Service Level Agreement

This Service Level Agreement ("SLA") describes Taxably, Inc.'s ("Taxably", "we", "us") availability commitment for the production Services and the remedies available to paid customers if we fail to meet that commitment.

This SLA applies to customers on a paid plan, including Founders Edition. A customer that pays no fees for the Services uses them on an as-available basis and is not entitled to the credits in Section 4.

1. Definitions

• Production Services means api.taxably.ai, and the request paths Taxably Connect and the Taxably web application depend on: pairing a device and refreshing its access, reporting delivered work, reading the firm's prices, and the signed-in web application.

• Monthly Uptime Percentage is calculated per calendar month as:

  (Total Minutes − Downtime Minutes) / Total Minutes * 100,

  rounded to two decimal places.

• Downtime Minutes means full-minute intervals during which the Production Services return an HTTP 5xx response to more than 5% of legitimate, well-formed requests measured at our edge, excluding the Exclusions in Section 5.

• Monthly Fees means the total fees charged to Customer for the Services in the affected calendar month, including per-return charges and the firm fee.

• Service Credit means a dollar credit, calculated under Section 4, applied to Customer's next invoice after the credit is approved.

2. Availability Commitment

Taxably will use commercially reasonable efforts to make the Production Services available with a Monthly Uptime Percentage of 99.5% during each calendar month.

The Connect desktop application runs on Customer's workstation and is not covered by this commitment; Customer's local environment (operating system, network, power) is outside Taxably's control. Production Services availability is the limit of this SLA.

3. Maintenance and Notice

Taxably performs Scheduled Maintenance, when necessary, during a weekly maintenance window of Sundays 03:00–07:00 US/Eastern with at least 48 hours' advance notice in the in-app status banner and on status.taxably.ai. Scheduled Maintenance is excluded from Downtime.

Emergency Maintenance may occur outside the scheduled window when needed to address security or stability issues; we will give as much advance notice as practicable and is excluded from Downtime only if it lasts less than 60 minutes.

4. Service Credits

If the Production Services fail to meet the 99.5% commitment in a calendar month, Customer is eligible for a Service Credit calculated as a percentage of the Monthly Fees for that month:

Service Credits are the sole and exclusive remedy for any failure to meet the availability commitment.

To request a Service Credit, the account owner must submit a written request to support@taxably.ai within 30 days of the end of the affected calendar month, including the dates and approximate times of the Downtime. Taxably will validate the request against its monitoring records and apply any owed credit to Customer's next invoice after approval. Service Credits are not refundable and have no cash value.

The total Service Credits awarded in any calendar month will not exceed 50% of the Monthly Fees for that month.

5. Exclusions

Downtime does not include unavailability caused by:

• Scheduled Maintenance (Section 3).
• Force majeure events (acts of God, war, government action, internet backbone outages, AWS regional outages affecting us-east-1 beyond Taxably's control).
• Customer's actions or inactions, including misuse of the Services, failure to follow documentation, or use of unsupported integrations.
• Customer's local environment (workstation OS, network, power, ISP).
• Third-party providers outside Taxably's control (e.g. Clerk, Stripe, Customer's own DNS).
• Beta or preview features, which are excluded from this SLA.

6. Status and Reporting

Taxably operates a public status page at status.taxably.ai. Incidents affecting Production Services are posted there with rolling updates and a postmortem when the incident is resolved.

7. Changes

We may update this SLA from time to time. Material reductions in the uptime commitment or the credit table will be notified by email or in-app notice at least 30 days before they take effect. The "Last Updated" date at the top of this SLA reflects the most recent revision.

September 17, 2026 clarification: Service Credits apply to the next subscription invoice after approval, rather than requiring an annual renewal. This clarification does not reduce the uptime commitment, credit percentages, eligibility, or any credit rights already accrued.

October 22, 2026 change: Service Credits are calculated on all fees charged for the affected month, including per-return charges, rather than on a subscription fee alone; Founders Edition customers are eligible; and the Production Services are named by the paths Taxably Connect and the web application use today. This change does not reduce the uptime commitment or the credit table.

8. Contact

Credit requests and SLA questions: support@taxably.ai.