Service Level Agreement
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Version: 1.0
Effective Date: 28 June 2026
Last Updated: 28 June 2026
1. Introduction
Section titled “1. Introduction”1.1 Purpose
Section titled “1.1 Purpose”This Service Level Agreement (“SLA”) describes availability commitments, support policies, and remedies for the Newsfork platform provided by [LEGAL_ENTITY_NAME] (“Company,” “we,” “us,” or “our”).
1.2 Applicability
Section titled “1.2 Applicability”This SLA applies to customers with a valid paid subscription or Enterprise agreement incorporating this SLA.
This SLA does not apply to:
- Free tier usage (best-effort availability)
- Beta or preview features
- Services provided at no charge
1.3 Incorporation
Section titled “1.3 Incorporation”This SLA is incorporated into the Terms of Service. Where this SLA provides enhanced commitments, this SLA governs.
2. Definitions
Section titled “2. Definitions”| Term | Definition |
|---|---|
| Downtime | Period when the covered Service is unavailable or materially degraded per our monitoring. |
| Monthly Uptime Percentage | (Total minutes − Downtime + Excluded Downtime) ÷ Total minutes × 100 |
| Scheduled Maintenance | Planned maintenance communicated in advance (Section 5). |
| Service Credit | Credit against future subscription fees when uptime commitments are not met. |
3. Service Scope
Section titled “3. Service Scope”3.1 Covered Services
Section titled “3.1 Covered Services”| Component | Description | SLA Coverage |
|---|---|---|
| API | api.newsfork.com REST + RAG endpoints | Covered (Pro+) |
| Dashboard | Account signup and API key management | Covered (Pro+) |
| Crawl Pipeline | Seed orchestration and ingestion workers | Covered (Enterprise) |
| Documentation | docs.newsfork.com | Best effort |
| Marketing Site | www.newsfork.com | Not covered |
3.2 Feature Categories
Section titled “3.2 Feature Categories”| Feature | SLA Commitment |
|---|---|
| REST API, search, RAG, webhooks | Full SLA (Pro+) |
| MCP tools | Full SLA (Pro+, subject to subprocessor availability) |
| Beta/preview features | No SLA |
4. Service Availability
Section titled “4. Service Availability”4.1 Uptime Commitment
Section titled “4.1 Uptime Commitment”| Subscription Tier | Uptime Commitment |
|---|---|
| Enterprise | 99.99% (custom agreements may vary) |
| Pro | 99.9% (≈ 43 minutes downtime/month) |
| Free | Best effort (no SLA credit) |
Uptime is calculated monthly (UTC).
4.2 Measurement
Section titled “4.2 Measurement”Uptime is measured by our monitoring systems checking availability at regular intervals (typically every 60 seconds).
4.3 Exclusions from Uptime Calculation
Section titled “4.3 Exclusions from Uptime Calculation”Excluded: scheduled maintenance, emergency maintenance, Customer-caused issues, third-party network issues, force majeure, DDoS attacks, suspension for breach or non-payment.
4.4 Transparency
Section titled “4.4 Transparency”Status information is published at www.newsfork.com/developers/system-status/. Live incident history — coming soon.
5. Scheduled Maintenance
Section titled “5. Scheduled Maintenance”- Primary window: Sundays, 02:00–06:00 UTC
- Routine maintenance notice: 3–7 days
- Major upgrades: 14 days
- Emergency maintenance may occur with minimal notice for critical security or stability issues.
6. Incident Management
Section titled “6. Incident Management”6.1 Severity Levels
Section titled “6.1 Severity Levels”| Severity | Definition |
|---|---|
| Severity 1 – Critical | Complete API outage affecting all or most users |
| Severity 2 – High | Major feature unavailable or severe degradation |
| Severity 3 – Medium | Limited functionality issue with workaround |
| Severity 4 – Low | Minor issues, documentation questions |
6.2 Response Time Targets
Section titled “6.2 Response Time Targets”| Severity | Pro | Enterprise |
|---|---|---|
| Severity 1 | 1 hour | 30 minutes |
| Severity 2 | 4 hours | 2 hours |
| Severity 3 | 1 business day | 8 business hours |
| Severity 4 | 2 business days | 1 business day |
Business hours: 09:00–18:00 UTC, Monday–Friday.
6.3 Resolution Targets
Section titled “6.3 Resolution Targets”| Severity | Target Resolution |
|---|---|
| Severity 1 | 4 hours |
| Severity 2 | 24 hours |
| Severity 3 | 5 business days |
| Severity 4 | Best effort |
7. Support Channels
Section titled “7. Support Channels”| Channel | Availability |
|---|---|
| hello@newsfork.com — 24/7 submission | |
| Docs / FAQ | docs.newsfork.com/resources/faq/ |
| Slack / Phone | Enterprise only |
8. Data Backup and Recovery
Section titled “8. Data Backup and Recovery”| Element | Commitment |
|---|---|
| Backup frequency | Daily automated backups |
| Backup retention | 30 days rolling |
| RPO | Typically ≤ 24 hours |
| RTO (Severity 1) | Target 4 hours |
Customers should maintain their own exports of critical data.
9. Service Credits
Section titled “9. Service Credits”9.1 Eligibility
Section titled “9.1 Eligibility”Service Credits apply when Monthly Uptime Percentage falls below the committed level for reasons not excluded under Section 4.3 (Pro and Enterprise only).
9.2 Credit Schedule (Pro tier — 99.9% commitment)
Section titled “9.2 Credit Schedule (Pro tier — 99.9% commitment)”| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 5% of monthly fee |
| 95.0% – 98.99% | 10% |
| 90.0% – 94.99% | 25% |
| Below 90.0% | 50% |
9.3 Credit Request Process
Section titled “9.3 Credit Request Process”Submit to hello@newsfork.com within 30 days of the affected month with account details and impact description. We respond within 15 business days.
Credits apply to future invoices only and are the sole remedy for uptime failures.
10. Security and Monitoring
Section titled “10. Security and Monitoring”We maintain encryption, access controls, security assessments, and 24/7 infrastructure monitoring. See Privacy Policy and DPA.
11. Customer Responsibilities
Section titled “11. Customer Responsibilities”Customers must maintain connectivity, secure credentials, use supported clients, report issues promptly, and cooperate with support troubleshooting.
12. Changes to This SLA
Section titled “12. Changes to This SLA”Material adverse changes will be communicated at least 30 days in advance. Customer may object and terminate affected services without penalty if parties cannot agree.
13. Governing Law
Section titled “13. Governing Law”This SLA is governed by the laws of the Republic of Korea. Disputes are resolved as set forth in the Terms of Service.
Contact
Section titled “Contact”- Company: [LEGAL_ENTITY_NAME]
- Email: hello@newsfork.com
- Status Page: www.newsfork.com/developers/system-status/
- Address: [INSERT REGISTERED ADDRESS]