Service Level Agreement
SKRIB, INC.
Service Level Agreement (SLA)
Effective Date: 26 May 2026
This Service Level Agreement (this “SLA”) sets out Skrib’s service-level commitments for the Skrib Platform. It is incorporated by reference into the Skrib Software Services Agreement at https://skrib.com/legal/ssa and the Skrib Master Service Agreement at https://skrib.com/legal/msa, where applicable. The Service Level Tier that applies to a particular Customer subscription is set out in the Order Form (Annex A).
This SLA applies to subscriptions that are paid for and current. It does not apply to free plans, trial accounts, beta or early-access features (governed by the Beta Terms at https://skrib.com/legal/beta-terms), or accounts in arrears.
Capitalised terms used and not defined here have the meanings given in the Software Services Agreement or the Master Service Agreement.
1. Definitions
“Customer Tier” means the SLA Tier (Standard, Premium, or Mission-Critical) set out in the Order Form.
“Excluded Downtime” has the meaning given in Section 7.
“Extended Outage” means continuous Downtime affecting all or substantially all Authorized Users for more than twenty-four (24) consecutive hours.
“Monthly Subscription Fee” means the fee paid by Customer to Skrib for the Skrib Platform for the calendar month in which the relevant Downtime occurred (excluding fees for AI Credits, overages, professional services, or third-party offerings).
“Monthly Uptime Percentage” means the percentage calculated as (Total Minutes in the Calendar Month minus Downtime Minutes) divided by Total Minutes in the Calendar Month, multiplied by 100, rounded to two decimal places. Excluded Downtime is not counted as Downtime Minutes.
“Downtime” means a period during which the Skrib Platform is not available for use by Authorized Users due to a fault attributable to Skrib, as measured by Skrib’s monitoring systems.
“Service Credits” means the credits described in Section 5.
“Uptime Commitment” means the Monthly Uptime Percentage that Skrib commits to achieve for the Customer Tier.
2. Service Commitment
Skrib will use commercially reasonable efforts to make the Skrib Platform available with the Monthly Uptime Percentage stated for the Customer Tier in Section 4. Excluded Downtime is not counted toward Downtime.
3. Calculation methodology
Monthly Uptime Percentage is measured per calendar month. Skrib uses synthetic and passive monitoring of the Skrib Platform from multiple geographically dispersed observation points. Downtime is recorded when monitoring confirms unavailability for at least five (5) consecutive minutes. Customer-specific availability data is available on request via the Compliance Reports Portal at https://compliance.skrib.com.
4. Service Level Tiers
Three Tiers are available. The Tier applicable to a Customer subscription is set out in the Order Form. Premium and Mission-Critical Tiers are available on Organization and Enterprise plans only.
Standard — Monthly Uptime Commitment: 99.5%; Support response (P1): 1 business day (business hours); Maximum Service Credits per month: Up to 25% of the Monthly Subscription Fee.
Premium — Monthly Uptime Commitment: 99.9%; Support response (P1): 4 business hours (business hours); Maximum Service Credits per month: Up to 50% of the Monthly Subscription Fee.
Mission-Critical — Monthly Uptime Commitment: 99.95%; Support response (P1): 1 hour (24x7); Maximum Service Credits per month: Up to 100% of the Monthly Subscription Fee.
5. Service Credits
If the Monthly Uptime Percentage in any calendar month is less than the Uptime Commitment for the Customer Tier, Skrib will, on Customer’s valid claim, issue Service Credits to be applied against future invoices, calculated as follows:
Less than the Uptime Commitment but ≥ 99.0% — Service Credit: 10% of the Monthly Subscription Fee for the affected month.
Less than 99.0% but ≥ 95.0% — Service Credit: 25% of the Monthly Subscription Fee for the affected month.
Less than 95.0% — Service Credit: 50% of the Monthly Subscription Fee for the affected month (or up to the maximum specified for the Tier in Annex A).
Service Credits are subject to the maximum monthly cap stated for the Customer Tier in Section 4. Service Credits are non-transferable, non-cash, and may only be applied against future invoices for the Skrib Platform. Service Credits expire twelve (12) months after issue if not applied. Service Credits are Customer’s sole and exclusive remedy for any failure by Skrib to meet the Uptime Commitment, except as provided in Section 6 (Extended Outage).
6. Extended Outage termination right
If an Extended Outage occurs, Customer may terminate the affected Order Form on written notice to Skrib at contact@skrib.com given within thirty (30) days after the end of the Extended Outage. On such termination, Skrib will refund any pre-paid unused fees attributable to the period after termination. Termination under this Section is in addition to (not instead of) any Service Credits earned for the relevant calendar month, but is in lieu of any further damages relating to the Extended Outage to the maximum extent permitted by applicable law.
