Service Level Agreement (SLA)

1. Who this applies to

This Service Level Agreement (“SLA”) is between you and FunctionFly LLC, doing business as FunctionFly (“FunctionFly,” “we,” “us,” or “our”). It supplements our Terms of Service for customers with an active paid subscription that explicitly includes an uptime SLA as described in Section 3.

If you signed an order form, statement of work, or other written agreement that includes different uptime targets, remedies, or definitions, that document controls for the commitments and remedies it expressly states, and this SLA applies only to the extent it does not conflict.

2. Definitions

• Covered Services means the generally available FunctionFly control plane that we host and operate for your workspace, including the customer dashboard and documented HTTPS API endpoints used to authenticate, configure, invoke, and manage the platform as described in our public documentation. Covered Services do not include your own code, third-party hosting providers you connect, preview or beta features, or optional products unless your order form says otherwise.
• Downtime means minutes in a calendar month during which the Covered Services return consecutive HTTP 5xx errors or fail to establish a TLS connection for requests that meet our documented authentication and rate-limit requirements, provided the failure is attributable to FunctionFly’s infrastructure or software (not an exclusion below).
• Monthly Uptime Percentage means: (total minutes in the month − Downtime minutes) ÷ (total minutes in the month) × 100, rounded to two decimal places.
• Service Credit means a percentage of the net subscription fees you paid to us for the applicable Covered Services during the calendar month in which we failed to meet the applicable Monthly Uptime Percentage, applied as described in Section 6.

3. Plans with an uptime commitment

Free, Starter, and other plans that are not listed below are provided on a best-effort basis and do not include the uptime commitments or Service Credits in this SLA.

Add-on products (for example State Fabric tiers or other optional features) follow the same Monthly Uptime Percentage target as your Platform plan for the same workspace, unless your order form specifies a different target for those add-ons.

Plan names and commercial packaging are summarized on our Pricing page; the plan shown in your billing account and any order form determine eligibility.

4. Exclusions

Downtime does not include unavailability, errors, or degraded performance caused by or resulting from:

• Scheduled maintenance for which we provide at least forty-eight (48) hours’ notice by email, in-dashboard banner, or status page
• Emergency maintenance to address security or stability issues where advance notice is not practicable (we will use reasonable efforts to communicate during or promptly after the event)
• Your misuse of the Service, invalid requests, or violations of our Terms of Service or documented API limits
• Your networks, devices, DNS, certificates, or third-party services outside our control
• Execution of your functions, agents, or workloads on third-party runtimes or infrastructure you configure
• Features labeled beta, preview, experimental, or similar, unless we agree otherwise in writing
• Force majeure events or other circumstances outside our reasonable control (including widespread internet or cloud-provider outages affecting providers we depend on)
• Suspension or termination permitted under the Terms

5. Measurement

We measure Downtime using monitoring and logging systems we operate. If you believe our measurement omits qualifying Downtime, you may include representative request logs, timestamps, and correlation IDs when you submit a claim under Section 7. We will review in good faith and may reconcile discrepancies where the evidence is sufficient to verify an impact on the Covered Services.

Enterprise customers may also use the in-product SLA dashboard (when available) as a convenience; if it ever conflicts with our internal measurement for the same period, our internal records govern for credit decisions unless your order form says otherwise.

6. Service Credits

If we fail to meet the applicable Monthly Uptime Percentage for a calendar month, you may request the Service Credit percentage below. Credits are calculated against the subscription fees you actually paid us for the Covered Services tied to that workspace during that month (excluding taxes, pass-through fees, and amounts already credited or refunded). Service Credits are not cash, do not accrue interest, and will be applied to a future invoice or billing cycle for the same workspace.

Maximum Service Credits in a single calendar month will not exceed one hundred percent (100%) of those fees.

6.1 Professional (99.9% target)

6.2 Enterprise (99.99% target)

7. How to request a credit

To receive a Service Credit, you must:

• Send a request to support@functionfly.com (copying legal@functionfly.com if your agreement routes SLA notices to Legal)
• Include your workspace or account identifier, the calendar month, and a short description of the impact
• Submit the request within thirty (30) days after the end of the affected month

If we confirm that a Service Credit applies, we will apply it within two (2) billing cycles. If you are on a custom billing arrangement, we will apply the credit in a commercially reasonable manner consistent with your order form.

8. Sole remedy

Service Credits are your sole and exclusive financial remedy for any failure to meet the Monthly Uptime Percentage in this SLA. Nothing in this SLA limits any rights that cannot be limited under applicable law.

9. Changes

We may update this SLA from time to time. If we make a material change, we will post the revised SLA on this page and update the “Last updated” date. Material adverse changes apply prospectively from the date posted unless your order form guarantees a prior version for a defined term.

10. Contact

For SLA questions, contact sales@functionfly.com or legal@functionfly.com. For operational issues, use support@functionfly.com or Contact.