Draft — pending legal review

Service Level Agreement

Availability target, maintenance window, and credit in case of non-compliance.

Version 1.1 · in effect since September 29, 2026

Courtesy translation. In case of divergence, the Portuguese version prevails. View Portuguese version

In plain language

The target is 99.5% monthly availability, which allows for approximately 3 hours and 40 minutes of unavailability per month.
This is the target, and not a higher number, because today the application runs in a single region, without inter-region redundancy.
Scheduled maintenance is announced and does not count as unavailability.
If we fail to comply, you request credit within 30 days, and it will be applied to the next invoice.

This summary helps to understand, but does not replace the text of the clauses below.

1.1This agreement applies to the availability of the web application and the public response link, for paying and compliant subscribers.
1.2It does not apply to the free plan, to features marked as experimental, or to resources dependent on third parties, such as Figma import and artificial intelligence providers.

2.1Monthly availability target: 99.5%.
2.2Availability is measured by automatic application health verification, at regular intervals, considering the calendar month.
2.3Unavailability is considered the period when the application returns a server error or does not respond, due to a cause attributable to us.

3.1Scheduled maintenance, notified at least 48 hours in advance, preferably between 0h and 6h, Brasília time.
3.2Emergency maintenance necessary for data security or integrity.
3.3A widespread failure of an infrastructure provider that also affects that provider’s other customers and is beyond our reasonable control, and failure of the public network or of integrated third parties.
3.4Use in disagreement with the Terms of Use, overload caused by the client, or suspension due to default.
3.5Fortuitous event and force majeure.

4.1Availability between 99.0% and 99.5%: 10% credit of the affected month's monthly fee.
4.2Between 95.0% and 99.0%: 25% credit.
4.3Below 95.0%: 50% credit.
4.4The credit must be requested by email to contato@paineltap.com.br within 30 days of the end of the affected month, and is applied as a discount on the next invoice.
4.5The credit is the only remedy provided in this agreement, without prejudice to the legal rights of anyone contracting as a consumer.

5.1Channel: contato@paineltap.com.br, on business days, from 9h to 18h, Brasília time.
5.2First response effort: 1 business day for questions and 4 business hours for reported total unavailability.
5.3These are response times, not resolution times.