Service Level Agreement (SLA)

1. Overview

This Service Level Agreement ("SLA") describes the service level commitments and remedies available to users of JobScamScore's premium subscription service ("Premium Service"). This SLA applies only to paid premium subscriptions and does not apply to free tier users.

This SLA is part of and incorporated into our Terms of Service. Capitalized terms not defined in this SLA have the meanings given in the Terms of Service.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining 99.9% uptime for the Premium Service, measured on a monthly basis. This means the Service will be available for at least 99.9% of the time during each calendar month.

2.2 Calculation Method

Uptime is calculated as follows:

2.3 What Counts as Downtime

Downtime is defined as any period when the Service is unavailable due to:

• Server errors (HTTP 500, 502, 503, 504)
• Service unavailability caused by our infrastructure
• Database connection failures
• API endpoint failures affecting core functionality

2.4 Exclusions from Downtime

The following do not count as downtime:

• Scheduled maintenance (with advance notice)
• Emergency maintenance (with notice when possible)
• User errors or misuse
• Third-party service failures (OpenAI, Stripe, etc.)
• Force majeure events (natural disasters, war, etc.)
• DDoS attacks or security incidents
• Issues caused by user's network or device
• Beta or experimental features

3. Service Credits

3.1 Credit Eligibility

If we fail to meet our uptime commitment, premium subscribers may be eligible for service credits as follows:

3.2 Credit Request Process

To request a service credit:

1. Contact us at jobscamscore@gmail.com within 30 days of the incident
2. Provide your account email and approximate time of the incident
3. We will verify the downtime and calculate the credit
4. Credits will be applied to your next billing cycle

3.3 Credit Limitations

Service credits:

• Are applied as a discount to future subscription fees
• Cannot be exchanged for cash or refunds
• Expire if your subscription is canceled
• Are limited to one credit per month
• Are our sole liability for service unavailability

4. Response Times

4.1 Support Response Times

We commit to the following response times for premium subscribers:

4.2 Response Time Definition

"Response time" means our acknowledgment of your support request, not resolution time. Resolution times depend on the complexity of the issue.

5. Maintenance Windows

5.1 Scheduled Maintenance

We may perform scheduled maintenance during off-peak hours. We will provide at least 48 hours' notice for scheduled maintenance that may cause service interruption.

5.2 Emergency Maintenance

We may perform emergency maintenance without advance notice to address critical security issues or prevent service degradation. We will notify users as soon as possible.

5.3 Maintenance Notifications

Maintenance notifications will be sent via:

• Email to your registered account
• In-app notifications (when possible)
• Status page updates

6. Performance Standards

6.1 Scan Processing Time

We aim to process job scans within 30 seconds under normal conditions. Processing time may vary based on:

• Complexity of the job posting
• Third-party API response times (OpenAI)
• Current system load

6.2 API Response Times

We target API response times of:

• Authentication endpoints: < 500ms
• Scan history endpoints: < 1 second
• Subscription endpoints: < 1 second

These are targets, not guarantees, and may vary based on network conditions and system load.

7. Monitoring and Reporting

7.1 Service Monitoring

We continuously monitor the Service for availability and performance. Our monitoring systems track:

• Server uptime and response times
• API endpoint availability
• Database performance
• Third-party service status

7.2 Status Page

We maintain a status page (when available) to provide real-time information about service health and incidents.

7.3 Monthly Reports

Premium subscribers may request monthly uptime reports by contacting support. Reports will include:

• Monthly uptime percentage
• Incident summary
• Service credit calculations (if applicable)

8. Limitations and Exclusions

8.1 Third-Party Services

This SLA does not cover downtime or issues caused by third-party services, including:

• OpenAI API outages or rate limits
• Stripe payment processing issues
• MongoDB Atlas service interruptions
• Vercel hosting platform issues
• Internet service provider outages

8.2 User-Caused Issues

This SLA does not apply to issues caused by:

• User errors or misuse
• Violation of Terms of Service
• User's network or device problems
• Invalid or malformed input data

8.3 Free Tier

This SLA applies only to premium subscribers. Free tier users receive the Service "as is" without uptime guarantees or service credits.

9. Changes to SLA

We may modify this SLA from time to time. Material changes will be communicated to premium subscribers via email at least 30 days in advance. Continued use of the Premium Service after changes take effect constitutes acceptance of the updated SLA.

10. Contact

For questions about this SLA or to request service credits, please contact us:

• Email: jobscamscore@gmail.com
• Website: jobscamscore.com