Service Level Agreement
Effective: July 11, 2026
Scope
This Service Level Agreement (“SLA”) applies to paid subscribers of Push Start Go LLC (“Company”) on the Pro and Business plans. Free plan users are not covered by this SLA but are served on a best-effort basis.
Uptime Commitment
Push Start Go commits to 99.5% monthly uptime for the core platform, calculated as follows:
“Downtime” means the platform is fully unavailable to all users. Partial degradation of non-core features (e.g., AI chatbot slowness during peak load, email delivery delays) does not count as downtime.
Scheduled Maintenance
We perform scheduled maintenance during low-traffic windows (typically 2–5 AM UTC on weekdays). Scheduled maintenance of up to 4 hours per month is excluded from uptime calculations. We will announce scheduled maintenance at least 48 hours in advance via:
- In-app banner notification
- Email to the address on your account
- Our status page (status.pushstartgo.com)
Incident Response SLAs
| Severity | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Full platform unavailable | 1 hour | 4 hours |
| High | Core feature broken for all users | 4 hours | 24 hours |
| Medium | Non-core feature degraded or slow | 1 business day | 5 business days |
| Low | Minor bug or cosmetic issue | 3 business days | Next scheduled release |
Service Credits
If monthly uptime falls below 99.5% in any calendar month, paid subscribers are eligible for a service credit applied to their next billing period:
- 99.0% – 99.5% uptime: 10% credit of monthly fee
- 95.0% – 99.0% uptime: 25% credit of monthly fee
- Below 95.0% uptime: 50% credit of monthly fee
To claim a credit, email support@pushstartgo.com within 30 days of the incident month. Credits are applied to your account and cannot be exchanged for cash.
Exclusions
This SLA does not apply to downtime caused by:
- Actions or omissions of third-party services (Stripe, Supabase, Vercel, Resend, Anthropic)
- Force majeure events (natural disasters, power outages, government action)
- Scheduled maintenance (notified in advance)
- User-caused issues (misconfiguration, account suspension)
- Free plan accounts
Support
Support requests for paid subscribers are addressed by email at support@pushstartgo.com within the response times above. You may also use the in-app help chat for non-urgent questions.
Changes to This SLA
We may update this SLA periodically. Changes will be announced 30 days in advance via email. Continued use of the service after the effective date constitutes acceptance of the updated SLA.