Brolly service level agreement

US-market edition · Draft of August 6, 2026

Draft for legal review. Uptime figure and support-hours coverage await business confirmation — the published legal SLA states 99.9% while current security materials state 99.95%; one number must win. US support hours to be defined.

1. Uptime commitment

Brolly targets 99.95% monthly uptime for the platform, measured across each calendar month and excluding scheduled maintenance announced in advance.

2. Service credits

If monthly uptime falls below the commitment, affected customers receive service credits as additional subscription days, scaled to the shortfall, up to a maximum of 15 days credited in any month. Credits are claimed by contacting support within 30 days of the affected month and are the exclusive remedy for availability shortfalls.

3. Scheduled maintenance

Maintenance windows are announced in advance and scheduled to minimize customer impact. Capture continuity is prioritized: platform-side capture is designed to continue through routine maintenance.

4. Support

All plans include email support during business hours, with the knowledge base available at all times. [US support-hours coverage to be confirmed.] Priority is given to capture-affecting incidents.

5. Exclusions

The commitment does not cover unavailability caused by factors outside Brolly's reasonable control, including social media platform API outages or changes, customer network issues, or force majeure events — though we work to restore affected capture promptly in all cases.