Service Level Agreement

This Service Level Agreement ("SLA") describes the service availability commitments of Asquared S.R.L. ("we", "us", "our") for the JoinMyMoment platform available at joinmymoment.com ("Service"). This SLA is incorporated into and subject to the Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail.

This SLA applies exclusively to customers with active paid subscriptions. Free accounts and trial accounts are not covered by this SLA.

Uptime Commitment

Asquared S.R.L. will use commercially reasonable efforts to make the Service available at least ninety-nine and five tenths of a percent (99.5%) of the time in any given calendar month ("Monthly Uptime Commitment"), excluding any Scheduled Maintenance or Excluded Events as defined below.

"Downtime" means the total accumulated minutes during a calendar month during which the Service is unavailable, excluding Scheduled Maintenance and Excluded Events. The Service is considered unavailable when the JoinMyMoment API fails to return a successful HTTP response (2XX or 3XX status code) for more than five (5) consecutive minutes.

Scheduled Maintenance

Asquared S.R.L. may perform scheduled maintenance that results in temporary unavailability of the Service. Where reasonably practicable, Asquared S.R.L. will provide at least 24 hours advance notice of scheduled maintenance. Downtime caused by scheduled maintenance is excluded from the Monthly Uptime Commitment calculation and does not qualify for Service Credits.

Excluded Events

The Monthly Uptime Commitment and any Service Credit obligations do not apply to unavailability caused by any of the following ("Excluded Events"):

  1. Actions or omissions of the customer or any third party acting on the customer's behalf, including misuse of the Service or use contrary to the Terms of Service;
  2. The customer's internet connection, browser, devices, or any network or systems outside of Asquared S.R.L.'s direct control;
  3. Third-party services, APIs, or infrastructure on which the Service depends, including but not limited to cloud hosting providers, payment processors, CDN providers, and email delivery services;
  4. Force majeure events, including acts of God, natural disasters, war, terrorism, civil unrest, government actions, pandemics, cyberattacks, power failures, or any other cause beyond Asquared S.R.L.'s reasonable control;
  5. Security incidents, including DDoS attacks, hacking attempts, malware, or other malicious acts targeting the Service or its infrastructure;
  6. Emergency maintenance required to protect the security, integrity, or performance of the Service;
  7. Beta, preview, or experimental features that are explicitly identified as such;
  8. Suspension or termination of the customer's account in accordance with the Terms of Service.

Service Credits

If the Monthly Uptime Commitment is not met in a given calendar month due to reasons other than Excluded Events, the customer may be eligible to receive a Service Credit applied to their account, calculated as follows:

  1. If monthly availability falls below 99.5% but is at or above 99.0%: a credit of 10% of the monthly fee for the affected subscription;
  2. If monthly availability falls below 99.0% but is at or above 95.0%: a credit of 25% of the monthly fee for the affected subscription;
  3. If monthly availability falls below 95.0%: a credit of 50% of the monthly fee for the affected subscription.

The maximum total Service Credit in any calendar month shall not exceed 50% of the monthly fee paid for the affected subscription period. Service Credits are the customer's sole and exclusive remedy for any failure by Asquared S.R.L. to meet the Monthly Uptime Commitment.

Credit Request Process

  1. To request a Service Credit, the customer must submit a written request to contact@joinmymoment.com within fifteen (15) calendar days of the end of the calendar month in which the claimed Downtime occurred.
  2. The request must include: (a) the customer's account email address; (b) the dates and times of the claimed Downtime; and (c) a description of the impact experienced.
  3. Asquared S.R.L. will review the request and, if valid, apply the credit within thirty (30) calendar days. Credits will be applied to future invoices and have no cash value. Credits are non-transferable and non-refundable.
  4. Asquared S.R.L.'s records and monitoring data shall be the authoritative source for determining uptime and eligibility for Service Credits.
  5. Failure to submit a timely request constitutes a waiver of the customer's right to receive a Service Credit for the applicable period.

Limitation of Liability

Service Credits constitute the customer's sole and exclusive remedy, and Asquared S.R.L.'s sole and exclusive obligation, with respect to any failure to meet the Monthly Uptime Commitment. Asquared S.R.L. shall have no other liability of any kind arising from or relating to any unavailability of the Service, including any indirect, incidental, special, consequential, or exemplary damages. Nothing in this SLA modifies or expands the limitation of liability set forth in the Terms of Service.

Changes to this SLA

Asquared S.R.L. reserves the right to modify this SLA at any time. Changes will be communicated in accordance with the Terms of Service. Continued use of the Service after the effective date of any changes constitutes acceptance of the revised SLA.

Contact

For questions about this SLA, please contact:

Asquared S.R.L.
Brasov, Romania
Email: contact@joinmymoment.com

Last update: 30th April 2026