Legal
Service Level Agreement
Effective 2026-05-24.
This Service Level Agreement ("SLA") forms part of the agreement between Resolute Security ("Resolute") and the customer ("Customer") for the provision of the Resolute Security platform ("Service"). It applies automatically to all paid subscriptions.
1. Uptime commitment
Resolute commits to the following monthly uptime for the Resolute web application and public API:
| Plan | Uptime target | Allowed downtime / month | Support response |
|---|---|---|---|
| Free | Best-effort | — | Community / email |
| Starter | 99.5% | ~3h 40m | 1 business day |
| Pro | 99.5% | ~3h 40m | Same business day |
| Max | 99.9% | ~44m | 4 business hours |
Live operational status — including incident history — is published at /status (HTML) and /status.json (machine-readable).
2. Definitions
- Downtimemeans the Service is materially unavailable for normal use as measured by Resolute's external uptime monitoring. Brief instances (under 60 seconds) and individual feature degradations do not count against the monthly total.
- Monthly Uptime = (total minutes in month − Downtime minutes) ÷ total minutes in month.
- Service Credit is a credit against your next billing cycle, calculated as a percentage of your monthly fee for the affected month.
3. Exclusions
The following are excluded from Downtime calculation:
- Scheduled maintenance, announced at least 48 hours in advance on /status. We aim for low-traffic windows (Sat 02:00-06:00 UTC).
- Emergency maintenance to address security vulnerabilities or critical stability issues, announced as soon as practical.
- Force majeure events (acts of God, war, civil unrest, internet backbone outages).
- Failures of third-party services not under Resolute's direct control (specifically: Neon, Fly.io, Upstash, Resend, Stripe, Sentry, Cloudflare — see /sub-processors). We monitor and escalate but cannot guarantee their uptime.
- Customer-caused issues (misconfigured DNS, revoked integration credentials, malformed API requests).
- Beta or preview features explicitly labeled as such.
4. Service credits
If Resolute fails to meet the monthly uptime target for your plan, Customer is eligible for the following credits:
| Monthly uptime | Credit |
|---|---|
| ≥ target, < 99.9% (Starter/Pro) | No credit (within target) |
| < target but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Annual subscriptions: credits apply to a pro-rated monthly fee (annual price ÷ 12). Free-tier accounts are not eligible for credits.
5. How to request a credit
To claim a Service Credit, email billing@resolute-security.com within 30 days of the end of the affected month. Include your organization name, the affected month, and a summary of the impact. We'll respond within 10 business days. Credits are not refunded as cash — they apply to your next invoice. The maximum aggregate credit in any single month is 50% of that month's fee.
6. Sole remedy
Service Credits are Customer's sole and exclusive remedy for any breach of this SLA. This SLA does not modify the limitation-of-liability section of the underlying Terms of Service.
7. Changes
Resolute may update this SLA from time to time. Material reductions in commitments will be announced at least 90 days in advance via email and on /changelog. Customers on annual subscriptions are not affected by such reductions until renewal.
Contact
Questions about this SLA or a specific incident? Email hello@resolute-security.com.