Service Level Agreement

1. Scope

This SLA applies to the Gid platform Service (web application, mobile applications, and core APIs) at the tier subscribed by the Customer, during the term of an active, paid subscription. It does not apply to Free plans, Trial periods, Beta or Preview features (Section 13 of the Terms), or to integrations with third-party services (which are subject to those third parties' own service levels).

2. Uptime targets & support response times

Honest disclosure: Enterprise 24/7 severity-1 response is delivered via on-call rotation backed by automated paging. We do not operate a 24/7 staffed Security Operations Center today.

3. Definitions

• Downtime means the period during which the Service is not available to substantially all Customers, as measured by Gid's monitoring systems (HTTP success rate to the production application's primary public endpoint, sampled at intervals of at most one minute). Brief, sporadic errors that do not reduce the success rate below 95% over any five-minute window are not Downtime.
• Monthly uptime percentage = (Total minutes in the calendar month − Downtime minutes) ÷ Total minutes in the calendar month × 100.
• Severity 1 issue means a production outage affecting all Customers or a critical feature (login, dashboard, scheduling write, payroll sync) for the Customer.
• Severity 2 issue means a significant functional impairment that has a workaround.
• Severity 3 issue means a minor functional issue, cosmetic issue, documentation request, or feature inquiry.
• Business hours are Monday through Friday, 09:00 to 18:00 America/Toronto time, excluding statutory holidays in Ontario.

4. Service credits

If we fail to meet the Monthly uptime target for a calendar month and Customer has submitted a valid claim (Section 6), Customer is entitled to a service credit calculated as a percentage of the monthly fee for the affected portion of the Service:

Service credits are issued as a credit against future invoices and cannot be exchanged for cash. The total service credits issued under this SLA in any given calendar month will not exceed 50% of the monthly fee paid by Customer for the affected portion of the Service for that month (or 100% for Enterprise, on written agreement).

Service credits are Customer's sole and exclusive remedy, and Gid's sole and exclusive liability, for any failure of the Service to meet the uptime targets in this SLA, except where applicable law mandates a different remedy.

5. Exclusions

The following are not counted as Downtime and do not give rise to service credits:

• Scheduled maintenance announced at least 48 hours in advance by email or in-product notice, lasting no more than 4 hours per occurrence, and not exceeding 8 hours per calendar month;
• Emergency maintenance reasonably required to address an imminent security risk;
• Force majeure events as described in Section 21.2 of the Terms;
• Issues caused by Customer or its Authorized Users, including misconfiguration, integration credentials revoked by Customer, and use of the Service in violation of the Terms or AUP;
• Issues caused by Customer's own connectivity or end-user devices outside of Gid's control;
• Issues with third-party services (such as POS, PMS, payroll, or accounting integrations) attributable to the third party, not to Gid;
• Beta or Preview features (Section 13 of the Terms);
• Suspension in accordance with Section 14.3 of the Terms.

6. Claim procedure

To receive a service credit, Customer must submit a written claim to support@gidai.ca within 30 days of the end of the affected calendar month. The claim must include:

• The Customer account name and ID;
• The dates and approximate times the Service was unavailable;
• Any logs, screenshots, or evidence reasonably available;
• A reference to this SLA.

Gid will review the claim, verify it against our monitoring records, and issue the applicable credit (if any) within 30 days. Service credits are issued only to Customers in good standing (no past-due undisputed invoices).

7. Status page & incident reports

We aim to publish a public status page reflecting current Service health and incident history. While the status page is in development, please refer to in-product notices and direct email communication for incident status. For active incidents, contact support@gidai.ca.

For severity-1 incidents lasting more than one hour, we will publish a post-incident report within 14 days, including a description of the incident, the impact, the root cause, the remediation, and any preventive measures taken. Reports are posted to the status page (when available) or shared with the affected Customers by email.

8. Modifications

We may update this SLA from time to time. For material changes that reduce Customer's rights, we will give at least 30 days' advance notice by email and in-product notice. The version in force at the start of the then-current billing period governs that period.

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