Enterprise Service Level Agreement

“Covered Service” means the core FeedEmbed platform: the embed widget delivery network, the feed data API, and the app.feedembed.io dashboard. It does not include third-party services such as the Meta / Instagram API, Supabase, or Cloudflare infrastructure.

“Downtime” means any period during which the Covered Service is unavailable or returning errors for more than 1% of requests, excluding Excused Downtime as defined in Section 4.

“Monthly Uptime Percentage” is calculated as: (total minutes in month – Downtime minutes) / total minutes in month × 100.

“Service Credit” means a credit applied to your next invoice, denominated as a percentage of your Covered Service charge for the affected billing month.

FeedEmbed commits to a 99.9% Monthly Uptime Percentage for the Covered Service. This equates to no more than approximately 43.8 minutes of Downtime per month.

If the Monthly Uptime Percentage in any calendar month falls below 99.9%, you are eligible to request a Service Credit according to the following schedule:

The maximum aggregate Service Credit for any single billing month is 75% of the Covered Service charge for that month. Credits are applied to future invoices and are not redeemable for cash.

The following do not count as Downtime for the purposes of this SLA:

• Factors outside FeedEmbed's reasonable control, including force majeure events.
• Failures of third-party services, including the Meta / Instagram API, Cloudflare's global network, Supabase, or Stripe.
• Scheduled maintenance for which FeedEmbed has provided at least 48 hours' advance notice via email or the status page at status.feedembed.io.
• Downtime caused by your software, hardware, or network configurations, or by actions taken by you or your users.
• Downtime resulting from your violation of the FeedEmbed Terms of Service or Acceptable Use Policy.
• Brief periods of elevated error rates (under 10 minutes) that self-resolve and are not caused by a change to the FeedEmbed platform.

To claim a Service Credit, email [email protected] with the subject line “SLA Credit Request — [your organisation name]”. Your request must:

1. Be submitted within 30 days of the end of the affected billing month.
2. Include the date(s) and time(s) of the Downtime, your account email address, and any supporting documentation (screenshots, error messages, HTTP response logs).

FeedEmbed will review your request within 10 business days and, if approved, apply the Service Credit to your next invoice within 60 days of approval. We may request additional information to verify the claim.

Service Credits are your sole and exclusive remedy for any failure by FeedEmbed to meet the uptime commitment in this SLA. Nothing in this SLA limits FeedEmbed's liability cap or other terms set out in the Master Services Agreement or Terms of Service.

FeedEmbed may update this SLA from time to time. Material changes will be communicated by email at least 30 days before they take effect. Continued use of the Enterprise plan after the effective date of a change constitutes acceptance of the updated SLA.