Service Levels and Guarantees

This page explains the commitments that our pricing and product pages refer to. It is part of our Terms of Service. The availability commitment and the precision guarantee apply only to plans and services that include them, as shown on our pricing page or in your Order Form.

Availability commitment

Where your Order Form includes an availability commitment (for example, 99.9% monthly uptime for Enterprise plans):

• Measurement. Availability is the percentage of minutes in a calendar month in which the SignalPilot app and API respond successfully, measured by our external monitoring. Scheduled maintenance announced at least 48 hours ahead, problems caused by your systems or Third-Party Services, Previews, and events outside our reasonable control are excluded.
• Service credits. If availability falls below the commitment, you receive the service credit stated in your Order Form, applied to a future invoice.
• How to claim. Email tarik@signalpilot.ai within 30 days after the end of the affected month, with the dates and times of the problem.

Precision guarantee (Managed)

Where you buy the Managed service, this guarantee applies unless your Order Form says otherwise:

• What is measured. Precision is the share of graded questions answered correctly, measured over a trailing 30-day window and reported monthly. The graded questions are the frozen evaluation suite that you and SignalPilot agree at the start of the Managed engagement; your Order Form or onboarding record identifies it.
• Floor and credits. The precision floor is 90%. If precision for a month is between 80% and 90%, you receive a credit of 25% to 50% of that month's outcome fees, scaled by how far precision fell below 90%. If precision is below 80%, we refund that month's outcome fees.
• How credits are applied. We measure precision at month end and apply any credit or refund to your next invoice without you asking. If you think a month was measured wrongly, email tarik@signalpilot.ai within 30 days after the end of that month.
• Not covered. Model tokens are passed through at cost and are never refunded. Questions outside the frozen suite, and failures caused by changes to your source data or systems that you did not tell us about, are excluded.

Credits put back (all plans)

On every plan, failed, low-evidence and flagged-wrong threads are never charged: their credits are put back without you asking.

Limits

Service credits and refunds under this page are your sole and exclusive remedy for the matters they cover. They are capped at the fees paid for the affected month, they cannot be exchanged for cash except as stated, and they are not available while your account is past due. If your Order Form gives different terms, the Order Form controls.