Service Level Agreement (SLA)

Last updated: August 26, 2025

Overcut Service Level Agreement (SLA)

This Service Level Agreement ("SLA") applies to paying Customers of the Overcut platform (the "Service") under an active subscription or pre-commitment credit purchase (each, a "Customer"). This SLA sets out Overcut's commitments to availability and support, and the remedies available if those commitments are not met.

Capitalized terms not defined herein have the meaning given in the Terms of Service.

1. Availability

During the Term, Overcut will provide the Service with a Monthly Uptime Percentage objective of 99.0% ("SLO").

If Overcut does not meet the SLO in a calendar month, and Customer meets its obligations under this SLA, Customer will be eligible to receive Service Credits as described below. This SLA states Customer's sole and exclusive remedy for any failure by Overcut to meet the SLO.

1.1 Definitions

"Downtime Period" means five (5) or more consecutive minutes of Service unavailability. Intermittent downtime of less than five minutes will not count. Scheduled Downtime is excluded.

"Scheduled Downtime" means planned maintenance communicated in advance by Overcut.

"Monthly Uptime Percentage" = (Total minutes in the month – Downtime minutes) ÷ Total minutes in the month.

"Service Credit" means credits applied to the Customer's Overcut account as follows:

Monthly Uptime %	Service Credit
97.0% – < 99.0%	10%
95.0% – < 97.0%	25%
< 95.0%	50%

1.2 Application of Credits

Usage-based Customers (pay-as-you-go): Service Credits are applied as a percentage reduction on usage fees for the affected month.
Pre-commitment Customers (prepaid credits): Service Credits are granted as additional credits added to the Customer's account balance (e.g. if 1,000 credits were purchased and 25% credit is owed, 250 credits are added).
SLA Credits have no cash value, cannot be refunded, and may only offset future usage.

1.3 Claim Process

Customer must submit a claim within 30 days of the event via support@overcut.ai, with logs or screenshots showing connectivity issues. Overcut will validate using its monitoring records. Failure to comply forfeits the credit.

1.4 Maximum Credit

In any billing month, Service Credits shall not exceed 50% of the fees (or credits) attributable to that month.

2. Support and Response Times

Customer may report support issues via support@overcut.ai. Overcut will use commercially reasonable efforts to respond according to severity:

Severity	Description	Response Time
Urgent	Critical outage or unavailability for all users.	1 business hour (24/7 × 365)
High	Major functionality impacted or degraded for many users.	4 business hours (24/7 × 365)
Normal	Partial functionality issue or general question.	1 business day, Mon–Fri
Low	Minor issue or feature request.	2 business days, Mon–Fri

3. Exclusions

This SLA does not apply to:

(a) features designated as beta or pre-release;
(b) issues caused by factors outside Overcut's reasonable control;
(c) issues resulting from Customer's hardware, software, or third-party systems;
(d) misuse, quota exhaustion, or configurations outside documented limits; or
(e) interruptions due to Scheduled Downtime.