Service Level Agreement

Service Level Agreement

Capconvert, LLC. (“Capconvert”) commits to the service levels described in this Service Level Agreement (the “SLA”) for the Cortex SaaS product and for active Capconvert agency engagements. This SLA is incorporated into the Cortex Terms of Service and any signed Master Service Agreement.

Cortex Uptime Commitment

Capconvert commits to a monthly uptime of 99.95% for the Cortex production application, as measured per calendar month, excluding the Exclusions described below. 99.95% monthly uptime equates to approximately 21 minutes and 54 seconds of permitted unavailability per 30-day month.

Uptime is calculated as: (Total minutes in month - Unavailable minutes) / Total minutes in month, rounded to two decimal places.

Unavailable means the Cortex production web application or API returns a server error (HTTP 5xx) or times out on more than 50% of healthcheck probes during any two-minute sustained window. Brief blips below this threshold are not counted.

Exclusions

The following do not count against the uptime commitment:

• Scheduled maintenance announced at least 72 hours in advance via email to the Customer’s primary contact.
• Emergency maintenance performed to address a security vulnerability or other critical issue, provided Capconvert notifies the Customer as promptly as practicable.
• Force majeure events outside Capconvert’s reasonable control, including natural disasters, war, terrorism, government action, and large regional internet outages.
• Third-party platform outages from providers Cortex depends on (Vercel, Neon, Cloudflare, Anthropic, OpenAI, Google, Ahrefs, etc.) where the outage is on the provider’s side and Capconvert cannot mitigate.
• Customer-caused issues, including misconfiguration of OAuth connectors, expired credentials, exceeded rate limits, or unauthorized use triggering our abuse controls.
• Beta features and pre-release functionality, which are provided as-is without uptime commitment.

Service Credits

If monthly uptime falls below 99.95% in any given calendar month, the Customer is eligible for a service credit:

• Below 99.95% and above 99.50%: 10% of that month’s subscription fee, applied as credit to the next invoice.
• Below 99.50% and above 99.00%: 25% of that month’s subscription fee.
• Below 99.00%: 50% of that month’s subscription fee.

Service credits are the Customer’s sole and exclusive remedy for any failure to meet this SLA. Credits do not apply to metered usage overage charges, are non-refundable, and are not redeemable for cash. Total credits in any billing month will not exceed 50% of that month’s subscription fee.

To claim a credit, email help@capconvert.com within 30 days of the month-end with the affected dates and times. Capconvert will validate against internal monitoring and apply qualifying credits to the next invoice.

Agency Engagement Response Times

For active Capconvert agency engagements (SEO, GEO, PPC, CRO, etc.), the following response-time targets apply during U.S. Pacific business hours (Monday-Friday, 9am-6pm PT, excluding U.S. federal holidays):

• Critical issue (site outage, ad-account suspension, tracking down across all conversions): first response within 2 business hours.
• High-priority (single-platform issue blocking optimization work, significant ranking drop, campaign performance anomaly): first response within 4 business hours.
• Standard requests (audit questions, content review, normal optimization work): first response within 1 business day.

Response times are first-contact targets, not time-to-resolution. Resolution depends on issue complexity.

Monitoring & Status

Capconvert monitors the Cortex production application continuously with synthetic healthcheck probes from multiple geographic regions and posts material incidents to the Customer’s primary contact email. A public status page is on the roadmap; until then, contact help@capconvert.com to confirm whether an issue you observed is a known incident.

Last updated: May 26, 2026