Service Level Agreement
Effective Date: January 1, 2026
Table of Contents
1Service Availability
goTether commits to providing 99.5% monthly uptime for our platform services. This allows for approximately 3.65 hours of downtime per month.
Uptime Calculation:
This SLA applies to paid subscription customers and covers core platform functionality.
2Exclusions
The following situations are NOT counted as downtime for SLA purposes:
- Scheduled maintenance (announced at least 24 hours in advance)
- Emergency maintenance for security patches or urgent fixes
- Third-party service outages (TikTok, Stripe, Discord, Twilio, etc.)
- Force majeure events (natural disasters, war, government actions)
- Issues caused by user actions or configurations
- Beta or experimental features
- API abuse or rate limit violations by users
3Scheduled Maintenance
We perform regular maintenance to ensure optimal platform performance:
- Advance notice: At least 24 hours before scheduled maintenance
- Preferred windows: 2:00 AM - 6:00 AM CT (low-traffic hours)
- Notifications: Posted on status page and emailed to affected users
Emergency Maintenance: May occur with shorter or no notice when necessary for security or critical fixes. We will communicate as soon as possible through our status page and email.
4Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
99.0% - 99.5%
10% of monthly fee
95.0% - 99.0%
25% of monthly fee
Below 95.0%
50% of monthly fee
How to Request Credits
- Email support@gotether.app within 30 days of the incident
- Include dates, times, and details of the outage
- Provide any error messages or screenshots if available
Credit Limitations
- Credits are capped at 100% of monthly subscription fee
- Credits are applied to future invoices (non-refundable as cash)
- Credits are your sole and exclusive remedy for uptime failures
5Support
We provide multiple channels for support:
- Email: support@gotether.app
- In-app chat during business hours
- Help documentation at gotether.app/help
Response Times: We aim to respond within 24-48 hours during business days. Response times may vary based on support tier and issue severity.
6Reporting Downtime
If you experience service issues:
- Check our status page for known issues
- Verify the issue is not on your end (network, browser, etc.)
- Report to support@gotether.app with detailed information
- Include timestamps, error messages, and steps to reproduce
7Limitations
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. This SLA does not modify or limit any disclaimers or limitations of liability in our Terms of Service.
We reserve the right to modify this SLA with 30 days notice to affected customers.
8Contact Us
For SLA-related inquiries: