Support and Service Level Terms
These terms outline August's support policies and service level commitments provided by Credicle Corporation.
1. SUPPORT AVAILABILITY
1.1 August provides 24/7 support via our Help Center and email at support@august.law.
1.2 Our support team is committed to providing timely assistance for all customer inquiries related to Service functionality, technical issues, and account management.
2. RESPONSE TIME COMMITMENTS
Our response times are tiered by priority level:
• Severe (service unavailable/security issues): 2-hour initial response, 24-hour resolution target. These issues receive immediate escalation to senior engineering staff.
• High (major functionality impacted): 4-hour initial response, 1-week resolution target. These issues affect core Service capabilities for multiple users.
• Medium (other bugs/issues): 1 business day initial response, 3-week resolution target. These issues affect non-critical functionality or individual users.
• Low (enhancements/technical questions): 2 business days initial response, roadmap-aligned resolution. These requests are tracked for product improvement consideration.
3. SERVICE LEVEL COMMITMENT
3.1 August commits to maintaining Service availability of at least 99.5% of each calendar month ("Monthly Uptime Percentage").
3.2 Monthly Uptime Percentage is calculated as: (Total monthly minutes minus Downtime minutes) × 100 ÷ Total monthly minutes.
3.3 "Downtime" means periods where the Service is unavailable due to issues within August's reasonable control, excluding scheduled maintenance windows communicated in advance.
4. SERVICE LEVEL CREDITS
If August fails to meet the Monthly Uptime Percentage commitment, eligible customers may receive service credits:
• 99.0% - 99.5% uptime: 10% credit of monthly seat costs
• 95.0% - 99.0% uptime: 25% credit of monthly seat costs
• Below 95.0% uptime: 50% credit of monthly seat costs
Credits must be requested within 30 days of the affected month and are applied to future invoices.
5. EXCLUSIONS
Service level credits are not applicable for:
5.1 Downtime caused by factors outside August's reasonable control, including internet connectivity issues and force majeure events.
5.2 Issues resulting from customer's non-compliant usage or violation of the Terms.
5.3 Preview Features or beta functionality.
5.4 Unpaid accounts, evaluation accounts, or accounts in breach of the agreement.
5.5 Scheduled maintenance windows communicated at least 48 hours in advance.
6. CONTINUOUS IMPROVEMENT
6.1 August commits to continuously refining support resources, documentation, and self-service tools.
6.2 Customers will be notified of material updates to support processes and documentation.
6.3 August regularly reviews support metrics and customer feedback to improve service quality.
Last updated: January 2026