Service Level Agreement

1. Scope

This Service Level Agreement (“SLA”) is between Synchro Labs LLC (“Synchro Labs,” “we,” “us,” or “our”) and subscribers to a paid DataCrop subscription tier (Pro, Max, Team, or Enterprise). It is incorporated by reference into our Terms of Service and supersedes any prior uptime representations. Free-tier users are not covered by this SLA.

2. Uptime Commitment

Synchro Labs commits to a monthly API uptime of 99.5% (“Uptime Target”) for the DataCrop API endpoint. This commitment reflects the realistic operational profile of a service hosted on modern cloud infrastructure, and we believe it accurately represents what we can dependably deliver.

3. Uptime Calculation

Monthly uptime is calculated as follows:

“Downtime” means a period of at least five (5) consecutive minutes during which all or substantially all API requests to the DataCrop API endpoint return HTTP 5xx server errors, as measured by Synchro Labs internal monitoring. Downtime is measured from the start of an incident to the time at which normal service operation resumes.

“Total Minutes” is the total number of minutes in the applicable calendar month. A calendar month with 99.5% uptime allows for a maximum of approximately 3 hours and 39 minutes of Downtime.

4. Exclusions

The following periods and conditions do not count as Downtime for purposes of this SLA:

• Force majeure: Events beyond our reasonable control, including natural disasters, acts of government, war, pandemic, or widespread infrastructure failure.
• Third-party infrastructure: Outages caused by providers outside our direct control, including Vercel (application hosting), Supabase (database), Stripe (billing), or Resend (email).
• Upstream data providers: Periods of unavailability caused by USDA or FRED API downtime affecting our data pipeline.
• Scheduled maintenance: DataCrop deploys using atomic, zero-downtime infrastructure (Vercel). We do not maintain scheduled maintenance windows and do not exclude any time on this basis.
• Policy violations: Service interruptions caused by your violation of our Terms of Service or Acceptable Use Policy.
• Account suspension: Downtime occurring while your account is suspended for non-payment or policy violations.
• User error or abuse: Degraded performance resulting from your misuse of the API, circumvention of rate limits, or use patterns inconsistent with your subscription tier.

5. Service Credits

If monthly uptime falls below the Uptime Target and you submit a valid credit request as described in Section 6, you are eligible for a service credit applied to a future billing period:

Credits are applied to your next billing period as an account credit. Credits are not redeemable for cash. The maximum credit for any single calendar month is fifty percent (50%) of one month’s subscription fee, regardless of the severity or duration of the incident. Annual subscribers’ monthly fee for purposes of this calculation is one-twelfth (1/12) of their annual charge.

6. How to Request a Credit

To claim a service credit, email support@datacrop.dev within thirty (30) calendar days of the incident. Your request must include your account email address and the approximate dates and times of the reported Downtime. We will review our internal monitoring records and respond within ten (10) business days. Credits will not be issued for incidents more than thirty (30) days before the credit request date.

7. Sole Remedy

Service credits described in this SLA are your sole and exclusive remedy for any period of Service unavailability, including any period in which the Uptime Target is not met. This SLA does not modify the Limitation of Liability section of our Terms of Service.

8. SLA Modifications

Synchro Labs may update this SLA with at least thirty (30) days’ advance notice to subscribers. Changes will not reduce the Uptime Target below 99.0% for currently active paid subscribers without their express consent.