Service Level Agreement

1. Purpose

This Service Level Agreement (SLA) describes the service levels, support commitments, responsibilities, and remedies applicable to all products and services offered by Millarum. By using any Millarum product, the customer agrees to the terms set out in this document.

2. Scope

This SLA applies to all generally available Millarum products, including but not limited to:

• Millarum Roadmap — the Roadmap app including UI, configuration modal, saved views, milestone display, and resolver functionality.
• Millarum Dashboards — all dashboard widgets (Slicer, Charts, List, Created vs Resolved, Activity Stream, Sankey Diagram).
• Any future products published by Millarum, unless a separate superseding SLA is provided for that product.

Exclusions: third-party platform outages, network issues on the customer side, customer-managed integrations, and API changes introduced by platform providers requiring vendor-side migration.

3. Service Availability (Uptime)

Target monthly uptime for all Millarum products: 99.5%, measured as:

(total minutes in month − downtime minutes) ÷ total minutes in month

Downtime excludes: scheduled maintenance windows, force majeure events, customer network issues, and third-party platform outages.

4. Scheduled Maintenance

• Maintenance windows will be scheduled in advance when required.
• Typical window: up to 2 hours per maintenance event.
• Customers will receive at least 48 hours' notice before a scheduled maintenance window.
• Emergency maintenance will be communicated as soon as practically possible.

5. Support Hours & Contact

6. Incident Severity & Response Targets

Severity is assigned by Millarum based on impact and reproducibility. The customer may request reassessment.

7. Incident Reporting & Escalation

Report incidents to support@millarum.com with the following information:

• Product name and version
• Site or instance URL
• Severity candidate and business impact description
• Steps to reproduce
• Screenshots, console errors, or log snippets (where available)

Millarum will confirm receipt and severity within the initial response target. For unresolved P1/P2 incidents, escalation proceeds: Support → Engineering → Management. On-call escalation contact details are provided at onboarding.

8. Remedies / Service Credits

If monthly uptime falls below the target, customers may request a service credit applied to the next billing cycle:

Credits are exclusive of any other remedies. Credit requests must be submitted within 30 days of the end of the affected month.

9. Data, Backups & Retention

• Millarum products persist configuration data (e.g., saved views, widget settings) in platform-provided app storage. No local copies of customer issue data are retained beyond transient normalized processing.
• Configuration backups are performed on a weekly basis.
• Target restore time for backed-up configuration data: up to 5 business days.
• On termination or request, Millarum will delete customer configuration data within 30 days, unless legal requirements dictate otherwise.

10. Privacy & Security

• Millarum processes only the data necessary to provide the requested service functionality.
• All Millarum products are built and hosted within the platforms on which they operate. User data is not transferred to external servers or stored outside the platform environment.
• Millarum adheres to applicable data protection regulations (including GDPR where applicable) and follows the security and privacy guidelines of the platforms on which products are deployed.
• Millarum personnel access production data only for troubleshooting purposes and under strict access controls.

11. Change Management & Releases

• Minor releases (bug fixes, UI improvements): may be deployed without prior notice.
• Major or breaking changes: communicated with at least 7 days' notice and accompanied by release notes.
• Customers may request feature prioritization via the support portal; scheduling follows Millarum's roadmap and incident severity.

12. Exclusions & Limitations

This SLA does not cover:

• Outages caused by the underlying platform provider's infrastructure
• API deprecations or breaking changes introduced by platform providers requiring vendor-side migration
• Customer network, browser, or device issues
• Unsupported custom configurations, third-party plugins, or customer-managed integrations causing conflicts

Where an outage is caused by a platform provider change, Millarum will provide mitigation guidance and apply fixes promptly, but resolution timelines may depend on third-party schedules.

13. Term, Termination & Suspension

• Term: effective from the date of first product use until terminated by either party.
• Termination: either party may terminate with 30 days' written notice.
• Suspension: Millarum may suspend service for security reasons or on non-payment; notice will be provided where reasonably feasible.

14. Liability & Warranty

Millarum warrants it will use commercially reasonable efforts to meet the targets in this SLA. Liability is limited to direct damages up to the amount paid by the customer during the preceding 3 months. Millarum is not liable for indirect, incidental, consequential, or punitive damages.

15. Review & Amendments

Millarum will review SLA performance quarterly and may amend this SLA with 30 days' notice for material changes. Customers retain the right to terminate if a material amendment is unacceptable.

16. Acceptance & Contacts

Continued use of any Millarum product constitutes acceptance of this SLA and its terms.