Last updated: March 2026
This Service Level Agreement ("SLA") describes the service availability commitments and remedies available to customers of 38os ("we," "our," or "us") on paid subscription plans. This SLA is incorporated into and forms part of the Terms of Service between 38os and you ("Customer").
This SLA applies to all customers on paid subscription plans of the 38os platform. Free trial accounts and free-tier users are not covered by this SLA. The commitments outlined in this agreement apply to the core 38os web application and its associated services.
We are committed to providing reliable and consistent access to the 38os platform:
If we fail to meet our uptime commitment, eligible paid-plan customers may request service credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
The maximum service credit for any single calendar month shall not exceed 50% of the Customer's monthly subscription fee. Service credits are applied to future billing periods and are not redeemable for cash or refunds.
To request a service credit, the Customer must:
Failure to submit a credit request within the 30-day window will result in forfeiture of the right to receive a service credit for that month.
We continuously monitor the availability and performance of the 38os platform. Real-time and historical service status information is available on our public status page:
Our monitoring systems track uptime, response times, and error rates around the clock. In the event of an incident, we will post updates on the status page and communicate directly with affected customers as appropriate.
We provide tiered support response times based on the severity of the issue:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely down or inaccessible | 4 hours |
| High | Major feature broken or severely degraded | 12 hours |
| Medium | Performance issue or minor feature impact | 24 hours |
| Low | General question or feature request | 48 hours |
Response times are measured from the time the support request is received during business hours. Critical severity issues are monitored 24/7. Response time refers to the initial acknowledgment of the issue, not necessarily the time to resolution.
This SLA does not apply in the following circumstances:
Service credits constitute the Customer's sole and exclusive remedy for any failure by 38os to meet the uptime commitments described in this SLA.
We may update this SLA from time to time. Any changes that materially reduce the level of service commitments will not apply until the start of the Customer's next billing cycle following at least 30 days' notice. We will notify customers of material changes via email or in-app notification.
If you have questions about this SLA or need to report a service issue, please contact us at: