Service Level Agreement

This SLA applies to all FSM Navigator subscription plans (Free, Pro, and Enterprise). It describes the service levels we commit to and the remedies available if those commitments are not met.

This SLA forms part of the agreement between CJD Technologies LLC (“Company,” “we,” “us,” “our”) and the customer (“you,” “your”), supplementing the Terms of Service.

In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail unless this SLA explicitly states otherwise.

“Service” means the FSM Navigator web application, mobile applications, and APIs.

FSM Navigator targets a monthly uptime of 99.9% for Pro and Enterprise plans.

For the Free plan, uptime is provided on a commercially reasonable basis without a guaranteed SLA percentage.

Uptime is measured as the percentage of time the Service is available and operational during a calendar month.

Our target translates to no more than approximately 43 minutes of unplanned downtime per month.

Monthly uptime is calculated using the following formula:

For the purposes of this SLA:

• “Downtime” means a period during which the Service is materially unavailable or unusable, as measured by our internal monitoring systems.
• Downtime begins when our monitoring detects the issue (or when a customer reports it, whichever is earlier) and ends when the Service is restored.
• Partial degradation (e.g., slow response times) is not counted as Downtime unless the Service is materially unusable.

We perform scheduled maintenance during low-traffic windows, typically between 12:00 AM and 6:00 AM Central Standard Time (CST).

We will provide at least 48 hours advance notice for scheduled maintenance expected to cause downtime.

Scheduled maintenance windows are excluded from Downtime calculations.

Emergency maintenance to address critical security vulnerabilities may be performed with shorter notice.

If we fail to meet our uptime commitment, Pro and Enterprise customers are eligible for service credits:

• Service credits are applied as a credit to the next billing cycle; they are not paid out as cash refunds.
• Maximum service credits per month will not exceed 50% of the customer’s monthly subscription fee.
• Service credits are the sole and exclusive remedy for any failure to meet this SLA.

For billing and refund details, see our Refund Policy.

We provide support across all plans with the following target response times:

• Response times are measured during business hours (9 AM – 6 PM ET, Monday – Friday) except for Critical (P1) issues which are monitored 24/7.
• Enterprise plan customers receive prioritized support handling.
• Response time means our initial acknowledgment of the issue, not necessarily its resolution.
• Support is available via email at [email protected].

For service-affecting incidents, we will post updates to our status page within 30 minutes of detection.

We will provide ongoing updates at least every 60 minutes during an active incident.

A post-incident report (PIR) will be published within five (5) business days of resolution for any incident exceeding 30 minutes of Downtime.

Post-incident reports include:

• Root cause analysis
• Impact assessment
• Timeline of events
• Preventive measures to avoid recurrence

The following are excluded from Downtime calculations and do not qualify for service credits:

• Scheduled maintenance windows (with proper advance notice)
• Force majeure events (natural disasters, wars, government actions)
• Issues caused by the customer’s own systems, networks, or code
• Third-party service outages beyond our reasonable control (e.g., cloud infrastructure provider failures)
• Account suspension due to Terms of Service violations or non-payment
• Internet connectivity issues between the customer and our servers
• Beta or preview features explicitly marked as non-production
• Downtime resulting from customer-requested changes or configurations

Service credit requests must be submitted within thirty (30) days of the end of the month in which the Downtime occurred.

Requests must be sent to [email protected] with the subject line “SLA Credit Request.”

Include the following information in your request:

• Your company name
• Account ID (if known)
• Dates and times of Downtime experienced
• A brief description of the impact

We will review requests within ten (10) business days and respond with approval or denial including reasoning.

Approved credits will appear on the next billing statement.

If you have any questions about this Service Level Agreement, please contact us: