📣 Testlio's 2026 Software Quality Report: See where software fails, why critical defects escape, and how to catch them before customers do.

Become a testerLog In
Black and white illustration of a policeman and two dogs

Service Level Agreement

‍

1. Service Commitments & Performance Tiers

Testlio will use commercially reasonable efforts to make the LeoCore Platform available in accordance with the governing agreement, and as further set forth below.

  • Monthly Uptime Commitment: 99.9%
  • Support Response Time: 24 Business Hours 
  • Remedy for Missed SLA: Service Credits.

2. Service Credit Calculations and Scope Outages

2.1 Qualifying Outages: Service Credits shall apply solely to Critical Outages, defined as periods of total system unavailability or severe disruption preventing core platform execution (“Unavailability”). Partial degradation, minor bug occurrences, or disruptions to localized, non-critical features shall not constitute Unavailability or trigger Service Credits.

2.2 Calculation Base: Service Credits are calculated solely as a percentage of the prorated monthly LeoCore Fee actually paid by Customer for the month in which the Uptime Commitment was missed. Service Credits shall not apply to, or be calculated against, any portions of the Strategic Consumption Fund or out-of-pocket expenses.

3. Credit Request Procedure & Guardrails

  1. Service Credits are not automatically applied. To receive a Service Credit, Customer must submit a written claim to finance@testlio.com within fifteen (15) calendar days after the end of the calendar month in which the alleged failure occurred and provide any other reasonably requested information or documentation. Failure to provide timely notice waives Customer's right to claim a Service Credit for that incident.
  2. The total aggregate amount of Service Credits issued to Customer in any single calendar month shall not exceed 25% of the monthly LeoCore Fee for that month.
  3. The remedies provided under this Attachment are Customer’s sole and exclusive remedy for any failure by Testlio to meet the Uptime Commitments.
  4. Approved Service Credits will be issued as a deduction against a future payment due from Customer for the LeoCore Fee invoice. For customers paying annual fees upfront, accrued Service Credits will be applied as a credit toward the subsequent annual renewal invoice or package expansion. 
  5. If Customer purchased the affected service through a Reseller, (a) Customer or the Reseller may submit a ticket as described in Section 3.1 above; and (b) any Service Credit will be based on the fees invoiced by Testlio to the Reseller for Customer’s use of the affected Service under the Reseller’s applicable order(s) with Testlio. Testlio will issue any associated Service Credits to the Reseller (and not directly to Customer), and the Reseller will be solely responsible for issuing the appropriate amounts to Customer.

4. SLA Exclusions

Unavailability or performance downtime shall not count toward the calculation of Monthly Uptime if caused by or arising from: (a) downtime for routine or reasonable emergency maintenance; (b) failures, delays or outages caused by third-party hosting providers (e.g., AWS, Azure), internet backbone routing, telecommunications failure, or upstream infrastructure disruptions outside Testlio’s direct control; (c) circumstances attributable to Customer’s equipment, custom code, network configurations, or unauthorized high-volume automated requests/rate-limit violations; (d) failure or delay in third-party integrations (including Jira, Linear, Slack, or Teams) managed outside of Testlio’s system control; (e) any event or event condition described in the Force Majeure provisions of the governing agreement; and (f) if Customer has failed to pay undisputed fees when due or is in breach of the governing agreement. The SLA does not apply to sandbox instances or Beta products (or similar concepts in the governing agreement).