SaaS Service Level Terms (SLA)

Plan-tiered uptime targets, exclusions, credit math and the request process.

Version 1.0.0Effective May 30, 2026Last reviewed May 30, 2026
Plain-English summary. Pro and Agency get 99.9% monthly uptime. Enterprise gets 99.95% and can lift it further by order form. If we miss, you get a credit on the next invoice. Scheduled maintenance, force majeure, and your own changes don't count against the target.

1. Scope

These Service Level Terms ("SLA") govern uptime and support response for paying customers of HookPilot Caption Studio LLC. They are part of the Terms of Service and any executed Enterprise order form. Free plans are not covered.

2. Uptime Targets

PlanMonthly uptime targetCredit if missed (per missed tier)
Pro99.9%10% of monthly fee per tier missed (cap 50%)
Agency99.9%15% of monthly fee per tier missed (cap 50%)
Enterprise (default)99.95%20% of monthly fee per tier missed (cap 50%)
Enterprise (premium, per order form)Up to 99.99%Per order form

3. Measurement

"Available" means HookPilot's customer-facing surfaces accept and process requests with errors below the documented error budget. Uptime is measured per calendar month, in 1-minute samples, against the Tier 1 surface set: workspace authentication, dashboard, Caption Studio generation, AI Music Video render, agent-run API, and the public REST API. Tier 2 surfaces (analytics dashboards, marketplace browse, blog) are not part of the SLA.

4. Exclusions

  • Scheduled maintenance announced at least 72 hours in advance.
  • Emergency maintenance required to protect the platform or another customer.
  • Force majeure (acts of God, sanctioned-country routing changes, internet backbone outages).
  • Customer-caused outages (misconfigured webhook receivers, exhausted plan quotas, deliberately blocked IPs).
  • Failures in a Customer-chosen sub-processor that HookPilot does not control.
  • Beta and early-access features not yet promoted to GA.

5. Credit Math

For each "tier missed" — that is, each 0.1 percentage point of monthly uptime below the target — the customer is eligible for the credit shown in Section 2. Credits are applied to the next invoice as the sole and exclusive remedy for missed uptime targets; HookPilot does not pay cash refunds for SLA breaches.

6. How to Request

To request an SLA credit, email billing@hookpilot.co within thirty (30) days of the end of the month in which the breach occurred, with: workspace ID, affected dates and times, the impact you observed, and the status-page incident IDs if known. Approved credits are applied within one billing cycle.

7. Support Response

SeverityProAgencyEnterprise
S1 — Production down4 hours2 hours30 minutes (24/7)
S2 — Degraded1 business day4 hours2 hours (24/7)
S3 — Limited impact2 business days1 business day1 business day
S4 — Question / feature request3 business days2 business days1 business day

8. Status Page

HookPilot publishes real-time status at status.hookpilot.co. Subscribe by email, RSS or webhook to be notified of incidents. Historical uptime is shown for the trailing 90 days.

9. Enterprise Overrides

Enterprise customers can negotiate: higher uptime targets, regional or zone-pinned availability, dedicated support contacts, named on-call channels, priority routing, and SLA-backed support response per the executed order form. Where the order form and this SLA conflict, the order form controls.

10. Contact

SLA credits: billing@hookpilot.co. Enterprise SLA negotiation: legal@hookpilot.co. Status page issues: support@hookpilot.co.