Service Levels and Support Policy

This Service Levels and Support Policy explains how EraShift Studio LLC ("EraShift", "we") runs and supports Pitchlume (the "Service"). Capitalized terms not defined here have the meanings in the Master Subscription Agreement at pitchlume.ai/legal/terms (the "Agreement").

Part A. What we do today

A1. No uptime guarantee by default

We do not promise a level of uptime unless your Order Form says so. We are a young company and we would rather state that plainly than publish a number we have not yet measured over time. Without service level terms in an Order Form, the Service is provided as the Agreement describes, and nothing in this Part A is a warranty or a commitment.

A2. How we run the Service

• The Service runs on established US cloud providers (see the Subprocessor List at pitchlume.ai/legal/subprocessors).
• Automated health checks run every few minutes, and a public status page shows the current state of the Service.
• The database is backed up daily by our hosting provider. Point-in-time recovery and a tested restore are not in place yet (see the Security Overview at pitchlume.ai/legal/trust).
• We release changes through a documented process with automated checks, and we can roll a release back.
• We try to do maintenance that may interrupt the Service outside US business hours and to announce it in advance on the status page or in the Service.

A3. Support

• How to reach us: help@pitchlume.ai. For a suspected security problem, write to the same address with the subject "Security". Please include your workspace, who is affected, the steps that lead to the problem, and screenshots where they help. You can also use the report button in the app.
• Hours: our support hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. US Central Time, excluding US federal holidays.
• What to expect: we aim to give a first human reply within one business day, and sooner when the Service is down for a whole workspace. These are aims, not guarantees.
• What support covers: using the Service, problems with it, and questions about your account. It does not cover engineering advice, custom development, data entry, your own systems or third-party services you connect.
• Drawing and value issues: if a sealed drawing, an extracted value or a generated item looks wrong, tell us and your workspace's admins. We do not correct engineering values ourselves; a person in your workspace or your engineer of record does. See the Engineering Content Disclaimer and Export Terms at pitchlume.ai/legal/engineering-disclaimer.

A4. Incidents

If an incident affects the Service, we post it on the status page and update it until it is resolved. If an incident affects your data, we notify you as the Data Processing Addendum (pitchlume.ai/legal/dpa) and the law require.

Part B. Service level terms (only when an Order Form selects them)

This Part B (the "SLA") is part of the Agreement between EraShift and Customer only if Customer's Order Form selects it and states an Availability Target. Otherwise it does not apply.

B1. Definitions

B1.1 "Core Service" means the following functions of the Service in Customer's production Workspace: signing in; browsing the catalog and library; viewing parts, 3D models and Sealed Originals; share links and embeds; and Workspace settings. The Core Service does not include AI Features, generation and rendering jobs, email delivery, video, integrations with Third-Party Services, Beta Features, or the public website.

B1.2 "Downtime" means a period of at least 5 consecutive minutes during which the Core Service is unavailable to substantially all of Customer's Authorized Users, as measured under Section B3, excluding Excluded Downtime.

B1.3 "Monthly Uptime Percentage" means: (total minutes in the calendar month minus Downtime minutes) divided by (total minutes in the calendar month minus Excluded Downtime minutes), times 100.

B1.4 "Availability Target" means the Monthly Uptime Percentage stated in the Order Form.

B1.5 "Service Credit" means a credit of a percentage of the monthly plan Fees, under Section B5. Service Credits are separate from the usage Credits described in Agreement §8.2.

B2. Availability target

B2.1 EraShift will use commercially reasonable efforts to make the Core Service available with a Monthly Uptime Percentage of at least the Availability Target.

B3. Measurement

B3.1 EraShift measures availability with automated external checks of the Core Service and publishes current status and incident history on its status page.

B3.2 EraShift's measurements are the basis for calculating the Monthly Uptime Percentage. If Customer's records show a materially different result, the parties will review both in good faith.

B4. Exclusions

"Excluded Downtime" is unavailability caused by:

• Scheduled maintenance announced on the status page or in the Service at least 48 hours in advance, performed where practicable outside US Central Time business hours, and not exceeding 8 hours in a calendar month;
• Emergency maintenance needed to address a security vulnerability or prevent imminent harm to the Service, with notice as soon as practicable;
• Customer's or its users' acts or omissions, including misconfiguration, use in breach of the Agreement, or exceeding plan limits;
• Customer's systems, networks, devices, browsers or internet access;
• Third-Party Services, and failures of AI providers or other third-party services that affect only features outside the Core Service;
• suspension under Agreement §9.3 or §20;
• events of force majeure under Agreement §26.6, including widespread failures of internet, DNS or cloud infrastructure providers outside EraShift's reasonable control;
• Beta Features, evaluations and free use; and
• Customer's request, or EraShift following Customer's instructions.

B5. Service Credits

B5.1 Credit table. If the Monthly Uptime Percentage for a calendar month falls below the Availability Target, Customer is eligible for a Service Credit:

B5.2 Plan Fees. For annual plans, the month's plan Fees are one twelfth of the annual plan Fees. Plan Fees exclude credit packs, automatic recharges, overage and one-time fees. Plan Fees reduced by a discount are the discounted amount; months with no plan Fees earn no Service Credit.

B5.3 Claim. To receive a Service Credit, Customer must request it by email to help@pitchlume.ai within 30 days after the end of the affected month, with the dates and times of the Downtime. EraShift will respond within 15 business days.

B5.4 How credits are applied. Service Credits are applied against future plan Fees. They are not paid in cash and are not refundable, except that if the Agreement ends, EraShift will refund unapplied Service Credits only where Customer terminated for EraShift's uncured breach.

B5.5 Maximum. Total Service Credits for a month will not exceed 25% of that month's plan Fees.

B5.6 Sole remedy. Service Credits are Customer's sole and exclusive remedy, and EraShift's entire liability, for any failure to meet the Availability Target, except for Section B5.7.

B5.7 Chronic failure. If the Monthly Uptime Percentage is more than 4.5 percentage points below the Availability Target in any 3 consecutive months, Customer may terminate the affected Order Form by notice within 30 days after the third month, and EraShift will refund prepaid plan Fees for the remainder of the Subscription Term.

B6. Support under the SLA

B6.1 Support is provided as Part A describes. Customer proposes a severity; EraShift may adjust it in good faith.

B6.2 Targets, not guarantees. Response targets measure the time to a first human response, not to a fix. Missing a support target is not a breach of the Agreement and does not earn Service Credits.

B7. Changes

B7.1 EraShift may update this policy under Agreement §26.4, but will not reduce the Availability Target or Service Credits for Customer during a Subscription Term.

Change log