Service Level Agreement

This Service Level Agreement ("SLA") describes the availability commitments for the Forte Platforms service and how they differ by account tier. Availability is committed only to enterprise accounts that have a signed SLA contract with Forte support. All other accounts are covered on a best-effort basis. Where an account has a signed order form or SLA contract, that agreement controls if it differs from this page. Where there is no signed SLA, our Terms of Service apply and this SLA does not create a binding availability commitment.

1. Covered accounts

This SLA distinguishes two tiers of account:

• Enterprise accounts. Accounts that have a signed SLA contract with Forte support. These accounts receive the committed availability target described in Section 2.
• All other accounts. Every account without a signed SLA contract. These accounts are best effort, as described in Section 3.

Beta, early-access, and preview features are provided "as is" and are excluded from any availability commitment regardless of account tier.

2. Availability commitment (enterprise accounts)

Enterprise accounts with a signed SLA receive a target of 99.9% monthly availability for covered services by default. A signed contract may set a different target or additional terms, and where it does, the contract controls.

3. Best-effort accounts

All accounts without a signed SLA contract are provided on a best-effort basis with no committed availability target. If monthly availability degrades below 99.9%, Forte may issue service credits at its sole discretion. Best-effort accounts are not entitled to service credits, and no credit is owed unless Forte elects to issue one.

4. How availability is measured

Availability is measured over each calendar month. A minute is counted as unavailable when a covered service fails to return successful responses to valid requests for that minute, excluding the events in Section 5. Monthly availability is the percentage of minutes in the month that were not unavailable. Forte's own monitoring is the measurement of record, and the resulting percentage is rounded to three decimal places.

5. Exclusions

The following are excluded from availability measurement and from any credit:

• Scheduled or announced maintenance windows.
• Customer configuration, application errors, or code deployed by the customer.
• Failures of upstream or third-party providers outside Forte's control.
• Suspension or throttling arising from abuse, unsupported use, or violation of the Terms of Service.
• Beta, early-access, and preview features.
• Force majeure and other events outside Forte's reasonable control.

6. Service credits (enterprise accounts)

When Forte fails to meet the committed target in a given month, an eligible enterprise account may receive a service credit calculated as a percentage of that month's fees for the affected service, scaling with the size of the shortfall and subject to a cap. Unless a signed contract states otherwise, service credits are the sole and exclusive remedy for missed availability. Credits for best-effort accounts, if any, remain discretionary as described in Section 3.

7. Claiming a credit

To request a credit, an enterprise account must submit a claim to Forte support within 30 days of the end of the affected month, including the account, the affected service, and the dates and times of the degradation. You can compare a claim against Forte's public operational record on the status page. Approved credits are applied to a future invoice and are not refunded as cash.

8. Changes to this SLA

Forte may update this SLA as the service evolves. We will communicate material changes through the platform or by email. For enterprise accounts, the terms of a signed SLA contract prevail over this page where the two differ.

9. Contact

For questions about this SLA or about an enterprise availability commitment, contact us at support@forteplatforms.com.