Service-Level Agreement
Last updated: May 2026.
This SLA governs the availability of the Aclamos and Ballotis Services for Customers on a paid plan.
Uptime commitment
- Starter / Lite / Pro / Growth: 99.9% monthly uptime.
- Studio / Elections / Enterprise: 99.95% monthly uptime; election-day war-room.
Service credits
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| < 99.9% | 10% |
| < 99.5% | 25% |
| < 99.0% | 50% |
| < 95.0% | 100% |
Exclusions
Excluded from uptime calculations: scheduled maintenance announced ≥48 hours in advance; force-majeure events; outages caused by Customer misuse, third-party software the Customer chose to integrate (Salesforce, iMIS, etc.), or upstream sub-processors operating within their published availability.
How to claim a credit
Email billing@aclamos.app within 30 days of the affected month with the relevant incident IDs from status.aclamos.app. Credits are applied to the next invoice; they do not result in a cash refund.
Election-day war-room (Studio / Elections / Enterprise)
For ballots scheduled with a published opening time, the producer may book a dedicated election-day war-room: a Slack/Teams shared channel staffed by an Aclamos CSM and on-call engineer from doors-open through 2 hours after close. Book ≥7 days in advance.