This Service Level Agreement ("SLA") forms part of the Master Subscription Agreement. Capitalised terms not defined here have the meanings given there.
1. Uptime commitment
Fig commits to a target Uptime of 99.5% per calendar month for the Fig Platform. Uptime is calculated as: ((total minutes in the month − Downtime minutes) ÷ total minutes in the month) × 100. "Downtime" excludes Scheduled Maintenance, emergency security maintenance, outages caused by the Customer or its infrastructure, third-party or force majeure events, and anything affecting features marked "beta," "alpha" or "preview." The Fig Software (agents) is covered by clause 6 of the Master Subscription Agreement rather than this SLA.
2. Service Credits
If Uptime in a calendar month falls below target, the Customer can request a Service Credit within 30 days of month-end:
| Uptime in month | Service Credit |
|---|---|
| 99.5% or above | 0% |
| 99.0% – < 99.5% | 5% of that month's Platform Fee |
| 95.0% – < 99.0% | 10% of that month's Platform Fee |
| Below 95.0% | 25% of that month's Platform Fee |
Service Credits are applied against the next invoice (or refunded on termination if unused), are capped at 30% of that month's Platform Fee, and are the Customer's sole remedy for missing the Uptime target - without prejudice to the right to terminate for material breach, which the parties agree arises only where Uptime falls below 95% in any 3 consecutive months, or in any 5 months within a rolling 12-month period.
3. Scheduled Maintenance
Fig aims to perform maintenance outside business hours and gives at least 5 Business Days' notice via the platform status page or email, except where emergency maintenance is needed to address a security threat, in which case we give as much notice as reasonably possible.
4. Onboarding service level (MSP customers)
Where an MSP submits a fully compliant End-Customer onboarding notification, Fig will provision the new environment and any Direct Integration within 2 Business Days. Where an End Customer needs discretionary review, Fig will decide within 5 Business Days and, if accepted, provision within a further 2 Business Days. If Fig misses this target for 3 or more compliant notifications in a calendar month, the MSP can request a Service Credit of 5% of its Internal-Use Fee for that month (subject to the same 30% monthly cap as above).
This document is part of Fig's public legal documentation. It works alongside our Terms of Service, Master Subscription Agreement, Product-Specific Terms, MSP Partner Agreement, Data Processing Agreement and Support Policy.