Service Level Agreement
Last Updated: February 2026
Version 1.0
This Service Level Agreement ("SLA") describes Trulit's service availability commitments and remedies for customers on paid plans. This SLA is part of the main service agreement between Trulit and the customer.
1. Service Availability Commitment
Trulit commits to maintaining 99.9% monthly uptime for the core platform services, measured as the percentage of total minutes in a calendar month during which the Services are available, excluding Scheduled Maintenance and Exclusions.
Uptime Calculation: ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
2. Definitions
- "Downtime" means a period during which the core Services are materially unavailable or inaccessible to users, as confirmed by our monitoring systems.
- "Scheduled Maintenance" means planned maintenance windows communicated to customers at least 48 hours in advance. Scheduled Maintenance is excluded from uptime calculations.
- "Core Services" means the primary Trulit platform features: test case management, test run execution, defect tracking, dashboard and reporting, and user authentication.
3. Service Credits
If Trulit fails to meet the monthly uptime commitment, affected customers on paid plans are eligible for Service Credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly fee |
| 95.0% to 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service Credits are applied to future billing periods and do not exceed 50% of the monthly fee for the affected month. Credits must be requested within 30 days of the downtime event.
4. Exclusions
The uptime commitment does not apply to service disruptions caused by:
- Scheduled Maintenance communicated in advance
- Force majeure events (natural disasters, government actions, pandemics)
- Issues caused by the customer's own systems, networks, or configurations
- Third-party services or integrations not operated by Trulit
- Abuse, misuse, or actions that violate the Terms of Service
- DNS issues outside of Trulit's control
- Beta, preview, or experimental features
5. Support Response Times
Trulit provides the following target response times for support requests:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable or data loss | 4 hours |
| High | Major feature impaired, no workaround | 8 hours |
| Medium | Feature impaired, workaround available | 24 hours |
| Low | General questions, minor issues | 48 hours |
Response times are measured during business hours (Monday to Friday, 9 AM to 6 PM UTC) unless otherwise specified in your plan.
6. Monitoring and Reporting
Trulit monitors platform availability using automated systems. Customers may request uptime reports for their billing period by contacting support. We are committed to transparency regarding service performance and will communicate any significant incidents promptly.
7. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated to customers at least 30 days in advance. The most current version will always be available on this page.
8. Contact
For SLA-related inquiries, service credit requests, or uptime reports, contact us at support@trulit.com.
Our Commitment to Reliability
We understand that your testing workflows depend on reliable access to Trulit. This SLA reflects our commitment to maintaining the high availability and performance standards that your team expects.