Service Level Agreement (SLA)

1. Availability Guarantees

TubeForge guarantees the following availability levels depending on your subscription plan:

2. Definitions

• Uptime — the percentage of time during a calendar month when the TubeForge service is available and functioning correctly.
• Downtime — a period when the core service functions are unavailable. Does not include scheduled maintenance.
• Scheduled Maintenance — pre-announced periods of technical maintenance (minimum 48 hours prior notice).

3. Compensation (SLA Credits)

If service availability drops below the guaranteed level, you will receive an automatic credit to your account:

Credits are applied automatically within 5 business days after the end of the calendar month and are applied to the next payment. The maximum credit cannot exceed 50% of the monthly subscription cost.

4. Incident Communication

In the event of an incident affecting service availability, we commit to:

• Notification: email notification within 30 minutes of incident detection
• Status page: updates on the status page every 30 minutes until resolution
• Post-mortem: detailed report on causes and preventive measures within 5 business days

5. Support Response Time

6. Exclusions

The SLA does not apply to the following cases:

• Scheduled technical maintenance (with 48h prior notice)
• Force majeure circumstances
• Client-side issues (network, browser, device)
• Third-party service unavailability (YouTube API, Stripe, etc.)
• Service abuse or violation of terms of use

7. Contact

For SLA-related questions, please contact:

Email: sla@tubeforge.co

This agreement is part of the General Terms of Service and applies to users with paid subscriptions (Pro, Studio, Enterprise).