Last updated: September 27, 2026
Support: support@meloraconnect.com or (571) 290-2703.
1. Who this applies to
When this SLA takes effect. Melora Connect is in its first month and we are still developing the product constantly, so this SLA, including the availability commitment and service credits, takes effect on October 1, 2026 and applies to each month from then on. Before that date we work to keep the Service available and respond to support requests, but no credits apply.
1.1 This Service Level Agreement (“SLA”) is part of the Terms of Service. It applies to Associations on a paid plan whose account is in good standing. It does not apply to free accounts, trials, or Members using an Association’s portal (Members should contact their Association).
2. Covered services
- The Melora Connect web application, including the admin portal and member portals.
- Melora-hosted payment pages that start a MeloraPay checkout. Stripe’s own services are not covered (Section 5).
3. Availability commitment
3.1 We aim to keep the covered services available at least 99.5% of each calendar month.
4. How availability is measured
4.1 Availability is the percentage of minutes in a calendar month in which the covered services are available, excluding the time described in Section 5.
4.2 We check the covered services automatically every 5 minutes from more than one location. A service is unavailable when two checks in a row fail, and the downtime runs from the first failed check until the first successful one. A single failed check is not downtime.
5. Exclusions
5.1 Downtime does not count against the commitment when it is caused by:
- planned maintenance announced at least 48 hours in advance, or urgent security maintenance;
- outages at third-party providers we rely on, including Stripe, Supabase, Cloudflare, our email and messaging providers, and recipients’ email or phone networks;
- problems with your own devices, networks, browsers or internet connection;
- your breach of the Terms, or misuse or unauthorised access through your accounts;
- suspension of your account under the Terms;
- features marked as beta, preview or “coming soon”;
- events described in the force majeure clause of the Terms.
5.2 Email and text message delivery depends on recipients’ providers, so delivery time is not covered.
6. Service credits
6.1 If availability in a month falls below the commitment, you may claim a credit against your plan fee for that month:
| Monthly availability | Credit (share of one month’s fee) |
|---|---|
| Below 99.5%, down to 99.0% | 5% |
| Below 99.0%, down to 95.0% | 10% |
| Below 95.0% | 25% |
6.2 For annual plans, one month’s fee is one twelfth of the annual plan fee. Credits are applied to your next invoice, cannot be exchanged for cash, and cannot exceed 25% of one month’s fee in any month. Credits are not given on MeloraPay platform fees or on onboarding fees.
7. Claiming a credit
7.1 Email support@meloraconnect.com within 30 days after the end of the affected month, with your organisation name, the dates and times of the problem, and what you saw. We will confirm the result within 10 business days.
8. Support
8.1 How to reach us. Email support@meloraconnect.com or call (571) 290-2703. Support hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. US Eastern Time, except US federal holidays. Enterprise plans include 24/7 priority support: Critical issues are answered at any hour, every day of the year, by phone and email, and all other Enterprise requests go to the front of the queue during support hours.
8.2 First response targets. These are targets for our first human response, not for resolving the issue. “Business hours” and “business days” mean the support hours above:
| Severity | Meaning | First response target |
|---|---|---|
| Critical | The Service is down or payments cannot be taken, for most users | 4 business hours; Enterprise: 1 hour, at any time |
| High | A core feature is broken and there is no workaround | 1 business day; Enterprise: 4 business hours |
| Medium | A feature is impaired but a workaround exists | 2 business days |
| Low | Questions, cosmetic issues and feature requests | 5 business days |
9. Incident communication
9.1 During an incident that affects many customers, we will email account owners when we confirm it and when it is resolved. After a Critical incident, we will send a short written summary of the cause and what we changed within 5 business days of resolution.
9.2 Security incidents are handled as described on the Security page.
10. Sole remedy and changes
10.1 Service credits are your sole and exclusive remedy for failure to meet the availability commitment.
10.2 We may change this SLA under the change rules in the Terms of Service. A change will not reduce your credits during a term you have already paid for.