7. Excluded Downtime
The following events do not count as Downtime for purposes of the Monthly Uptime Percentage:
scheduled maintenance announced at least seventy-two (72) hours in advance, conducted within published maintenance windows;
emergency maintenance reasonably necessary to address a security vulnerability or imminent risk to the Skrib Platform, where Skrib uses reasonable efforts to give Customer notice;
Force Majeure Events as defined in the SSA / MSA;
Downtime caused by Customer’s acts or omissions, by Customer’s Authorized Users, or by Customer Content (for example, malformed input causing crashes);
Downtime caused by Customer’s failure to follow Skrib’s reasonable technical instructions or use the Skrib Platform within published technical limits;
Downtime caused by third-party services or networks not within Skrib’s reasonable control (for example, public-internet routing issues, Customer-side network failures, or third-party AI provider outages, where Skrib’s service is otherwise functional);
Downtime affecting only beta, early-access, or experimental features (governed by the Beta Terms);
Downtime caused by suspension of access by Skrib for security, legal, payment, or AUP-violation reasons in accordance with the Agreement; and
Downtime caused by Skrib’s good-faith compliance with a binding governmental order or order of a court of competent jurisdiction.
8. Support response targets
Support is provided in accordance with the Customer Tier and the Order Form. The targets below apply to support tickets correctly classified by severity and submitted via the support channels stated in the Order Form.
P1 — Critical — Definition: Skrib Platform is unavailable, or a core feature is broken for all or substantially all Authorized Users.; Initial response: Per Annex A (Tier-specific); Update cadence: Every 1 hour until resolved or downgraded..
P2 — High — Definition: Material degradation; core feature unavailable for a subset of Authorized Users; significant data integrity concern.; Initial response: Within 4 business hours; Update cadence: Every 4 hours until resolved..
P3 — Medium — Definition: Functional issue with a workaround; non-core feature degraded; cosmetic but customer-affecting issue.; Initial response: Within 1 business day; Update cadence: Every business day until resolved..
P4 — Low — Definition: General questions, feature requests, documentation issues.; Initial response: Within 2 business days; Update cadence: As needed..
Initial response means a substantive response from a qualified Skrib representative, not an automated acknowledgement. Skrib does not guarantee a resolution time but will use commercially reasonable efforts to resolve issues based on severity. Customer is responsible for accurate severity classification; Skrib may re-classify in good faith with notice to Customer.
9. Claim procedure
To receive Service Credits, Customer must submit a written claim to contact@skrib.com (subject line “SLA Credit Claim — [Customer name] — [Month/Year]”) within thirty (30) days after the end of the calendar month in which the relevant Downtime occurred. The claim must include (a) the dates and times of the Downtime claimed; (b) the Authorized Users affected; (c) any monitoring or telemetry Customer has; and (d) the Customer’s reasonable basis for the claim. Skrib will validate the claim and apply approved Service Credits to the next invoice.
Skrib’s monitoring records are conclusive in the absence of clear and convincing evidence to the contrary.
10. Limitations
Service Credits are subject to the maximum monthly cap for the Customer Tier.
Service Credits are not refunded as cash, except where Customer terminates for an Extended Outage under Section 6, or where Skrib is required to do so under applicable law.
This SLA does not apply during a free trial, beta period, or any period in which Customer is in material breach of the Agreement (including non-payment beyond any applicable cure period).
Where Customer is in arrears, Service Credit accrual is suspended until amounts are paid.
11. Changes to this SLA
Skrib may update this SLA from time to time. Material changes will be notified in accordance with the Software Services Agreement or the Master Service Agreement. Where Skrib materially reduces a service level applicable to a then-current Order Form, Customer may terminate the affected Order Form on written notice within thirty (30) days of the change, and Skrib will refund pre-paid unused fees for the period after termination.
12. Contact
All SLA correspondence (claims, escalations, support requests, classification disputes): contact@skrib.com. For urgent operational issues, the support channels in the Order Form take precedence; for legal correspondence relating to this SLA, contact@skrib.com with the subject line “Legal — SLA”.
Annex A — Customer-specific SLA terms (set in the Order Form)
This Annex is completed for each Customer based on the Tier purchased in the Order Form. The values below are placeholders; the operative values are those set out in the executed Order Form.
Customer — Detail (set in the Order Form): [Customer legal name].
Subscription Term — Detail (set in the Order Form): [as set out in the Order Form].
Tier — Detail (set in the Order Form): [Standard / Premium / Mission-Critical] — see the table in Section 4 of this SLA.
Uptime Commitment — Detail (set in the Order Form): [99.5% / 99.9% / 99.95%].
P1 response time — Detail (set in the Order Form): [1 business day / 4 business hours / 1 hour 24x7].
Support hours — Detail (set in the Order Form): [Business hours: Monday–Friday, 09:00–18:00 in the Customer’s primary time zone] / [24x7 for P1 (Mission-Critical only)].
Support channels — Detail (set in the Order Form): Email at contact@skrib.com (subject line: [Support — Tier — Severity]); customer-portal ticketing where available.
Maximum monthly Service Credits — Detail (set in the Order Form): [25% / 50% / 100% of the Monthly Subscription Fee].
Carrier credits / refund election — Detail (set in the Order Form): Service Credits are non-cash; not refunded as cash unless the Customer terminates the Order Form for an Extended Outage as defined in Section 6.