Legal

Effective: October 8, 2026

This Service Level Agreement is between Oil Rag, LLC ("Oil Rag") and the Company that accepts the Enterprise Master Subscription Agreement (the "Customer"). The agreement gives this document control of availability credits.

Commitment

Oil Rag commits that, in each UTC calendar month, at least 99.0% of the counted minutes are available.

A minute is available when a signed-in User of a Customer can open a Conversation that User may open, send a turn and receive Output, and open a Document that User may see. A saved partial answer is Output. A turn that ends with no Output is not available. A slow Commit, or a slow embedding job, does not by itself make a minute unavailable. If any one of those actions cannot be completed, that minute is not available.

The commitment runs while the Subscription is in force, through the paid-through date, and while the Company is not on Billing hold. The Admin company is not a Customer.

This document is not a support policy. It sets no support hours and no response times.

The month

The month is the UTC calendar month, from 00:00 UTC on the 1st through the last minute of that month. The same month applies to a monthly Subscription and to an annual Subscription.

Counted minutes leave out excluded minutes. The month misses the commitment when the exact fraction of available minutes over counted minutes is below 99.0%.

In a 30-day month with no excluded minutes, there are 43,200 counted minutes. 432 unavailable minutes meets the commitment. The 433rd unavailable minute misses it.

Oil Rag counts a month when a Customer Admin claims it, and counts it from production records. Those records are a server failure while opening a Conversation or a Document, a turn that ends with no Output, and minutes Oil Rag's database was not alive. A minute with no failure record stays available. A record from outside production does not count.

Exclusions

Excluded minutes come out of both sides of the fraction. They are not available minutes, and they are not counted minutes.

Excluded minutes are time in the customer environment, an identity-provider outage, scheduled maintenance, Billing hold, and time outside the Subscription.

A failure of the hosting that runs the service counts. This document has no force majeure exclusion.

Scheduled maintenance is a window Oil Rag leaves out after it notifies the Billing email recipient at least 24 hours before the window. The notice states when the window starts and when it ends. Only that stated window is excluded.

Credit

A Customer Admin claims a missed month by notice to legal@oilrag.ai within 30 days after that month. The notice names the Company and the month. A notice that arrives later earns no credit. A Team Member does not claim. Oil Rag does not issue the credit on its own. One notice earns one credit for that Company and that month. A second notice for that Company and that month does not earn a second credit.

The credit is 10% of that month's Seat fees. It cannot be more than those fees. That month's Seat fees are the monthly Seat price times the Seat quantity in force at the last minute of the month. For an annual Subscription, the monthly Seat price is one-twelfth of the annual Seat price. One minute over the commitment and a miss for the rest of the month earn the same 10%. Extra Usage Credits are outside the credit.

The credit reduces the next invoice that charges Subscription Seat fees. It does not reduce an invoice already paid. It is not paid as cash. If the Subscription ends before that invoice exists, the credit ends with it.

Sole remedy

The credit is the Customer's only remedy for a missed commitment. The agreement's liability cap, indemnity, and copy-and-delete duty stay in force for everything else. A security incident stays in the Data Processing Addendum and the Privacy Policy.