Last Updated 1 August, 2025
This Truffle Service Level Agreement (“SLA”) accompanies the Truffle Terms of Service available at https://www.hiretruffle.com/legal/terms-of-service (or a successor URL) (the “Agreement”) between you (“Customer”) and Truffle. Capitalized terms not defined here have the meanings in the Agreement.
1. Target Availability
Truffle will use commercially reasonable efforts to make the Service available with a monthly Uptime of 99.5% (“Target Availability”).
2. Measurement & Definitions
“Uptime” for a calendar month = (Total Minutes – Downtime – Excluded Minutes) ÷ Total Minutes.
“Downtime” means minutes during which valid requests to the production Service (core web app and public API) consistently fail with HTTP 5xx responses for at least five (5) consecutive minutes, as measured by Truffle’s production monitoring. Intermittent errors or periods under five consecutive minutes are not counted as Downtime.
3. Exclusions
Uptime calculations exclude unavailability due to:
(a) use of the Service not authorized by the Agreement/Documentation, or exceeding plan limits;
(b) general Internet issues, force majeure, or factors outside Truffle’s reasonable control;
(c) Customer’s or third parties’ networks, equipment, software, DNS, CDN, firewalls, identity providers/SSO, or other infrastructure;
(d) third-party systems, integrations, or subprocessors;
(e) account suspension or rate-limiting under the Agreement (e.g., non-payment, AUP breaches);
(f) beta, trial, proof-of-concept, or pre-release features; or
(g) Scheduled Maintenance or reasonable emergency maintenance.
4. Scheduled & Emergency Maintenance
“Scheduled Maintenance” means routine maintenance for which Truffle provides at least twenty-four (24) hours’ prior notice via the Truffle Status Page or email. Scheduled Maintenance will not exceed eight (8) hours in any calendar month and is typically performed off-peak. Emergency maintenance may occur at any time without prior notice and is excluded from Uptime.
5. Verification
Truffle’s production logs and monitoring (including the Truffle Status Page) are the authoritative source for Uptime, Downtime, and Exclusions.
6. Remedy for Failure to Meet Target Availability
If the Service fails to meet Target Availability in two (2) consecutive calendar months, Customer may terminate the affected Subscription by written notice within thirty (30) days after the end of the second month. Truffle will refund any pre-paid fees for the unused portion of the terminated Subscription Term for that Service. This termination/refund is Customer’s sole and exclusive remedy, and Truffle’s sole and exclusive liability, for failure to meet Target Availability.
7. Plans Not Covered
This SLA does not apply to free, trial, beta, or proof-of-concept access.
