Service Level Agreement

Availability and support commitments for the hosted Scrolld platform on paid plans: a 99.0% uptime target measured per calendar month, with Enterprise terms able to supersede it in writing.

Effective: 10 June 2026

1. Scope

This Service Level Agreement ("SLA") describes the availability and support commitments Scrolld OÜ makes for the hosted scrolld.io platform on paid plans. Enterprise agreements may supersede this SLA with custom terms (including financial service credits) agreed in writing.

2. Uptime Commitment

We commit to 99.0% monthly uptime for the scrolld.io platform. Uptime is measured per calendar month against the availability of the public platform and its API health endpoint. See the system status page for live component checks and recorded uptime history.

The following are excluded from the uptime calculation:

Scheduled maintenance announced at least 24 hours in advance

Outages caused by third-party providers or networks outside our control

Force majeure events

3. Incident Severity and Response Times

"First response" means a member of our team has acknowledged the incident and begun triage. It is a response-time commitment, not a resolution-time guarantee.

SEV-1 — Platform fully unavailable, or confirmed risk of data loss — Within 1 hour, around the clock

SEV-2 — Major feature degraded or unavailable with no reasonable workaround — Within 4 hours

SEV-3 — Minor issue, cosmetic defect, or question — Within 2 business days

Report incidents to support@scrolld.io. Include "SEV-1" in the subject line for suspected critical outages.

4. Security Breach Notification

If we confirm a security breach affecting your personal data or uploaded content, we will notify affected customers by email without undue delay and no later than 72 hours after confirming the breach, consistent with GDPR Article 33. The notification will describe the nature of the breach, the data affected, and the measures taken.

5. Changes to This SLA

We may update this SLA from time to time. Material changes will be announced on this page with an updated effective date. The version published here applies unless a signed enterprise agreement states otherwise.

6. Contact

Questions about this SLA: legal@scrolld.io. Incident reports: support@scrolld.io.