled maintenance notices at our status page (we are working on making this publicly available; in the meantime, notices are sent by email).
5. Service credits
If we fail to meet the monthly uptime commitment, Pro plan customers may request a service credit according to the table below. Enterprise customers should refer to their order form, which may specify different credit terms.
| Monthly uptime achieved | Credit on next month's bill |
|---|---|
| 99.0% – < 99.5% | 10% |
| 95.0% – < 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied as a reduction against the next monthly subscription invoice. Credits are not redeemable for cash and do not carry forward beyond one billing cycle. The maximum total credit in any calendar month is one month's subscription fee for your current plan. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
6. How to claim a credit
To request a credit, email info@performancevue.com within 15 days after the end of the calendar month in which the downtime occurred. Your email must include:
- the account email address and workspace subdomain;
- the dates and approximate times (UTC) of each downtime incident; and
- a brief description of how the outage affected your service.
We will review your request within 10 business days and apply any approved credit to your next invoice. We may request additional information to verify the claim. We will not issue credits for periods not reported within the 15-day window.
7. Support response targets
The following are our best-effort targets for acknowledging support requests. These are acknowledgment time targets, not resolution time targets, and are not guaranteed. Response times are measured during standard business hours (Monday–Friday, 9 am–6 pm Central Time, excluding U.S. federal holidays).
| Severity | Definition | Acknowledgment target |
|---|---|---|
| Critical | The service is completely inaccessible or all users are unable to log in | 2 hours |
| High | A major feature is broken or significantly degraded for most users | 8 business hours |
| Medium | A feature is impaired but a workaround is available, or a non-critical integration is failing | Next business day |
| Low | Minor issue, cosmetic defect, or general question | Next business day |
To report an issue, email info@performancevue.com with a clear description of the problem, your workspace subdomain, and the approximate time the issue started. Including "CRITICAL" in the subject line for severity-1 issues helps us triage faster.
8. Monitoring and status
We monitor the Performance Vue service continuously using automated health checks against our API and dashboard endpoints. Uptime is measured from our monitoring systems, not from individual customer reports.
We are working on a public status page where we will post real-time availability and incident updates. Until that page is live, we will notify affected customers by email for any confirmed outage lasting longer than 15 minutes.
9. Exclusions
This SLA does not apply, and no credits are available, for downtime or degradation caused by:
- Force majeure. Events beyond our reasonable control, including natural disasters, war, acts of terrorism, government actions, internet backbone failures, or widespread power outages.
- Third-party infrastructure. Outages at AWS (including Lambda, API Gateway, RDS, DynamoDB, CloudFront, S3, and Cognito), Stripe, or other infrastructure providers that are outside our direct control.
- Third-party connectors. Any period during which a connected third-party service (QuickBooks, HubSpot, Google Analytics, Jira, Airtable, or similar) is unavailable or returning errors. The Performance Vue dashboard itself may remain available while connector data is stale or missing — this is not downtime under this SLA.
- Customer actions. Issues caused by Customer's misuse, misconfiguration, or actions taken in violation of the Terms of Service.
- Planned maintenance. Scheduled maintenance windows properly notified per Section 4.
- Free plan. No SLA applies to Free (Starter) plan accounts.
10. Changes to this SLA
We may update this SLA from time to time. If we reduce your credit entitlements or uptime commitment, we will give you at least 30 days' advance notice by email. Changes that expand your entitlements take effect immediately. Continued use of the service after the effective date of any change constitutes your acceptance of the revised SLA.
11. Contact
Questions about this SLA or to report a service issue: info@performancevue.com or Performance Vue LLC, 3751 Main St., Suite 600 #167, The Colony, TX 75056.