Service Level Agreement
Last updated · Circo, Inc.
In plain English
- On paid plans, Capable will be available at least 99.9% of each calendar month.
- If we miss that, you can claim a credit of 10% to 50% of that month’s fee.
- We answer support requests within one business day, and critical issues within four business hours.
- Scheduled maintenance announced 48 hours ahead does not count as downtime.
This summary helps you read the document. The numbered sections below are what bind.
Contents
1. Scope
This Service Level Agreement is part of the Terms of Service between Circo, Inc. and customers on paid Capable plans. It does not apply during free trials, to free workspaces, or to features labeled beta or preview.
2. Uptime commitment
We will make the Capable web application and stakeholder portal available at least 99.9% of the time in each calendar month (the “Uptime Commitment”).
Monthly uptime percentage means the total minutes in the month, minus Downtime minutes, divided by the total minutes in the month.
Downtime means a period of at least five consecutive minutes during which users cannot sign in to, or load their company’s cap table in, the application, as confirmed by our monitoring or by reproducible customer reports.
3. What does not count as downtime
- Scheduled maintenance that we announce at least 48 hours in advance, up to four hours per month.
- Urgent security maintenance, where we explain the need as soon as practical.
- Problems caused by the customer, its users, its networks or devices, or its misuse of the Service.
- Outages of services we do not control that sit outside the core application, such as Google sign-in, a customer’s identity provider, Stripe, AI model providers, HR systems, or third-party AI assistants.
- Events described in the force majeure clause of the Terms of Service.
- Suspension or read-only mode applied under the Terms of Service, for example for non-payment.
4. Service credits
If we miss the Uptime Commitment in a month, the customer may receive a credit against future fees for that company’s subscription:
| Monthly uptime | Credit |
|---|---|
| Below 99.9% but at least 99.0% | 10% of the monthly fee |
| Below 99.0% but at least 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
For annual plans, the monthly fee is one twelfth of the annual fee. Credits for a month may not exceed 50% of that month’s fee.
How to claim. Email support@capable.so within 30 days after the end of the affected month, with the company name and the dates and times you saw the problem. We apply confirmed credits to the next invoice. Credits have no cash value and are not refunded if the subscription ends, except under the next paragraph.
Repeated failure. If monthly uptime falls below 99.0% in three consecutive months, the customer may terminate its subscription within 30 days after the third month and receive a pro-rata refund of prepaid fees for the unused period.
Service credits and the termination right above are the customer’s only remedies for failing to meet the Uptime Commitment.
5. Support response times
Support is available by email at support@capable.so and in the app. Business hours are 9 a.m. to 6 p.m. Pacific Time, Monday to Friday, excluding US federal holidays.
| Priority | Examples | First response |
|---|---|---|
| Critical | The application is down; data appears wrong or missing; suspected security issue | Within 4 business hours |
| Standard | A feature is not working as documented; import or export questions | Within 1 business day |
| Low | How-to questions and feature requests | Within 2 business days |
Response times are targets for a first human response, not for a fix. Security reports follow our responsible disclosure policy.
6. Backups and incident communication
We back up the database continuously, with point-in-time restore for the last 30 days. Customers can also export their full cap table at any time.
During a significant outage, we email affected workspace owners with what is happening and when we expect to recover, and we send a summary once the issue is resolved.
7. Changes
We may update this SLA, but we will not reduce the Uptime Commitment or credit amounts for a customer during its current subscription term.