Point11

Service Level Agreement

Last updated: February 18, 2026

This Service Level Agreement (“SLA”) is incorporated into the Master Services Agreement (the “Agreement”) between Point11 Solutions LLC (“Provider”) and the customer identified in the Agreement (“Customer”). This SLA applies to the SaaS Services as defined in the Agreement.

1. Uptime Commitment

Provider shall use commercially reasonable efforts to make the SaaS Services available during each calendar month in accordance with the applicable service tier specified in Customer's Order Form:

  • Standard Tier: Monthly Uptime Percentage of at least 99.5%
  • Enterprise Tier: Monthly Uptime Percentage of at least 99.9% (available only with dedicated infrastructure as specified in the Order Form)

If no service tier is specified in the applicable Order Form, the Standard Tier shall apply.

“Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in such calendar month, expressed as a percentage.

2. Downtime Exclusions

“Downtime” means any period during which the SaaS Services are materially unavailable to Customer, as measured by Provider's monitoring systems.

Downtime does not include unavailability caused by:

  1. Scheduled maintenance with at least 48 hours' advance notice
  2. Customer's systems, acts, or omissions
  3. Force Majeure Events (as defined in the Agreement)
  4. Customer's use of the Services in violation of the Documentation
  5. Third-party services not under Provider's control, including: AI platforms (e.g., OpenAI, Google, Anthropic), payment processors (e.g., Stripe, Visa), cloud infrastructure providers, DNS and CDN services
  6. Emergency security maintenance required to address an imminent threat

For Deliverables deployed into Customer-controlled cloud environments under Section 2.12(d) of the Agreement, the Uptime Commitment applies solely to the Point11-hosted SaaS Platform and does not extend to Customer's infrastructure.

3. Service Credits

If Provider fails to meet the applicable Uptime Commitment in any calendar month, Customer shall be entitled to service credits upon written request submitted within thirty (30) days of the end of the affected month.

Standard Tier (99.5% baseline)

  • 99.0% – 99.49% uptime: 10% credit of monthly SaaS Fees
  • 95.0% – 98.99% uptime: 25% credit of monthly SaaS Fees
  • Below 95.0% uptime: 50% credit of monthly SaaS Fees

Enterprise Tier (99.9% baseline)

  • 99.5% – 99.89% uptime: 10% credit of monthly SaaS Fees
  • 99.0% – 99.49% uptime: 25% credit of monthly SaaS Fees
  • Below 99.0% uptime: 50% credit of monthly SaaS Fees

Service credits shall not exceed fifty percent (50%) of the monthly SaaS Fees for any single month. Service credits shall be applied to future invoices and are not redeemable for cash. Service credits constitute Customer's sole and exclusive remedy for Provider's failure to meet the Uptime Commitment.

4. Support Response Times

Severity 1 — Critical

Service entirely unavailable or major function inoperable.

  • Initial Response: 1 hour
  • Resolution Target: Continuous effort until resolved or workaround provided

Severity 2 — High

Significant functionality impaired.

  • Initial Response: 4 business hours
  • Resolution Target: 1 business day

Severity 3 — Medium

Minor functionality affected.

  • Initial Response: 1 business day
  • Resolution Target: 5 business days

Severity 4 — Low

General inquiries, feature requests.

  • Initial Response: 2 business days
  • Resolution Target: Best effort

Support is available during business hours (Monday–Friday, 9:00 AM – 6:00 PM Eastern Time), except for Severity 1 issues, which are monitored 24/7.

Support channels: email (support@point11.com), in-platform chat, and phone (for Severity 1 issues and Enterprise Tier customers).

5. Escalation

If a Severity 1 issue is not resolved or a workaround provided within four (4) hours, the issue shall be automatically escalated to Provider's senior engineering management. Customer may escalate any support issue by contacting their designated account manager or by emailing support@point11.com.

6. Scheduled Maintenance

Provider shall perform routine maintenance during standard maintenance windows (Sundays 2:00 AM – 6:00 AM Eastern Time) whenever practicable. Provider shall provide at least forty-eight (48) hours' advance notice of scheduled maintenance that may result in service disruption. Emergency maintenance may be performed without advance notice when necessary to address security threats or critical system failures.

7. Chronic Failure

If Provider fails to meet the applicable Uptime Commitment for three (3) or more months in any rolling twelve (12) month period, Customer shall have the right to terminate the affected SaaS Services upon thirty (30) days' written notice, and Provider shall refund to Customer a pro-rata portion of any prepaid Fees covering the remainder of the Subscription Term.

8. Changes to This SLA

Provider may update this SLA from time to time to reflect changes in infrastructure, product offerings, or industry standards. No update shall materially diminish the service levels in effect as of the Effective Date of Customer's Agreement for the remainder of Customer's then-current Subscription Term. Provider shall notify Customer at least thirty (30) days in advance of any material changes.