AuthForge
Service Level Agreement
Effective date: June 21, 2026 · Version 1.0
This Service Level Agreement (“SLA”) describes the support response commitments that EactiveNet, Inc. provides for paid AuthForge plans, and the service credits available if we do not meet them. It is incorporated into the Terms of Service and applies only while Customer holds an active paid Subscription that includes the relevant level of support. Because AuthForge is self-hosted, the availability of Customer’s deployment is Customer’s responsibility; this SLA addresses our responsiveness and the availability of any components we operate, such as published software releases and our website.
Contents
1. Scope
This SLA covers technical support for the Software and the availability of components we operate. It does not cover the uptime, performance, or availability of Customer’s Self-Hosted Deployment, which depends on infrastructure, configuration, and operational practices within Customer’s control. Enterprise customers may agree to bespoke service levels, including managed-service uptime commitments, in a separately executed order form, which will control over this SLA to the extent of any conflict.
2. Severity levels
When you submit a support request, we assign a severity level based on the impact you describe:
| Severity | Description |
|---|---|
| S1 — Critical | A production deployment is down or insecure, with no workaround — for example, sessions cannot be validated or a confirmed security vulnerability is being exploited. |
| S2 — High | Major functionality is impaired or significantly degraded, with no reasonable workaround. |
| S3 — Normal | A non-critical issue, partial impairment, or a question with a workaround available. |
| S4 — Low | A general question, documentation issue, or feature request. |
3. Support response targets
“Response” means our initial substantive reply from a support engineer acknowledging the request and beginning diagnosis. Targets are measured during the applicable support hours for your plan.
| Severity | Startup | Business | Enterprise |
|---|---|---|---|
| S1 — Critical | 1 business day | 4 business hours | 1 hour, 24×7 |
| S2 — High | 1 business day | 1 business day | 4 hours |
| S3 — Normal | 2 business days | 1 business day | 1 business day |
| S4 — Low | 3 business days | 2 business days | 2 business days |
Response targets are commitments to respond, not to resolve; resolution times depend on the nature of the issue. We will use commercially reasonable efforts to progress each issue toward resolution and to keep you informed.
4. Support channels and hours
Community-tier users are supported through community resources and documentation. Startup and Business support is provided by email during business hours, defined as 09:00–18:00 Eastern Time on business days (Monday–Friday, excluding U.S. public holidays). Enterprise support includes a 24×7 channel for S1 incidents and a named point of contact, as set out in the applicable order form.
5. Availability of Company-operated components
We target 99.9% monthly availability for the components we operate that are necessary to obtain software releases and verification material, such as our website and published key-distribution endpoints, measured excluding the events described in Section 6. This availability target does not apply to Customer’s Self-Hosted Deployment.
6. Exclusions
This SLA does not apply to, and the following are excluded from any availability or response measurement: scheduled maintenance for which we provide advance notice; emergency maintenance required to preserve security or integrity; issues caused by Customer’s environment, configuration, modifications, or third-party products; misuse, or use not in accordance with the Documentation; force-majeure events and other causes beyond our reasonable control; and any period during which Customer’s account is suspended for breach or non-payment.
7. Service credits and sole remedy
If we fail to meet the applicable response target for a validated S1 or S2 request in a given calendar month, Customer is eligible for a service credit equal to five percent (5%) of the monthly fee for the affected plan for each missed target, up to a maximum of thirty percent (30%) of that month’s fee. Service credits are applied against future invoices, are non-transferable, and have no cash value. Service credits are Customer’s sole and exclusive remedy for any failure to meet the commitments in this SLA.
8. Claiming service credits
To claim a service credit, contact support@authforge.dev within thirty (30) days after the end of the month in which the missed target occurred, and include the relevant support-ticket references and the basis for the claim. We will validate the claim against our records and apply any credit due to the next invoice.
9. Changes to this SLA
We may update this SLA from time to time. Material changes will be reflected by updating the effective date above and, where appropriate, by additional notice. For Enterprise customers, the service levels in a signed order form prevail for the duration of that order.