SLA & Support Terms
Last updated: May 2026
1. Availability Target
Foixar targets 99.9% monthly availability for paid Enterprise subscriptions where an order form includes committed service levels. Trial, preview, beta, and free evaluation use is provided without a committed availability SLA unless agreed in writing.
2. Exclusions
Availability calculations exclude scheduled maintenance, emergency maintenance, customer-managed provider failures, source control outages, identity provider outages, quota exhaustion, billing restrictions, customer misconfiguration, force majeure events, and issues outside Foixar's reasonable control.
3. Support Channels
Support is provided through the channels specified in the applicable order or onboarding materials. General support enquiries may be sent to support@foixar.com.
4. Severity Levels
- Severity 1: Production service unavailable or major tenant-wide data access issue.
- Severity 2: Material degradation of core production workflows with no reasonable workaround.
- Severity 3: Non-critical feature issue, configuration issue, or degraded workflow with workaround.
- Severity 4: General question, documentation request, or enhancement request.
5. Service Credits
Service credits, if any, must be stated in a signed order form or enterprise agreement. No service credits apply to trials or evaluation access unless agreed in writing.