Service Level Agreement (SLA)

Effective: April 25, 2026 | Last Updated: April 25, 2026

This Service Level Agreement ("SLA") defines the service availability guarantees and incident compensation policies that Feedmate ("Service") provides to paid subscribers. For matters not covered in this SLA, please refer to the Terms of Service and Payment & Subscription Terms.

Article 1 (Service Availability Target)

1. The Service targets a monthly availability of 99.5%. This allows for approximately 3 hours and 36 minutes of downtime per month.
2. Availability is calculated using the following formula:
   Monthly Availability (%) = (Total Monthly Hours − Downtime Hours) ÷ Total Monthly Hours × 100
3. Availability is measured based on the Service's server monitoring systems, and only officially recognized incident periods are counted as downtime.

Article 2 (Incident Definition)

1. An "incident" under this SLA refers to a state where the Service's core features are not functioning properly. Core features include:
   • Login and authentication
   • Post publishing (content publishing to SNS platforms)
   • Scheduled publishing (automatic publishing at scheduled times)
2. An incident is recognized when one or more core features are unavailable to a significant portion of users.
3. Intermittent errors affecting only a small number of users or performance degradation (response delays) may not qualify as an incident.

Article 3 (SLA Exclusions)

The following situations are excluded from SLA availability calculations and are not eligible for compensation:

1. Scheduled Maintenance: Pre-announced regular maintenance windows. Scheduled maintenance will be communicated at least 24 hours in advance via email or Community Hub announcements.
2. External Platform Outages: Outages or API changes on external SNS platforms such as Meta (Instagram, Facebook, Threads) and LinkedIn. During external platform outages, the Service's core features (login, content editing, etc.) continue to function normally.
3. Force Majeure: Natural disasters, war, terrorism, government regulations, large-scale network outages, and other events beyond the Service provider's reasonable control.
4. User-Attributable Causes: Service unavailability caused by the user's network environment, browser compatibility issues, improper API usage, account security issues, or other user-side factors.

Article 4 (Credit Compensation Policy)

1. If the Service fails to meet the availability target specified in Article 1, paid subscribers will be compensated with credits.
2. Compensation credits are granted at a maximum rate of 100 credits per hour of downtime. Incident duration is rounded up to the nearest hour.
   Example: If the incident duration is 2 hours and 30 minutes, it is calculated as 3 hours, resulting in a maximum of 300 credits.
3. Credit compensation applies only to paid subscribers (PLUS and PRO plans). FREE plan users are not eligible for compensation.
4. Usage conditions for compensation credits follow the credit policy outlined in the Payment & Subscription Terms.

Article 5 (Compensation Eligibility)

1. Credit compensation is provided to paid subscribers who have access records during the incident period.
2. Users who did not access the Service during the incident period are not eligible for compensation.
3. Eligibility is determined based on the Service's server logs.

Article 6 (Compensation Method)

1. Compensation credits will be automatically granted to eligible accounts within 1 month of the incident.
2. No separate claim process is required. The Service will identify the incident, determine eligible users, and automatically grant credits.
3. Users will be notified of compensation credit grants via email or in-service notifications.

Article 7 (Monthly Compensation Cap)

1. The maximum monthly credit compensation is capped at the number of credits equivalent to the user's monthly subscription fee.
2. Even if multiple incidents occur within a single month, the total compensation credits for that month will not exceed the monthly cap.
3. Compensation credits cannot be refunded as cash or transferred to other accounts. For refund-related matters, please refer to the Refund Policy.

Article 8 (Incident Announcements)

1. In the event of a service incident, updates on the incident status and recovery progress will be communicated through Community Hub announcements.
2. Incident announcements will include:
   • Incident start time and scope of impact
   • Root cause (when identified)
   • Estimated recovery time
   • Recovery completion time and post-incident report
3. A post-mortem report will be published on the Community Hub within 5 business days after incident resolution.

Article 9 (SLA Changes)

1. The Service may modify this SLA. Users will be notified at least 30 days in advance via email or in-service announcements before any changes take effect.
2. Updated SLA terms will take effect after the notice period. Users who do not agree to the updated SLA may cancel their subscription.

Article 10 (Miscellaneous)

1. For matters not covered in this SLA, the Terms of Service and Payment & Subscription Terms shall apply.
2. This SLA constitutes the sole compensation policy for service availability, and no additional compensation obligations exist beyond what is specified herein.

Change History