Applies only when your paid plan or signed order form expressly includes the Faximus Standard Paid Production SLA. It does not apply by default because you pay for Faximus.

Free, sandbox, trial, and unpaid accounts are not covered. Fax delivery success over the telephone network is not an SLA commitment.

Faximus Standard Paid Production Service Level Agreement

Version: 2026.10.27-r1

This Service Level Agreement (SLA) applies only when a paid plan description or signed order form expressly states that the Faximus Standard Paid Production SLA applies to Customer. It does not apply by default merely because Customer pays for the Services.

The SLA begins when the covered paid production service is activated and ends when the applicable subscription ends.

If Customer is a Consumer, this SLA does not limit a warranty or remedy that applicable law does not allow the parties to waive.

1. Covered Service

The Covered Service is the production Faximus control plane used by an authenticated Customer to submit a supported fax job through the generally available API or portal and retrieve the current status of that job.

An order form may add or remove covered components. Unless it expressly says otherwise, the Covered Service does not include:

• free, trial, sandbox, test, beta, preview, or early-access features;
• email delivery to or from Customer;
• webhook delivery to Customer's endpoint;
• telecommunications carriers, the public switched telephone network, recipient devices, or fax delivery success;
• number porting, number procurement, or third-party number availability;
• Customer's network, software, identity provider configuration, endpoint, document, or credentials;
• professional services or support response times; or
• a third-party integration selected or controlled by Customer.

2. Availability commitment

Faximus will make the Covered Service available at least 99.9% of each calendar month (Monthly Uptime Percentage), subject to the exclusions below.

This commitment measures whether the Covered Service can accept authenticated requests and return a meaningful platform response. It does not guarantee that an individual fax will be delivered or completed within a particular time.

3. Measurement

3.1 Formula

Monthly Uptime Percentage is calculated as:

(Total Minutes in the Month - Unavailable Minutes) / Total Minutes in the Month x 100

Minutes excluded under Section 4 are removed from both the numerator and denominator.

3.2 Unavailable Minute

An Unavailable Minute is a full minute during which the Covered Service is unable, because of a failure within Faximus's control, to accept materially all properly authenticated, valid fax-submission requests or return current job status for Customer.

A single failed request, slow request, job-specific error, destination failure, document-rendering error, or partial degradation is not automatically an Unavailable Minute. Faximus will use platform monitoring, logs, error rates, and incident records to determine availability in good faith.

3.3 Customer-specific events

If an incident affects only Customer, it counts only when Faximus confirms that the cause was within the Covered Service and not an exclusion. If an incident affects the Covered Service generally, Faximus may apply the same incident interval to affected Customers.

4. Exclusions

Unavailable Minutes do not include downtime, degradation, or failure caused by:

• scheduled maintenance within the limits below;
• emergency maintenance reasonably needed to address an urgent security, legal, carrier, or stability risk;
• Customer Content, malformed or unsupported files, unusually resource-intensive documents, or Customer instructions;
• Customer's systems, internet connection, DNS, firewall, proxy, identity configuration, API client, webhook endpoint, email provider, or credentials;
• exceeding a plan limit, rate limit, concurrency limit, credit limit, or documented quota;
• suspension or restriction allowed by the Agreement, including for nonpayment, abuse, security, sanctions, or legal compliance;
• a telecommunications carrier, cloud or network provider, certificate authority, domain registrar, numbering authority, payment processor, or other third party, unless the order form expressly includes that dependency;
• recipient line conditions, recipient equipment, busy signals, no-answer conditions, rejected calls, incompatible fax equipment, or wrong numbers;
• internet-wide routing failures, widespread cyberattacks, natural disasters, war, civil disorder, government action, labor disruption, or another force-majeure event;
• Customer's use of an unsupported API version or configuration;
• a beta or preview feature; or
• actions or omissions of Customer or a third party acting for Customer.

5. Maintenance

5.1 Scheduled maintenance

Faximus may perform scheduled maintenance outside normal U.S. business hours. We will use reasonable efforts to provide at least 48 hours' notice for maintenance expected to materially affect the Covered Service.

Up to four hours of scheduled maintenance in a calendar month is excluded from the availability calculation. Faximus will use reasonable efforts to minimize disruption.

5.2 Emergency maintenance

Faximus may perform emergency maintenance without advance notice when reasonably necessary to protect security, data, legal compliance, carriers, or service stability. We will provide notice as soon as reasonably practical if the maintenance materially affects Customer.

6. Service credits

If the Monthly Uptime Percentage falls below the commitment, Customer may request the following credit:

The percentage is applied to the Eligible Monthly Recurring Fee for the affected Covered Service for that month.

The Eligible Monthly Recurring Fee includes the base subscription and recurring feature fee allocated to the affected Covered Service. It excludes metered page usage, fax-number fees, destination or carrier surcharges, taxes, professional services, one-time fees, discounts, and amounts already credited.

7. Credit request process

To receive a credit, Customer must email support@faximus.io or submit the designated SLA request within 30 days after the end of the affected month. The request must include:

• Customer's account and organization name;
• the affected service and environment;
• the date, time, duration, and time zone of the event;
• relevant request, incident, or job identifiers;
• a description of the observed impact; and
• reasonable supporting logs or records.

Faximus may request additional information reasonably needed to verify the claim. Failure to provide timely and sufficient information waives the credit for that event, except where law does not allow the waiver.

8. Credit limits and application

The maximum total SLA credit for a month is 25% of the Eligible Monthly Recurring Fee for that month. Credits cannot be combined to exceed that limit, even if more than one incident or SLA metric applies.

Credits:

• are applied to future invoices;
• have no cash value;
• cannot be transferred;
• expire 12 months after issuance if unused; and
• are Customer's sole monetary remedy for failure to meet this SLA.

The credit limit does not apply to a separate remedy expressly provided in the Terms of Service for Faximus's uncured material breach, fraud, willful misconduct, a Consumer's non-waivable statutory remedy, or other liability that cannot lawfully be limited.

9. Chronic failure

If the Monthly Uptime Percentage is below 99.0% in three months during any rolling six-month period, Customer may terminate the affected Covered Service by giving notice within 30 days after the third qualifying month. Faximus will refund prepaid recurring fees for the unused portion of the terminated service term. This right does not apply if the events were excluded or Customer did not maintain an active covered subscription.

10. Incident communications

For a material service incident, Faximus will use reasonable efforts to provide updates through a status page, portal, email, or support channel appropriate to the incident. Preliminary descriptions and estimated restoration times may change as the investigation develops.

Incident communications are operational information and do not amend the Agreement or admit liability.

11. Fax delivery is outside this SLA

The availability commitment does not measure:

• successful carrier connection;
• recipient-device acknowledgment;
• page quality or legibility;
• human receipt or review;
• delivery time for a particular fax;
• webhook or email notification delivery; or
• legal acceptance of a transmission record.

Those matters are addressed in the Fax Delivery Disclaimer. Metered outbound usage is excluded from the Eligible Monthly Recurring Fee and may still be billable for failed transmission work under the Terms of Sale. An SLA exclusion does not, by itself, decide whether a usage charge is correct.

12. Changes

Faximus may update this standard SLA prospectively. A material reduction will not apply during Customer's current committed order term unless required for law, security, or a third-party dependency. The version incorporated into the applicable plan or order form controls for that term.