Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to customers on the Intended Enterprise plan and defines uptime commitments, measurement methodology, exclusions, and service credit remedies for the Intended Authority Runtime Services. Team plan customers receive commercially reasonable uptime targets but are not eligible for service credits under this SLA. Free plan customers are not covered by this SLA. Enterprise customers with custom SLA terms in their order form or enterprise agreement should refer to those documents, which take precedence over this standard SLA.

2. Definitions

• "Downtime" — a period during which the applicable Service is unavailable or materially impaired, as measured by Intended's monitoring systems. A Service is considered unavailable if more than 5% of requests to the Service return server errors (HTTP 5xx) over a rolling 5-minute window
• "Monthly Uptime Percentage" — the total minutes in a calendar month minus Downtime minutes, divided by total minutes in the calendar month, expressed as a percentage
• "Service Credit" — a credit applied to the Customer's next invoice, calculated as a percentage of the monthly fee for the affected Service
• "Scheduled Maintenance" — planned maintenance windows communicated at least 48 hours in advance via email and the platform status page

3. Uptime commitments

Intended commits to the following Monthly Uptime Percentages for Enterprise plan customers:

• Authority Engine API (intent evaluation, token issuance, token verification): 99.9% uptime
• Operator Console (web dashboard): 99.5% uptime
• Audit API (audit trail queries, evidence bundle export): 99.9% uptime
• Webhook delivery: 99.5% uptime (with automatic retry for failed deliveries)

4. Measurement

Uptime is measured on a monthly rolling basis using Intended's internal monitoring infrastructure. Intended publishes real-time and historical availability data on its status page. In the event of a dispute regarding uptime measurements, Intended's monitoring data will be the authoritative source, provided that the Customer may submit server-side evidence for consideration.

5. Exclusions

The following are excluded from Downtime calculations and do not count against the Monthly Uptime Percentage:

• Scheduled maintenance windows communicated at least 48 hours in advance
• Force majeure events as defined in the Terms of Service (natural disasters, government actions, widespread internet outages, etc.)
• Downtime caused by the Customer's actions, configurations, or connected systems, including misconfigured policies, connector failures, or excessive API usage that triggers rate limiting
• Failures of third-party services or infrastructure not under Intended's control (e.g., AWS regional outages affecting all customers in that region)
• Downtime during Customer-requested maintenance or migration activities
• Beta, preview, or experimental features explicitly designated as not covered by this SLA

6. Service credits

If Intended fails to meet the Monthly Uptime Percentage for a covered Service, the Customer is eligible for Service Credits as follows:

• 99.0% to < 99.9% Monthly Uptime: 10% Service Credit on the monthly fee for the affected Service
• 95.0% to < 99.0% Monthly Uptime: 25% Service Credit on the monthly fee for the affected Service
• Below 95.0% Monthly Uptime: 50% Service Credit on the monthly fee for the affected Service

7. Credit request process

To receive a Service Credit, the Customer must submit a request within thirty (30) days of the end of the calendar month in which the Downtime occurred. Credit requests should be sent to support@intended.so and must include:

• The Customer's account identifier or organization name
• The dates and times of the Downtime incident(s)
• A description of how the Downtime affected the Customer's use of the Services
• Any server-side logs or evidence supporting the claim (optional but helpful for faster resolution)

8. Maximum credit

The maximum aggregate Service Credit for any single calendar month shall not exceed fifty percent (50%) of the Customer's monthly fee for the affected Service. Service Credits are applied as a credit to the Customer's next invoice and are not redeemable for cash. Service Credits may not be transferred or applied to other services or accounts.

9. Sole and exclusive remedy

Service Credits as described in this SLA are the Customer's sole and exclusive remedy, and Intended's entire liability, for any failure to meet the Monthly Uptime Percentage commitments. This SLA does not modify or supersede the limitation of liability provisions in the Terms of Service.

10. Support response times

Enterprise plan customers receive prioritized support with the following target response times:

• Critical (P1) — Service is completely unavailable or data integrity is at risk: Initial response within 1 hour, 24/7
• High (P2) — Service is significantly degraded or a major feature is unavailable: Initial response within 4 hours during business hours
• Normal (P3) — Non-critical issue or question: Initial response within 1 business day
• Low (P4) — Feature request or general inquiry: Initial response within 2 business days

11. Changes to this SLA

Intended may update this SLA with at least 30 days advance notice. Changes will not reduce uptime commitments or service credit percentages for existing Enterprise customers during their current contract term. Notice will be provided through the Services or by email.

12. Service credit mechanism for Team plans

While the formal SLA applies to Enterprise plans, Team plan customers are eligible for service credits of 5% of their monthly fee for each full hour of unscheduled downtime exceeding 30 minutes, up to a maximum of 25% of the monthly fee. Credits must be requested within 14 days via support@intended.so.

13. Contact

For SLA-related inquiries, service credit requests, or to report a service disruption, contact support@intended.so or your dedicated account team.