Service Level Agreement

We target 99.9% monthly availability for the core service on paid plans, measured over each calendar month.

"Available" means the mod deck, dashboard, overlay endpoints and chat ingestion pipeline respond and process events normally. The free pilot plan is provided best-effort and is not covered by this SLA.

Downtime does not count against the commitment when caused by:

• Scheduled maintenance announced at least 24 hours in advance;
• Kick platform outages, API changes or rate limits outside our control;
• Your internet connection, OBS setup, browser or local configuration;
• Force majeure events, DDoS attacks or third-party infrastructure failures;
• Beta or experimental features labelled as such.

Support is provided by email at info@empactappsllc.com. Target first-response times:

• Critical (service down during a live stream): within 4 hours;
• High (major feature broken, workaround exists): within 1 business day;
• Normal (questions, minor issues): within 2 business days.

Targets are goals, not guarantees, and apply during business days (Mon–Fri, US Eastern).

If monthly availability falls below 99.9%, you may request a service credit on your next invoice:

• 99.0% – 99.9%: 10% of that month's subscription fee;
• 95.0% – 99.0%: 25% of that month's subscription fee;
• Below 95.0%: 50% of that month's subscription fee.

To claim a credit, email us within 30 days of the end of the affected month with the dates and impact you observed. Credits are your sole remedy for availability failures and are not convertible to cash.

We monitor the ingestion pipeline, dashboards and overlay delivery around the clock and surface health status in your dashboard. Scheduled maintenance is performed in low-traffic windows whenever possible and announced in advance.

We may update this SLA as the service matures; changes apply from the next billing period and will never reduce commitments for a period already paid.

Questions about this policy? Email us at info@empactappsllc.com.