Service Level Agreement

Short version. CourtFlow targets 99.5% monthly uptime for the signed-in dashboard and API on the Solo and Professional plans, and 99.9% monthly uptime on the Firm plan. We measure ourselves against the live status page at courtflow.ai/status. Court email ingestion, AI generation, and other features that depend on third-party providers are best-efforts and are not covered by an uptime number — the third-party dependency is too large for us to commit to a percentage we don't control. Service credits are available on Firm-tier and above when monthly uptime falls below target.

1. Scope

This Service Level Agreement ("SLA") applies to the production CourtFlow AI service operated at courtflow.ai for an active, paid subscription. It does not apply to:

• The 14-day free trial;
• Public marketing pages (homepage, pricing, blog, compare, practice-area pages, legal pages);
• Public tools (free filing analyzer at /try, court rules reference at /rules, public probate intake portal, sales chat widget);
• Beta or preview features explicitly labelled as such in the application;
• Customer-controlled storage (Google Drive, OneDrive), customer-controlled email providers (Gmail, Outlook), and other third-party services CourtFlow integrates with. Those services have their own SLAs operated by their providers.

2. Uptime Target by Plan

The uptime target applies to the signed-in product surfaces at /dashboard and its sub-routes and the customer-facing API. Other Service components — court-email ingestion cron jobs, AI document analysis, draft generation, and any other feature whose end-to-end completion depends on a third-party provider — are covered only by best-efforts and are not included in the uptime calculation.

3. How We Measure Uptime

Uptime in a calendar month is calculated as:

Downtime means a continuous period of at least five (5) minutes during which the dashboard or API returns 5xx errors for the majority of requests, or the dashboard fails to load for the majority of authenticated users, as confirmed by external synthetic monitors that probe the service from at least two geographic regions.

The public status page at courtflow.ai/status publishes the running uptime tally and the incident history that feeds the calculation. The status page is authoritative for SLA purposes.

4. Exclusions from Downtime

The following are not counted as downtime for SLA purposes:

• Scheduled maintenance. Planned maintenance windows announced at least 48 hours in advance via the status page and email to administrator addresses on file, performed outside U.S. business hours (Mon–Fri 9 AM – 6 PM ET) where reasonably possible. Aggregate scheduled maintenance will not exceed four (4) hours in any calendar month under normal circumstances.
• Emergency maintenance. Unplanned interventions necessary to address a security vulnerability, prevent imminent data loss, or comply with a legal requirement. Notice is provided as soon as practicable.
• Third-party-provider outages. Downtime caused by an outage at a Subprocessor (e.g., Vercel, Supabase, Google, Microsoft, Anthropic, Stripe, Resend, Upstash) where CourtFlow cannot route around the failure. We use multi-provider failover (Gemini model chain, multiple email providers) where architecturally feasible; where it is not, the underlying provider's outage flows through.
• Internet and last-mile. Downtime caused by general internet routing failures, the customer's ISP, the customer's VPN or proxy, or DNS resolver issues outside CourtFlow's control.
• Customer-side issues. Downtime caused by misconfiguration of the customer's account (e.g., revoked OAuth grants, expired refresh tokens, exhausted plan usage caps), browser incompatibility, or use of features in a manner not supported by the documentation.
• Suspension for cause. Periods when access is suspended under the Acceptable Use Policy, the Refund & Cancellation Policy (failed-payment dunning), or for cause under the Terms of Service.
• Force majeure. Events beyond CourtFlow's reasonable control: natural disasters, war, civil unrest, government action, network or power outages at scale, and similar events.

5. Service Credits (Firm Plan)

If monthly uptime for a Firm-plan subscription falls below the 99.9% target — measured as set out in §3 and net of the exclusions in §4 — the affected customer may request a service credit applied to the next monthly invoice:

A service credit is issued only on written request sent to billing@courtflow.ai within thirty (30) days of the end of the affected month, identifying the incidents the customer is claiming against. Aggregate service credits in any calendar month will not exceed 50% of the monthly subscription fee for that month, and may not be applied to add-on fees, additional-seat fees, or one-time charges. Service credits are CourtFlow's sole and exclusive remedy for any failure to meet the uptime target.

6. Support Response Times

Support requests are triaged by severity as defined below. Response time is measured from receipt of a support email at support@courtflow.ai to the first substantive human reply, during U.S. business hours (Mon–Fri 9 AM – 6 PM ET).

Sev-1 and Sev-2 issues outside business hours are handled on a best-efforts basis. Security incidents reported under our Responsible Disclosure channel are triaged on a separate, 24/7 rotation regardless of plan tier.

7. Changes to this SLA

CourtFlow may update this SLA from time to time. We will post the updated SLA at this URL, bump the "Last updated" date, and post a changelog entry. If a change materially reduces the commitments in §§2, 5, or 6, we will give Firm-plan customers at least thirty (30) days' notice via the administrator email addresses on file before the change takes effect; the customer's sole remedy if it does not accept the change is to terminate the affected Service for cause within that notice period and receive a pro-rata refund of any prepaid fees covering the period after termination.

Claim a service credit or report an outage

Service-credit requests: billing@courtflow.ai. Current outage or degraded performance: check courtflow.ai/status, then support@courtflow.ai.