Service Level Agreement
Last updated: 9 July 2026 · Version: 1.0
This Service Level Agreement (“SLA”) applies to paid subscription tiers of MicrostructureDB and forms part of the Terms of Service. It does not apply to free or trial tiers, or to features designated as beta or preview.
1. Definitions
- “Monthly Uptime”: the percentage of minutes in a calendar month during which the core Service (data access, EBSD analysis submission, AI assistant) was available, as measured by our monitoring systems.
- “Downtime”: minutes during which the core Service is materially unavailable, excluding the exclusions in Section 4.
- “Service Credit”: a credit against future subscription fees, expressed as a percentage of the subscription fee for the affected month.
- “Usage Credits”: prepaid or included compute/AI-assistant credits under Section 9 of the Terms of Service. Usage Credits are distinct from Service Credits.
2. Uptime commitment
We commit to a Monthly Uptime of at least 99.5%.
3. Service credits
If Monthly Uptime falls below the commitment, you are entitled, on request, to a Service Credit:
| Monthly Uptime | Service Credit (% of monthly subscription fee) |
|---|---|
| 99.0% – < 99.5% | 10% |
| 95.0% – < 99.0% | 25% |
| < 95.0% | 50% |
Claims must be submitted to support@epotentia.com within 30 days of the end of the affected month, with reasonable detail. Service Credits are applied to future invoices; where you are a Consumer, or where no future invoice will arise, we will refund the equivalent amount instead. Service Credits are your sole and exclusive remedy for unavailability of the Service.
4. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance, announced at least 48 hours in advance and performed outside peak hours where reasonably possible;
- emergency maintenance required to address security or data-integrity risks;
- force majeure events as defined in the Terms of Service, including outages of upstream cloud or model providers beyond our reasonable control;
- your own equipment, network, software, or misuse of the Service;
- suspension of your account in accordance with the Terms of Service.
5. Protection of Usage Credits
Unavailability of the Service never costs you Usage Credits:
- Usage Credits are only consumed when compute, AI-assistant, or storage work is actually performed;
- compute or analysis jobs that fail due to a Platform fault are automatically re-credited in full;
- if the Service is materially unavailable for 24 consecutive hours or more, the validity period of your purchased Usage Credits is extended day-for-day by the duration of the outage.
6. Changes
We may update this SLA in accordance with Section 16 (Changes) of the Terms of Service. Material reductions of the commitments in this SLA are treated as material changes to a paid tier.