Service Level Agreement

Scope and Definitions

This SLA applies to the Atlas service made available at the Atlas web application and associated APIs (the Service). It supplements, and is governed by, the Atlas Terms of Service and any master agreement signed between you and Atlas. For Free and Team plans the Service is provided on a commercially reasonable best-effort basis, and this SLA is informational only.

The following definitions apply throughout this SLA:

• Service: the Atlas all-in-one work platform, including its hosted web application and supported APIs.
• Uptime: the periods during which the Service is materially available for use, excluding events listed under Exclusions.
• Downtime: a period in which the core Service is unavailable to a customer, measured in consecutive minutes and confirmed by Atlas monitoring.
• Monthly Uptime Percentage: the calculation described in the Uptime Commitment section, expressed for a single calendar month.
• Scheduled Maintenance: planned work announced in advance on the Atlas status page at status.atlas.
• Service Credit: a credit applied to a future invoice as the sole and exclusive remedy for a missed uptime commitment.
• Eligible Plan: a paid Enterprise plan in good standing that is current on all fees and not suspended for breach.

Uptime Commitment

For Eligible Plans, Atlas will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.95% during each calendar month.

Monthly Uptime Percentage is calculated as the total number of minutes in the calendar month, minus Downtime minutes, divided by the total number of minutes in the calendar month, expressed as a percentage. Minutes attributable to any event described under Exclusions are not counted as Downtime.

Free and Team plans are not Eligible Plans. They are provided on a commercially reasonable best-effort basis and do not carry a committed uptime figure or eligibility for Service Credits.

Exclusions

The uptime commitment and Service Credits do not apply to any unavailability, suspension, or degradation caused by the following:

• Scheduled Maintenance performed with advance notice, or emergency maintenance reasonably required to protect the security or integrity of the Service.
• Force majeure events beyond Atlas's reasonable control, including natural disasters, network or power failures, and acts of government.
• Factors caused by the customer, including misconfiguration, use of the Service outside the documentation, or insufficient customer-side capacity.
• Failures of third-party integrations, networks, devices, or services outside Atlas's direct control.
• Beta, preview, trial, or otherwise labeled non-general-availability features.
• Suspension or termination of the customer's account for breach of the Terms of Service or for non-payment.

Scheduled Maintenance

Atlas performs Scheduled Maintenance to keep the Service secure, reliable, and current. Atlas aims to schedule such work during low-traffic maintenance windows and to provide advance notice through the Atlas status page at status.atlas.

Where reasonably practicable, Atlas provides at least several days of notice for planned maintenance that is expected to cause meaningful unavailability. Time during properly noticed Scheduled Maintenance is excluded from Downtime.

Service Credits

If Atlas fails to meet the uptime commitment for an Eligible Plan in a given calendar month, the affected customer may claim a Service Credit calculated as a percentage of the monthly fee paid for the affected Service in that month:

• Monthly Uptime Percentage of 99.0% to less than 99.95%: 10% Service Credit.
• Monthly Uptime Percentage of 95.0% to less than 99.0%: 25% Service Credit.
• Monthly Uptime Percentage below 95.0%: 50% Service Credit.
• Service Credits are calculated against the monthly fee for the affected Service only and are capped at 50% of that monthly fee.
• Service Credits are applied to future invoices, are not redeemable for cash, and do not accrue interest.

How to Claim a Service Credit

To request a Service Credit, the customer must submit a claim within thirty days after the end of the calendar month in which the missed commitment occurred. Claims submitted after this window will not be eligible.

Send the claim by email to enterprise@wrxstack.com, including the affected dates and times, the affected Service, and any logs, timestamps, or request identifiers that document the Downtime. Atlas will review the claim against its monitoring records and respond with its determination.

Service Credits are the sole and exclusive remedy for any failure by Atlas to meet the uptime commitment under this SLA.

Support Response Targets

For Eligible Plans, Atlas targets the following first-response times based on the severity of the reported issue. Response times are measured from the time a complete report is received at support@wrxstack.com or through the designated support channel.

• S1 Critical: the Service is unavailable or a critical function is unusable with no workaround. Target first response within 1 hour.
• S2 Major: a major function is significantly impaired but a workaround exists. Target first response within 4 business hours.
• S3 Minor: a minor function is impaired with limited impact. Target first response within 1 business day.
• S4 Question: a general question, guidance request, or feature inquiry. Target first response within 2 business days.
• Live incident status and updates are published on the Atlas status page at status.atlas.

Data Durability and Backups

Atlas maintains regular backups of customer data and operates with redundancy designed to support recovery in the event of an infrastructure failure. Backup and point-in-time recovery capabilities vary by plan and are intended to support continuity of the Service.

Backups are an operational safeguard and are not a substitute for the customer's own records. Customers are responsible for maintaining their own exports and copies of important data using the export tools available within the Service.

Security and Compliance

Atlas maintains a security and compliance program aligned to recognized industry frameworks, including SOC 2 Type II and ISO 27001. Atlas supports customer obligations under GDPR and offers HIPAA-aligned arrangements where applicable.

Further detail on Atlas security practices is available at /security. To request a data processing agreement or related documentation, visit /legal/dpa-request.

Changes to This SLA

Atlas may update this SLA from time to time. For material changes that reduce the committed service levels, Atlas will provide reasonable advance notice through the Service, the status page, or by email to the customer's account contacts.

This SLA supplements the Atlas Terms of Service at /legal/terms and any signed master agreement. In the event of a conflict, the master agreement controls, followed by the Terms of Service, and then this SLA. For non-Enterprise plans, this SLA is informational and does not create a binding service level commitment.

Contact

For questions about this SLA, eligibility, or Service Credits, contact the Atlas enterprise team at enterprise@wrxstack.com.

To report an incident or request support, contact support@wrxstack.com and monitor live status on the Atlas status page at status.atlas. This SLA is part of your agreement with Atlas and does not constitute legal advice.