SortedResearch

Service Level Agreement (SLA)

Last updated: 30 June 2026.

This Service Level Agreement ("SLA") describes the uptime and support commitments for the SortedResearch Service operated by The Future Mill LLC. It supplements the Terms of Service.

This SLA's uptime commitment and service credits apply to the Team and Enterprise plans. The Free and Individual plans are provided on a best-effort basis without an uptime guarantee or service credits.

1. Uptime commitment

For Team and Enterprise plans, we target 99.9% Monthly Uptime Percentage.

Monthly Uptime Percentage = (Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100.

Downtime means a period in which the core Service is unavailable to the Customer, as measured by our monitoring, excluding the exclusions in Section 2.

2. Exclusions

Downtime does not include unavailability caused by:

  • Scheduled maintenance for which we give reasonable advance notice.
  • Force majeure events beyond our reasonable control (e.g. natural disasters, internet/utility failures, government actions).
  • Customer-caused issues, including misuse, misconfiguration, or use outside the documentation or Terms.
  • Third-party provider outages outside our reasonable control (e.g. Supabase, Vercel, Stripe, Anthropic, Resend, or the Customer's network/ISP).
  • Suspension or termination of the Customer's account in accordance with the Terms.
  • Beta, preview, or experimental features.

3. Support response targets

Support response targets are time to first response, measured during the relevant support hours, and are targets rather than guarantees. Business days are Monday to Friday, excluding US public holidays, in US Pacific Time.

Plan Channel Target first response
Free Best-effort via Graham assistant and help center No target
Individual Email (support@sortedresearch.com) ~2 business days
Team Priority email ~1 business day
Enterprise Dedicated contact ~4 business hours for urgent issues

4. Service credits (Team & Enterprise)

If we fail to meet the 99.9% Monthly Uptime Percentage in a calendar month, eligible Team and Enterprise customers may request a service credit calculated as a percentage of the monthly fee for the affected Service for that month:

Monthly Uptime Percentage Service credit
≥ 99.0% and < 99.9% 10%
≥ 95.0% and < 99.0% 25%
< 95.0% 50%

Service credits are applied to future invoices and are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment. Credits are not refundable for cash and may not exceed the monthly fee for the affected Service.

5. How to claim a credit

To claim a service credit, the Customer must submit a request to support@sortedresearch.com within 30 days of the end of the month in which the Downtime occurred, including:

  • The dates and times of the Downtime; and
  • Any relevant logs or evidence of impact.

We will review the request against our monitoring records and, if approved, apply the credit to a future invoice.

6. Credit exclusions

Service credits are not available where:

  • The unavailability falls within an exclusion in Section 2;
  • The Customer's account is past due or in breach of the Terms at the time of the incident; or
  • The claim is submitted outside the window in Section 5.

7. Changes

We may update this SLA from time to time. We will post the updated version with a new "Last updated" date and, for material changes affecting Team/Enterprise, provide reasonable notice.

8. Contact