Service Level Agreement

DRAFT — Under Legal Review

Note: This SLA will become binding on paid subscription customers once finalized with legal counsel. For questions, contact legal@craftedcall.com.

Effective Date: April 17, 2026

This Service Level Agreement ("SLA") is incorporated into the Terms of Service between Granite Logic, LLC ("Crafted Call") and Customers on paid subscription plans.

Definitions

"Uptime" means the percentage of time in a calendar month that the Service is accessible and functional, excluding Scheduled Maintenance.

"Downtime" means any period during which the Service is inaccessible or substantially non-functional, excluding Scheduled Downtime and Excluded Events.

"Scheduled Maintenance" means planned maintenance windows announced on the Status Page at least 24 hours in advance.

"Service Credits" means credits applied to your next invoice as compensation for Downtime exceeding the Uptime Target.

"Measurement Period" means a calendar month.

Service Tiers and Uptime Targets

Service Component	Uptime Target	Plan Applicability
Public catalog, marketing site, artist-facing submission forms	99.5%	All plans
Authenticated dashboard, jury review, organization management	99.5%	All paid plans
Payment processing (checkout flows, artist payout initiation)	99.9%	All paid plans
File upload and artwork storage	99.5%	All paid plans

Uptime is measured using automated probes from our monitoring infrastructure (Crafted Call Status Page at craftedcall.com/status).

Measurement Method

Uptime is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

The reference measurement tool is the Crafted Call Status Page, which polls each service component every 60 seconds. Customers may independently verify uptime history at craftedcall.com/status.

Service Credits Schedule

If Crafted Call fails to meet the applicable Uptime Target in any calendar month, Customers on paid plans are eligible for Service Credits:

Actual Uptime	Credit
99.0% to < 99.5% (or 99.9% for payment flows)	10% of that month's subscription fee
95.0% to < 99.0%	25% of that month's subscription fee
< 95.0%	50% of that month's subscription fee

Service Credits are your sole and exclusive remedy for Downtime. Credits do not accrue if your account is past due.

Credit Request Process

To request a Service Credit:

Email legal@craftedcall.com with subject "SLA Credit Request — [Month Year]"
Include your organization name and a description of the Downtime experienced
Submit within 30 days of the end of the Measurement Period in which the Downtime occurred

Crafted Call will review the request within 10 business days and apply approved credits to the next invoice.

Scheduled Maintenance

Crafted Call performs maintenance during low-traffic windows (typically Sundays 02:00–06:00 ET). We will post notice on the Status Page at least 24 hours in advance for planned maintenance exceeding 15 minutes.

Scheduled Maintenance is excluded from Downtime calculations.

Excluded Events

The following are not counted as Downtime:

Force majeure — events beyond reasonable control (natural disasters, war, widespread internet failures)
Third-party provider outages — unplanned outages by AWS, Stripe, or other infrastructure providers that are outside our reasonable control (pass-through)
Customer-caused issues — outages resulting from customer misconfigurations, invalid API requests, or exceeding documented rate limits
Scheduled Maintenance — as defined above
Beta and preview features — features explicitly marked as beta or preview are not covered by this SLA
Free plan users — this SLA applies only to paid subscription plans

Modifications

Crafted Call may update this SLA with 30 days' advance notice. Updates will be posted to this page. Continued use of the Service after the effective date constitutes acceptance of the updated SLA.

Contact

For SLA questions or credit requests: legal@craftedcall.com

Granite Logic, LLC