Hectares

This Service Level Agreement ("SLA") governs the use of Hectares.ai services under the terms of the Hectares.ai Terms of Service between Agridev Inc ("Hectares.ai", "us" or "we") and users of Hectares.ai services ("you"). This SLA applies separately to each account using Hectares.ai services.

Note: This SLA applies to paid subscription plans only. Free tier accounts are provided on an "as-is" basis without uptime guarantees.

Service Commitment

Hectares.ai will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.

Monthly Uptime Calculation

Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Example: In a 30-day month (43,200 minutes), 99.9% uptime allows for up to 43.2 minutes of downtime.

Service Credits

If we fail to meet the Service Commitment, you will be eligible for Service Credits:

Monthly Uptime Percentage	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Service Credits are calculated as a percentage of the total charges paid by you for the affected service month and will be applied to future invoices.

Credit Request Process

To receive Service Credits, you must submit a claim by:

Emailing support@hectares.ai within 30 days after the end of the month in which the downtime occurred
Including "SLA Credit Request" in the subject line
Providing:
- Your account ID and organization name
- Dates and times of unavailability
- Affected services or features
- Documentation of errors received

We will evaluate all claims and issue credits within 45 days of receipt.

SLA Exclusions

This SLA does not apply to any unavailability caused by:

Scheduled maintenance (with 48 hours advance notice)
Emergency maintenance (with notification as soon as practicable)
Force majeure events or Internet failures beyond our control
Your equipment, software, or other technology
Actions or inactions by you or third parties
Features labeled as "beta," "preview," or "experimental"
Suspension or termination of your account for Terms of Service violations
API usage exceeding rate limits

Support Response Times

We provide tiered support based on issue severity:

Critical (Service Down)

Complete loss of service affecting all users. Target response: 1 hour

High (Major Feature Unavailable)

Core features unusable but service operational. Target response: 4 hours

Medium (Minor Feature Issue)

Non-critical features affected. Target response: 24 hours

Low (General Inquiries)

Questions and minor issues. Target response: 48 hours

Response times are during business hours (9 AM - 5 PM EST, Monday-Friday) unless you have 24/7 support.

Maintenance Windows

We perform maintenance during the following windows:

Scheduled Maintenance

Time: Sundays, 2:00 AM - 6:00 AM EST
Frequency: Monthly or as needed
Notice: 48 hours advance via email and in-app notification
Not counted toward downtime for SLA purposes

Emergency Maintenance

When: Critical security updates or system stability issues
Notice: As soon as practicable
Counted toward downtime if exceeds 5 minutes

Service Monitoring

We continuously monitor service availability and performance:

Real-time system status at status.hectares.ai
Automated alerts for service degradation
Proactive monitoring of key performance indicators
Incident post-mortems for significant outages

Changes to This SLA

We may modify this SLA by providing at least 30 days notice. If you disagree with the changes, you may terminate your subscription. Continued use after the effective date constitutes acceptance of the modified SLA.

Contact Information

Support: support@hectares.ai

SLA Claims: sla@hectares.ai

Status Page: status.hectares.ai

Phone: 1-800-HECTARES (Available for Enterprise customers)