Effective Date: February 22, 2026
Micro-Logix, Inc. is committed to providing reliable, high-performance access to the FuelLogix XCP platform. This Service Level Agreement ("SLA") describes our uptime commitments, support response times, and the remedies available to you in the event we do not meet these commitments.
We guarantee 99.9% monthly uptime for the FuelLogix XCP platform, measured as the percentage of total minutes in a calendar month during which the Service is available.
Uptime is calculated as:
"Downtime" is defined as any period during which the Service is materially unavailable to all users, as confirmed by our monitoring systems.
The following are excluded from downtime calculations:
If we fail to meet our uptime commitment, you may be eligible for service credits as described below:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the end of the month in which the downtime occurred. Credits are applied to future invoices and do not constitute a cash refund. Total credits in any month shall not exceed 50% of the monthly fee.
| Feature | Standard | Priority | Enterprise |
|---|---|---|---|
| Support Hours | Business hours (M-F, 9-5 ET) | Extended (M-F, 7-9 ET) | 24/7/365 |
| Support Channels | Email, ticket system | Email, ticket, phone | Email, ticket, phone, dedicated Slack |
| Account Manager | Shared | Named | Dedicated |
| Uptime SLA | 99.9% | 99.9% | 99.95% |
| Severity | Description | Standard | Priority | Enterprise |
|---|---|---|---|---|
| Critical | Service completely unavailable | 4 hours | 1 hour | 15 minutes |
| High | Major feature degraded, no workaround | 8 hours | 4 hours | 1 hour |
| Medium | Feature impaired, workaround available | 1 business day | 8 hours | 4 hours |
| Low | Minor issue, cosmetic, or feature request | 3 business days | 1 business day | 8 hours |
If you are not satisfied with the response to a support request, you may escalate through the following chain:
For critical issues, you may escalate immediately to the Director of Operations by contacting us at support@fuellogix.com.
We provide monthly uptime and performance reports to Priority and Enterprise tier customers. Standard tier customers may request quarterly reports. Reports include:
This SLA represents our complete commitment regarding service availability and support. Service credits are your sole and exclusive remedy for any failure to meet the uptime guarantee. This SLA does not apply during free trials or beta periods.
We reserve the right to modify this SLA with 30 days' written notice. Changes will apply at the start of the next billing cycle.
If you have questions about this document, please contact us:
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