This Service Level Agreement ("SLA") sets out our commitments regarding the availability of the Mora app at app.mora-marketer.com for paid subscription Customers. It is part of the Terms of Service between Customer and Respired.io, Corp. doing business as Mora.
This SLA applies to paid plans only. Customers on Free plans are not eligible for SLA credits but otherwise receive the Services on a best-effort basis.
1. Availability commitment
We target monthly uptime of 99.9% ("Service Commitment") for the Mora app, measured per calendar month.
| Monthly uptime | Service credit | |----------------|----------------| | ≥ 99.9% | None | | ≥ 99.0% and < 99.9% | 10% of monthly fee | | ≥ 95.0% and < 99.0% | 25% of monthly fee | | < 95.0% | 50% of monthly fee |
Service credits are applied to the Customer's next monthly invoice. Service credits are the sole and exclusive remedy for any failure to meet the Service Commitment, except as required by law.
2. Measurement
Monthly uptime is calculated as:
uptime % = (total minutes in month – downtime minutes) / total minutes in month × 100
Where downtime means a verified period during which the Mora app's primary endpoints (sign-in, dashboard load, scheduled-post execution) are unavailable to the majority of Customers.
We measure availability using:
- Vercel platform-level uptime metrics (the underlying hosting platform)
- Synthetic monitoring against the production app from multiple regions
- Customer-reported incidents that we can verify
We do not measure or commit to availability of:
- The marketing site at www.mora-marketer.com (separate, primarily static)
- The Discover feed at app.mora-marketer.com/discover (best-effort, cron-driven)
- AI inference latency or quality (governed by underlying providers)
3. Exclusions
The Service Commitment does not apply to unavailability caused by:
a. Scheduled maintenance, communicated in advance via email or in-app notice with at least 48 hours' notice and limited to less than 4 hours per month. b. Force majeure events outside our reasonable control (natural disasters, war, civil unrest, government action, large-scale internet or DNS outages, or major outages of the underlying hosting platform). c. Customer-caused issues, including Customer's own network problems, browser or device issues, expired credentials on Customer's connected third-party accounts, or actions by Customer that violate the Terms of Service. d. Third-party platform outages (Shopify, Instagram, Facebook, TikTok, Pinterest, Google), or rate-limit / policy changes by those platforms that block scheduled publishing. e. Beta features, features marked as "Preview" or "Experimental," and features explicitly excluded from this SLA in their feature documentation. f. Service suspension for cause (non-payment, AUP violation, security incident).
4. How to claim a credit
To request a service credit, email hello@mora-marketer.com within 30 days of the end of the affected month. Include:
- The Customer account email
- The dates and times of the unavailability
- Any logs, screenshots, or trace IDs that document the issue from Customer's perspective
We will validate the request within 15 business days and, if approved, apply the credit to the next monthly invoice. If the request is denied, we will provide a brief explanation. The maximum aggregate credits in any month will not exceed 50% of the Customer's monthly fee.
5. Status updates
Real-time uptime and incident history is published at status.mora-marketer.com (BetterStack-hosted). During incidents we additionally communicate updates via in-app banners and via email to billing contacts on impacted accounts. We aim to publish a brief post-incident summary for any incident that exceeds 30 minutes of measured downtime.
6. Changes
We may update this SLA from time to time. Material adverse changes will not apply retroactively to the current billing period.
7. Contact
Service incidents and SLA inquiries: hello@mora-marketer.com.