Legal
Service Level Agreement
Effective 2026-05-14 · Incorporated by reference into the Terms of Service.
This Service Level Agreement (the “SLA”) describes Slingshot LLC’s uptime commitment for paid Nexus subscriptions and the service credits available if we miss it. The remedies in this SLA are your sole and exclusive remedy for any failure to meet the commitment.
1. Uptime commitment
We will use commercially reasonable efforts to make the Services available at least 99.5% of the time, measured per calendar month, for paid subscriptions on active accounts in good standing.
2. Definitions
- Monthly Uptime Percentage = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month, expressed as a percentage.
- Downtime means a period during which the Services return HTTP 5xx errors or are otherwise unreachable for substantially all customers, as measured by our monitoring. Slow response times that do not produce errors are not Downtime.
- Calendar Month means the month in which the Downtime occurred, in the Asia/Riyadh time zone.
3. Exclusions
The following are NOT counted as Downtime:
- Planned maintenance. Maintenance windows announced at least 24 hours in advance, scheduled outside business hours where possible.
- Emergency maintenance. Urgent maintenance to address a security issue or to restore service.
- Force majeure. Events beyond our reasonable control (see the Terms).
- Customer-caused issues. Outages caused by your equipment, networks, third-party services you control, misconfiguration, or use that violates the AUP or the Terms.
- Suspensions. Suspensions for non-payment, AUP violations, or security concerns.
- Beta features. Features labelled “beta”, “preview”, “experimental”, or similar.
- Customer integrations. Failures of third-party services you connect, including payment gateways, email providers, and identity providers.
4. Service credits
If the Monthly Uptime Percentage falls below the commitment for a calendar month, you may request a service credit calculated as follows:
| Monthly Uptime Percentage | Service Credit (% of monthly fee for affected service) |
|---|---|
| < 99.5% and ≥ 99.0% | 5% |
| < 99.0% and ≥ 95.0% | 10% |
| < 95.0% | 25% |
5. How to claim a credit
To claim a credit, send a request to hit@eslingshot.com within 30 days after the end of the calendar month in which the Downtime occurred. Include: (a) the workspace name; (b) the date(s) and time(s) of Downtime; (c) a brief description of the impact; and (d) any logs, error screenshots, or trace identifiers that help us verify the claim. We will respond within 30 days. Approved credits are applied to your next invoice and may not exceed the fees you paid for the affected service in the affected month.
6. Sole and exclusive remedy
Service credits under this SLA are your sole and exclusive remedy for any failure by us to meet the uptime commitment. Credits are not redeemable for cash and expire on the termination of your subscription. The total credits available in any calendar month will not exceed 25% of the monthly fee for the affected service.
7. Changes
We may update this SLA from time to time. Material changes will be communicated as set out in the Terms of Service.
Status and incident history are published on our status page (when applicable). Operational questions: hit@eslingshot.com.
Version 2026-05-14. See the legal index for the full pack.