Service Level Agreement
SERVICE LEVEL AGREEMENT (SLA)
GuildPass LLC
This Service Level Agreement ("SLA") outlines service expectations for customers ("Creators") of GuildPass LLC ("GuildPass," "we," "us," or "our").
1. Uptime Guarantee
GuildPass commits to 99.5% monthly uptime, excluding:
- Discord outages
- Stripe outages
- Scheduled maintenance
- Force majeure events
- Internet service provider failures
- Attacks targeting Discord, Stripe, or your server
Uptime includes:
- Dashboard access
- API processing
- Role automation
- Webhook handling
2. Maintenance Windows
We perform occasional maintenance for:
- security updates
- database optimization
- feature deployments
Whenever possible, maintenance is performed during low-traffic windows and announced in advance.
3. Role Sync Performance
GuildPass processes:
- Stripe webhooks instantly
- Discord role updates within seconds (typical)
- Full-server periodic resyncs every 4–12 hours
Creators can request a manual sync at any time.
4. Support Response Times
Support is available via support@guildpass.app.
Typical response targets:
- Critical (roles not syncing for entire server, Stripe connection broken): under 12 hours
- High (role mapping confusion, setup issues): under 24 hours
- Normal (billing questions, UI help): 24–48 hours
- Low (feature requests): 2–4 days
5. SLA Exclusions
This SLA does not apply to issues caused by:
- incorrect role mapping
- Discord permission misconfiguration
- webhooks disabled in Stripe
- creator-side server modifications
- third-party bots interfering with roles
- network issues outside GuildPass control
6. Remedies
If GuildPass fails to meet uptime for reasons not caused by third-party outages, the Creator receives a prorated credit to their next month's invoice. Refunds are not provided under the SLA; only credits.
7. Term and Termination
This SLA remains in effect for as long as the Creator maintains an active subscription.