LoyalBase Platform — SLA
Effective Date: April 12, 2026
This Service Level Agreement ("SLA") describes the service availability commitments, support response times, and credit policy provided by LoyalBase LLC ("LoyalBase," "we," "us") to customers ("Customer") of the LoyalBase platform.
This SLA forms part of the Terms of Service between LoyalBase and Customer. In the event of a conflict between this SLA and the Terms of Service, this SLA prevails with respect to service availability matters.
Effective Date: April 12, 2026.
LoyalBase targets a Monthly Uptime Percentage of 99.9% for all paid subscription plans. This target applies to the core platform services: the Member App, the Tenant Dashboard, and the LoyalBase API.
If LoyalBase fails to meet the uptime target in any calendar month, Customer is eligible for Service Credits according to the following schedule:
Service Credits apply as follows by subscription plan:
Service Credits are Customer's sole and exclusive remedy for any failure by LoyalBase to meet the Monthly Uptime Percentage commitment. Service Credits are not refundable as cash and may only be applied toward future subscription fees.
The maximum total Service Credits issued to Customer in any single calendar month shall not exceed fifty percent (50%) of the subscription fee paid by Customer for that month.
Service Credits do not apply if Customer's account is past due or suspended at the time of the incident.
LoyalBase performs scheduled maintenance to ensure the reliability, security, and performance of the platform. Scheduled maintenance is excluded from Downtime calculations.
LoyalBase will provide at least 48 hours' advance notice for scheduled maintenance expected to impact service availability. Notices will be published on the LoyalBase status page and sent by email to the primary account contact.
LoyalBase targets a scheduled maintenance window of Sunday 02:00–06:00 UTC. LoyalBase endeavors to complete all maintenance within the announced window and to minimize actual impact on service availability.
Emergency maintenance required to address critical security vulnerabilities or active incidents may be performed with shorter notice. LoyalBase will provide as much advance notice as circumstances permit.
Support is available through the following channels based on subscription plan:
LoyalBase categorizes support requests by the following severity levels and targets:
Business hours for support purposes are Monday through Friday, 09:00–18:00 Eastern Time (ET), excluding U.S. federal holidays. Critical (P1) issues are handled on a best-effort basis outside business hours for Pro and Scale plans.
LoyalBase maintains a public status page where current platform status, active incidents, and historical uptime data are published.
Upon identifying an incident affecting service availability, LoyalBase will post an initial incident report within 30 minutes of detection, followed by regular updates until the incident is resolved.
A post-incident report will be published within 5 business days for P1 incidents, summarizing the root cause, timeline, and corrective actions taken.
The following events are excluded from Downtime calculations and do not entitle Customer to Service Credits:
LoyalBase measures Monthly Uptime Percentage using internal monitoring systems that perform authenticated health checks against the LoyalBase platform endpoints at regular intervals. Monitoring is performed from multiple geographic regions.
A service is considered "unavailable" when three or more consecutive health checks from at least two independent monitoring locations fail to receive a successful response within a 30-second timeout.
Uptime records are retained for a minimum of 12 months and are available to customers upon written request.
To receive a Service Credit, Customer must submit a claim within 30 days of the end of the affected calendar month. Claims must be submitted by email to legal@loyalbase.dev with the subject line "SLA Credit Request — [Month/Year]" and must include: the Customer's account name, the dates and times of the claimed Downtime, and a description of how Customer was affected.
LoyalBase will evaluate the claim using its monitoring data within 15 business days of receipt. If the claim is validated, LoyalBase will apply the applicable Service Credit to Customer's next invoice. LoyalBase's determination is final, subject to Customer's right to dispute via the process in the Terms of Service.
Service Credits are the sole and exclusive remedy available to Customer for any failure by LoyalBase to meet the service availability commitments set forth in this SLA. The maximum aggregate liability of LoyalBase under this SLA in any calendar month shall not exceed the Service Credit caps described in Section 3.
Nothing in this SLA limits either party's liability for fraud, death or personal injury caused by negligence, or any liability that cannot be excluded by applicable law.
LoyalBase may update this SLA from time to time. Material changes will be communicated to Customer by email at least 30 days before taking effect. Customer's continued use of the Services after the effective date of any update constitutes acceptance of the updated SLA.
If LoyalBase reduces the uptime commitment or service credit levels applicable to Customer's current plan, Customer may terminate its subscription for cause with a pro-rated refund of prepaid fees by providing written notice within 30 days of the effective date of such change.
This SLA is governed by the laws of the State of Florida, United States, without regard to conflict of laws principles. Any disputes arising under this SLA shall be subject to the exclusive jurisdiction and venue set forth in the Terms of Service.
For SLA claims, uptime inquiries, or support escalations, contact us at legal@loyalbase.dev or support@loyalbase.dev
LoyalBase LLC
7901 4th St N, Ste 300
St. Petersburg, FL 33702, USA
+1 (561) 408-5283