Service Level Agreement (SLA)

Overview

This Service Level Agreement ("SLA") describes the availability commitments and operational standards AtlasForge Financial provides for its platform, including Safe to Spend, Ember360, and the APIs for Banks & Fintechs.

This SLA applies to customers on Growth and Enterprise plans. Starter and free-tier accounts receive best-effort support without committed uptime targets.

Availability Commitment

AtlasForge Financial targets the following monthly uptime by tier:

• Starter — best-effort (no committed SLA)
• Growth — 99.9% monthly uptime
• Enterprise — 99.95% monthly uptime, with dedicated incident response

"Monthly Uptime" is calculated as: total minutes in the month minus minutes of Unavailability, divided by total minutes in the month.

What counts as Unavailability

• Sustained 5xx error rates above 1% on production API endpoints
• Full outage of the Partner Portal
• Inability to ingest events through the Ingest API for more than 15 consecutive minutes

What does NOT count as Unavailability

• Scheduled maintenance announced at least 48 hours in advance
• Degradation caused by partner integrations or third-party providers (e.g. Plaid, Stripe, banking partners)
• Issues caused by customer code, misconfiguration, or invalid credentials
• Force majeure events outside of our reasonable control

Service Credits

If we fail to meet the SLA in a given calendar month:

• 99.0% – 99.9% uptime → 10% service credit
• 95.0% – 99.0% uptime → 25% service credit
• Below 95.0% uptime → 50% service credit

Credits are applied to the next billing cycle and are the customer's sole and exclusive remedy for SLA breaches. Credit requests must be submitted within 30 days of the affected period.

Incident Response

Severity levels and target response times:

• Sev 1 (full outage) — initial response within 15 minutes, 24×7
• Sev 2 (major degradation) — initial response within 1 hour, 24×7
• Sev 3 (minor impact) — initial response within 1 business day
• Sev 4 (informational) — initial response within 2 business days

Status & Communication

Real-time platform status is published at atlasforgefinancial.com/status. Incident updates are posted there and emailed to designated technical contacts on Enterprise plans.

Scheduled Maintenance

Whenever possible, scheduled maintenance is performed during the following window:

• Saturdays 02:00 – 06:00 US Eastern Time
• Announced at least 48 hours in advance via the Status page

Customer Responsibilities

To maintain SLA eligibility, customers agree to:

• Keep API keys current and secure
• Implement exponential backoff and retry logic on requests
• Respect documented rate limits
• Report suspected issues promptly to customersupport@atlasforgefinancial.com

Changes to this SLA

AtlasForge may update this SLA from time to time. Material changes will be communicated to active customers at least 30 days before taking effect.

Contact

For SLA questions or to submit a credit request:

customersupport@atlasforgefinancial.com

843-291-2556