Service level agreement (SLA)

This document describes monthly uptime targets, how we measure availability, exclusions, and service credits for eligible paid customers of EstateSail.com. EstateSail.com is owned by Ascendant Platforms, LLC, a California limited liability company (“Ascendant Platforms”), which provides the Service covered by this SLA. It implements the commitment in Terms of Service Section 14 and is incorporated by reference there.

Last updated: March 31, 2026. We may update this SLA; the “Last updated” date will change. Continued use of a paid plan after changes become effective constitutes acceptance unless applicable law requires otherwise.

1. Scope and eligibility

This SLA applies only if you have a current paid subscription or other fee-based plan for the EstateSail.com Service (for example, professional subscription, private listing fees, or another plan we designate as eligible). It does not apply to free-only accounts, trial access, or features we label as beta, preview, experimental, or otherwise excluded in your order or in the product.

Shoppers and other users who do not pay EstateSail.com fees for a covered plan are not eligible for credits under this SLA.

2. Definitions

  • Core Service means the production EstateSail.com platform made available to paying customers under your plan, including (a) the primary authenticated web application at our production domain used for dashboards, listing tools, and related features included in your plan, and (b) the documented HTTP API endpoints included in your paid plan (for example, versioned REST APIs we publish for professional or mobile use), when accessed over the public internet using reasonable client configuration. It excludes embeds or pages served primarily from third-party domains, third-party integrations, email delivery, SMS gateways, payment processor UIs, maps or other embedded widgets, and any endpoint or feature we mark as beta or non-production.
  • Monthly availability for a calendar month is calculated as: (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100%, expressed as a percentage, measured in UTC.
  • Downtime means minutes in which the Core Service, as measured by our monitoring, fails to return a successful response for a material subset of monitored checks (see Section 3), excluding minutes that fall under Section 5 (Exclusions).
  • Applicable fees means the recurring subscription or platform fees you paid to EstateSail.com for the eligible plan that month for the affected Service (excluding one-time charges, taxes, pass-through fees, and third-party services).

3. Measurement methodology

We measure availability using automated synthetic checks from multiple external vantage points against our designated production health targets and a representative set of Core Service API routes associated with paid plans. A minute counts toward Downtime if a majority of active checks for that target fail for that entire minute (for example, due to consecutive errors, timeouts above our threshold, or absence of an HTTP 2xx success where that is the expected response).

We may refine monitoring targets, regions, or thresholds to reflect infrastructure changes; we will not change the 99.5% target or the credit percentages in Section 6 retroactively for a month that has already ended.

If you believe our published measurement omits a covered outage, you may submit evidence (timestamps, request logs, support ticket IDs) when requesting a credit under Section 7. We will review in good faith and may adjust Downtime if we verify an error in our monitoring.

4. Uptime target

We target at least 99.5% Monthly availability for the Core Service for eligible paid plans each calendar month.

5. Exclusions (no Downtime)

The following do not count as Downtime and do not reduce Monthly availability for SLA purposes:

  • Scheduled maintenance we announce at least 24 hours in advance (or longer if we specify), including the duration we identify in that notice.
  • Emergency maintenance or urgent changes required for security, data integrity, legal compliance, or fraud prevention.
  • Failures or latency caused by your networks, devices, misconfiguration, rate-limit violations, invalid credentials, or abuse of the Service.
  • Failures of third-party services (including hosting sub-processors, DNS, CDNs, payment networks, telecommunications, or internet exchanges) outside EstateSail.com’s reasonable control.
  • Force majeure events and similar circumstances described in our Terms of Service, including cyber incidents, ransomware, or DDoS attacks affecting infrastructure we rely on, where we could not reasonably prevent the impact.
  • Suspension or limitation of your account under the Terms.
  • Beta, experimental, or optional features; non-production environments; and any component we exclude in writing for your plan.

6. Service credit schedule

If Monthly availability for the Core Service falls below 99.5% in a calendar month for your eligible paid plan, we will apply a credit to a future invoice (or another method we specify) as follows. Credits are calculated as a percentage of Applicable fees for that plan for the affected calendar month only (not annual prepay on a pro-rata basis unless we agree otherwise in writing).

Monthly availability Service credit (% of Applicable fees for that month)
≥ 99.5% None
≥ 99.0% and < 99.5% 10%
≥ 95.0% and < 99.0% 25%
< 95.0% 50%

Cap. Service credits in any month will not exceed 100% of Applicable fees for that month for the affected plan.

Exclusive remedy. For failure to meet the 99.5% threshold in a given month, service credits are your exclusive remedy, except where applicable law requires otherwise, as stated in the Terms.

Credits have no cash value, are not transferable, and expire if not applied within twelve (12) months of issuance unless we specify otherwise.

7. How to request credits

Email hello@estatesail.com with the subject line SLA credit request, within thirty (30) days after the end of the calendar month in which you believe the threshold was missed. Include your account email, company name (if any), plan name, and the month. We will confirm eligibility and either apply the credit or explain our determination, generally within thirty (30) business days.

8. Status and transparency

We may publish system status or incident history on the Service or a dedicated status page. Such pages are informational and do not replace our internal measurement for SLA credits unless we expressly state otherwise.

9. Relationship to the Terms

If this SLA conflicts with a separate signed agreement that expressly defines different uptime or credit terms for your organization, the signed agreement controls. Otherwise, the Terms of Service (including limitations of liability) apply together with this SLA.

10. Contact

Questions about this SLA: hello@estatesail.com.