Service Level Agreement (SLA)

Last updated: January 6, 2026

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 workflow execution 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 Workflow Execution 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.

"Workflow Execution Credit" means an additional allocation of workflow executions applied to the Customer's Overcut account as a service level remedy under this SLA, calculated as follows:

Monthly Uptime Percentage	Workflow Execution Credit
97.0% to less than 99.0%	10%
95.0% to less than 97.0%	25%
Less than 95.0%	50%

1.2 Application of Workflow Execution Credits

Usage-based Customers (pay-as-you-go): Workflow Execution Credits are applied as an equivalent percentage reduction in the number of workflow executions billed for the affected month.
Pre-commitment Customers (prepaid executions): Workflow Execution Credits are granted as additional workflow executions added to the Customer's account balance. For example, if 1,000 workflow executions were purchased and a 25% credit is owed, 250 workflow executions will be added.
Workflow Execution Credits have no cash value, are non-refundable, and may only be used to offset future usage of the Service.

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 Workflow Execution Credit.

1.4 Maximum Credit

In any billing month, Workflow Execution Credits shall not exceed fifty percent (50%) of the workflow executions or fees 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.