Reliability definitions and claim mechanics for enterprise agreements.
This SLA is contractual-only. “Available” means the covered production service can accept and process ordinary requests, excluding scheduled maintenance and exclusions below. Measurement method, covered services, uptime target and credit schedule apply only when an enterprise order form expressly activates them.
The executed order defines maintenance windows, exclusions, incident communications and dependency treatment. Exclusions must be applied consistently with that order and mandatory law. Tuturuuu prioritizes restoration and accurate incident assessment.
The executed order specifies eligibility, credit limits, claim deadlines and the supported remedy. Submit claims through the designated support channel with incident dates, impact and request identifiers. Tuturuuu assesses claims in good faith. Billing adjustments must be supported by the merchant of record; mandatory legal remedies remain available.
A plan name, pricing card or pitch does not activate an SLA. An executed order must name the covered production services, measurement window, availability target, support hours, severity definitions, exclusions and claim procedure. Preview products and unapproved roadmap capabilities are outside coverage unless explicitly included.
The order must explain treatment of dependencies and provider outages; the fact that infrastructure is supplied by a third party does not by itself decide whether an outage is excluded. Service credits are distinct from AI usage credits, refunds and mandatory legal remedies. Where a merchant of record issues invoices, any approved service credit must use a supported billing adjustment or another agreed method rather than promising an unsupported invoice operation.
Draft revision for review; not a newly effective agreement. No numerical uptime commitment or service credit applies unless an enterprise order form expressly activates it.
