Service Level Agreement (SLA)
Last Updated: February 16, 2026
This Service Level Agreement ("SLA") describes the uptime guarantees and support response times for FileSworn, operated by Verifore Technologies LLC. This SLA applies to paid subscriptions and defines the service levels you can expect based on your subscription tier.
1. Uptime Guarantees
Essential / Professional Tiers
- Uptime Target: 99.5% uptime per month (target, not guarantee)
- Scheduled Maintenance: Less than 4 hours per month
- Maintenance Notice: 72-hour advance notice for scheduled downtime
- SLA Credits: Not available for these tiers
These tiers receive best-effort uptime. While we strive for high availability, no financial credits are provided for downtime.
Enterprise Tier
- Uptime Guarantee: 99.9% uptime per month (backed by SLA credits)
- Scheduled Maintenance: Less than 2 hours per month
- Maintenance Notice: 72-hour advance notice for scheduled downtime
- Emergency Maintenance: 24-hour notice when possible
- SLA Credits: 10% of monthly fee per 1% below 99.9% uptime
Example SLA Credit Calculation:
If Enterprise uptime is 98.5% (1.4% below guarantee):
- Monthly subscription: $499
- Credit per 1%: $49.90
- Total credit: $49.90 × 1.4 = $69.86
2. Support Response Times
Essential (Free Tier)
- Email Support: 48-hour response time (best effort)
- Critical Issues: No dedicated response time guarantee
- Support Email: anthony@filesworn.com
- Support Hours: Monday-Friday, 9am-5pm CT
Professional Tier
- Email Support: 24-hour response time
- Critical Issues: 8-hour response time
- Support Email: anthony@filesworn.com
- Support Hours: Monday-Friday, 9am-5pm CT
Enterprise Tier
- Email Support: 4-hour response time
- Critical Issues: 1-hour response time
- Priority Queue: All support requests prioritized
- Support Email: anthony@filesworn.com
- Support Hours: Monday-Friday, 9am-5pm CT
- 24-Hour SLA: All issues resolved or escalated within 24 hours
3. Issue Severity Definitions
Critical (Priority 1)
Service is completely unavailable or data loss has occurred. Authentication failures, file upload failures, or platform-wide outages.
High (Priority 2)
Major feature degradation. Examples: share links not working, watermarking failures, certificate generation errors.
Medium (Priority 3)
Minor feature issues or performance degradation. Service is functional but not optimal.
Low (Priority 4)
Cosmetic issues, feature requests, or general questions. No impact on core functionality.
4. SLA Credit Process (Enterprise Only)
If FileSworn fails to meet the 99.9% uptime guarantee for Enterprise tier, you may request SLA credits:
- Credits must be requested within 30 days of the incident
- Email anthony@filesworn.com with details of the outage
- Maximum credit: 30% of monthly subscription fee
- Credits applied to your next month's invoice
- Credits are the exclusive remedy for SLA failures
Downtime calculation: Uptime is measured monthly. Scheduled maintenance (with 72-hour notice) is excluded from calculations.
5. Exclusions from SLA
This SLA does not apply to downtime caused by:
- User error or misuse of the platform
- Third-party service failures (Supabase, Stripe, Vercel)
- Force majeure events (natural disasters, network outages, acts of war)
- Scheduled maintenance with advance notice
- Beta features or features marked as experimental
- Issues caused by user's network or hardware
6. Incident Communication
- Status Updates: Email notifications for outages exceeding 30 minutes
- Post-Incident Reports: Provided to Enterprise customers within 5 business days
- Root Cause Analysis: Available upon request for Enterprise tier
7. Contact Information
Verifore Technologies LLC
Metairie, Louisiana 70001
For support inquiries or to request SLA credits:
anthony@filesworn.com