Service Level Agreement

Last updated: March 12, 2026

1. Service Availability

Orange Sky Software Inc. (“Orange Sky,” “we,” “us,” or “our”) commits to maintaining the availability of echosaw.com (the “Site”) and the Echosaw Media Intelligence product (“Echosaw”) as described in this Service Level Agreement (“SLA”). This SLA applies to all paid subscription plans and supplements the Terms of Service.

2. Uptime Commitment

We target 99.9% monthly uptime for the Echosaw web application and API services, measured as the percentage of total minutes in a calendar month during which the service is available. Uptime is calculated as:

Uptime % = ((Total Minutes in Month – Downtime Minutes) / Total Minutes in Month) × 100

“Downtime” means periods when the core functionality of the Site or API is materially unavailable to all users, as confirmed by our monitoring systems.

3. Service Credits

If we fail to meet the uptime commitment in a given calendar month, eligible customers may request service credits as follows:

  • 99.0% – 99.9% uptime: 10% credit on that month’s subscription fee
  • 95.0% – 99.0% uptime: 25% credit on that month’s subscription fee
  • Below 95.0% uptime: 50% credit on that month’s subscription fee

Service credits are applied to future invoices and do not exceed 50% of the affected month’s subscription fee. Credits must be requested within 30 days of the affected month by contacting contact@orangesky.ai.

4. Exclusions

The following are not considered Downtime for purposes of this SLA:

  • Scheduled maintenance windows communicated at least 24 hours in advance via email or in-app notification
  • Emergency maintenance required for security or data integrity
  • Force majeure events (natural disasters, government actions, widespread internet outages)
  • Failures of third-party services or infrastructure outside our reasonable control
  • Issues caused by your equipment, software, network connections, or actions
  • Exceeding documented API rate limits or usage thresholds
  • Service unavailability resulting from your violation of the Terms of Service or Acceptable Use Policy
5. Support

Support is available to all paid subscribers. Response times vary by plan:

  • All paid plans: Email support at contact@orangesky.ai with response within 2 business days
  • Critical issues (complete service outage affecting all users): Acknowledged within 4 hours during business hours (Monday–Friday, 9 AM – 6 PM ET, excluding US federal holidays)

We will provide status updates for critical incidents via our status page or direct communication.

6. Remedies

Service credits as described in Section 3 are your sole and exclusive remedy for any failure to meet the uptime commitment in this SLA. This SLA does not modify or supersede any limitation of liability provisions in the Terms of Service.

7. Updates

We may update this SLA from time to time. Material changes will be communicated via email or posting on the Site. Continued use of Echosaw after any update constitutes acceptance of the revised SLA.

8. Contact

Questions about this Service Level Agreement?