01 Overview
This Service Level Agreement (“SLA”) is a component of the agreement between TDY.ai, LLC d/b/a TODAY (“Company,” “we”) and you (“Customer”) for the Flightplan workforce capacity planning platform (“Service”). This SLA applies only to customers with an active, paid subscription.
This SLA defines the uptime commitments, performance targets, support response times, and service credit remedies for each subscription tier. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail unless this SLA explicitly states otherwise.
02 Uptime Commitment
2.1 Availability Targets
We commit to the following monthly uptime percentages based on your subscription tier:
| Tier | Monthly Uptime | Max Downtime / Month | Included Support |
|---|---|---|---|
| Team | 98.0% | ~14 hours 24 min | Email (business hours) |
| Business | 99.0% | ~7 hours 18 min | Email + priority queue |
| Enterprise | 99.5% | ~3 hours 39 min | 24/7 with dedicated contact |
2.2 Uptime Calculation
Monthly Uptime Percentage is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
“Downtime” is defined as any period of five (5) or more consecutive minutes during which the Service is unavailable, as measured by our monitoring systems. A minute is considered unavailable if all attempts to establish a connection to the Service’s primary endpoints return errors or time out.
03 Exclusions
The following are not counted as Downtime for SLA purposes:
- Scheduled Maintenance — Planned maintenance during our standard maintenance window: Sundays, 2:00 AM — 6:00 AM Mountain Time. We will provide at least 48 hours advance notice for scheduled maintenance outside this window.
- Emergency Maintenance — Urgent security patches or critical fixes applied outside the maintenance window, with best-effort advance notice.
- Force Majeure — Events beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, or widespread internet outages.
- Third-Party Failures — Outages caused by third-party services (Azure platform, DNS providers, ISPs) beyond our direct control.
- Customer-Caused Issues — Downtime resulting from Customer’s actions, including misuse of the API, excessive request rates exceeding published limits, or unauthorized modifications.
- Beta Features — Any feature explicitly labeled as “Beta,” “Preview,” or “Experimental” is not covered by this SLA.
04 Service Credits
If we fail to meet the uptime commitment for your tier in any calendar month, you are eligible for Service Credits as follows:
| Monthly Uptime Achieved | Service Credit (% of Monthly Fee) |
|---|---|
| Below SLA target but ≥ 95.0% | 10% |
| ≥ 90.0% but < 95.0% | 25% |
| < 90.0% | 50% |
4.1 Credit Request Process
To request a Service Credit, you must submit a written request to support@tdy.ai within thirty (30) days of the end of the calendar month in which the SLA was not met. Your request must include:
- Your organization name and account identifier
- The dates and times of the claimed downtime
- A description of the impact experienced
4.2 Credit Limitations
- Service Credits are applied to future invoices and are not redeemable for cash
- Maximum Service Credit per month shall not exceed 50% of your monthly subscription fee
- Service Credits are your sole and exclusive remedy for any failure to meet the SLA
- Credits expire twelve (12) months after issuance if not applied
05 Support Response Times
We classify support requests by severity and commit to the following initial response times:
| Severity | Description | Team | Business | Enterprise |
|---|---|---|---|---|
| CRITICAL | Service completely unavailable; total loss of functionality | 4 hours | 2 hours | 30 min |
| HIGH | Major feature degraded; significant impact on operations | 8 hours | 4 hours | 1 hour |
| MEDIUM | Minor feature issue; workaround available | 24 hours | 12 hours | 4 hours |
| LOW | General questions, feature requests, cosmetic issues | 48 hours | 24 hours | 8 hours |
Response times refer to the initial acknowledgment of your support request. Resolution times vary by the nature and complexity of the issue. Response times for Team and Business tiers are measured during business hours (Monday–Friday, 8:00 AM – 6:00 PM Mountain Time, excluding US federal holidays).
5.1 Support Channels
- Email: support@tdy.ai (all tiers)
- In-App: Support request form within the Flightplan dashboard (all tiers)
- Dedicated Contact: Named support contact with direct communication channel (Enterprise only)
06 Performance Targets
In addition to uptime commitments, we target the following performance benchmarks:
| Metric | Target | Measurement |
|---|---|---|
| API Response Time (p95) | < 500ms | 95th percentile across all API endpoints |
| Dashboard Load Time | < 3 seconds | Full page render including data fetch |
| Gantt Chart Render | < 5 seconds | For projects with up to 500 work items |
| Data Export | < 30 seconds | For datasets up to 10,000 records |
| Conflict Detection | Real-time | Within 2 seconds of allocation change |
Performance targets are best-effort goals and are not subject to the Service Credit mechanism. Actual performance may vary based on data volume, query complexity, and network conditions.
07 Maintenance & Notifications
7.1 Scheduled Maintenance
Routine maintenance is performed during our standard maintenance window:
Sundays, 2:00 AM — 6:00 AM Mountain Time
Maintenance during this window does not count against uptime commitments. We strive to complete routine maintenance within 30 minutes to minimize impact.
7.2 Emergency Maintenance
In cases where a critical security vulnerability or service-threatening issue requires immediate attention, we may perform emergency maintenance outside the standard window. We will provide as much advance notice as the situation allows and communicate updates throughout the process.
7.3 Notification Channels
- Email — Maintenance notifications sent to organization Owners and Admins at least 48 hours in advance for scheduled maintenance
- Status Page — Real-time service status and incident updates
- In-App Banner — Prominent notification within the Flightplan interface during active maintenance or incidents
08 Data Protection & Backups
8.1 Backup Schedule
- Automated daily backups of all customer data with Azure-managed encryption
- Point-in-time restore capability for the database
- Geo-redundant storage for backup data
8.2 Recovery Objectives
| Metric | Team | Business | Enterprise |
|---|---|---|---|
| Recovery Point Objective (RPO) | 24 hours | 4 hours | 1 hour |
| Recovery Time Objective (RTO) | 8 hours | 4 hours | 1 hour |
RPO defines the maximum acceptable data loss measured in time. RTO defines the maximum acceptable duration for restoring service after a disaster. These objectives apply to disaster recovery scenarios, not routine maintenance or minor incidents.
09 SLA Reporting
9.1 Uptime Reports
Enterprise customers receive monthly uptime reports detailing service availability, incident summaries, and performance metrics. Business customers may request quarterly reports upon request.
9.2 Incident Reports
Following any significant incident (defined as any unplanned outage exceeding 15 minutes), we will provide a post-incident report within five (5) business days that includes:
- Timeline of the incident from detection to resolution
- Root cause analysis
- Impact assessment (users and services affected)
- Remediation steps taken
- Preventive measures implemented
10 Modifications & Contact
10.1 SLA Modifications
We may modify this SLA with at least sixty (60) days written notice. Changes will not reduce your uptime commitment for the remainder of your current billing period. Material changes will be communicated via email to organization Owners and Admins.
10.2 Governing Terms
This SLA is governed by the same terms as our Terms of Service, including governing law (State of Utah), binding arbitration under AAA rules, and limitation of liability provisions.
10.3 Contact
For SLA-related inquiries, service credit requests, or uptime report requests:
- Support: support@tdy.ai
- Legal: legal@tdy.ai