Service Level Agreement
This template Service Level Agreement (the “SLA”) describes the availability commitment for the Stewardvine software and the remedy available if that commitment is not met. It is placeholder scaffolding and must be finalized by counsel; all targets, windows, and credit amounts below are placeholders. This SLA forms part of, and is governed by, the [to be finalized].
A Stewardvine service interruption does not put donations at risk of loss. Donations settle directly into the parish's own Square account, and Stewardvine never holds funds. If the Stewardvine software is unavailable, that affects Stewardvine's software features — reporting, exports, and configuration — not the parish's money, which continues to reside in the parish's own Square account.
1. Availability target
Stewardvine targets Monthly Uptime of [to be finalized] for the covered components of the Service, measured as described in Section 2 and subject to the exclusions in Section 4. “Covered Service” means [to be finalized]. Payment processing and settlement are performed by Square and are not part of this SLA.
2. Measurement window
Availability is calculated over a calendar-month Measurement Window as:
Monthly Uptime % = (total minutes in the month − Excluded minutes − Downtime minutes) ÷ (total minutes in the month − Excluded minutes) × 100. “Downtime” means [to be finalized].
3. Service credits (sole remedy)
If Stewardvine does not meet the availability target in a given month, the affected Parish's sole and exclusive remedy is a service credit against future fees, applied per the schedule below. Service credits are the only remedy for any failure to meet this SLA; they are not refunds, are not payable in cash, and do not accrue interest.
| Monthly Uptime achieved | Service credit |
|---|---|
| [to be finalized] | [to be finalized] |
| [to be finalized] | [to be finalized] |
| [to be finalized] | [to be finalized] |
Total credits in any month are capped at [to be finalized].
4. Exclusions
Downtime does not include, and no credit is available for, unavailability caused by:
- Scheduled maintenance announced under Section 7, or emergency maintenance.
- Force majeure and other events beyond Stewardvine's reasonable control.
- Square or Apple outages or changes, including any interruption of payment processing, settlement, or Tap to Pay on iPhone.
- The parish's own Square account issues — for example, account holds, verification problems, or settlement configuration on the parish's side.
- The parish's network, hardware, devices, or configuration, including connectivity at the parish or the volunteer's device.
- Third-party services, factors, or acts outside Stewardvine's infrastructure [to be finalized].
- Suspension or termination in accordance with the Terms / MSA or the Acceptable Use Policy.
5. Support response targets
Stewardvine aims to acknowledge and respond to support requests within the following target times. These are targets, not guarantees, and are separate from the availability credit above.
| Severity | Description | Target response |
|---|---|---|
| [to be finalized] | [to be finalized] | [to be finalized] |
| [to be finalized] | [to be finalized] | [to be finalized] |
| [to be finalized] | [to be finalized] | [to be finalized] |
6. Claiming a credit
To request a service credit, the Parish must submit a claim to [email protected] within [to be finalized] of the end of the affected month, including August 13, 2026. Stewardvine will review the claim against its monitoring records and apply any approved credit to a future invoice.
7. Scheduled maintenance
Stewardvine may perform scheduled maintenance and will use reasonable efforts to provide advance notice via [to be finalized] and to schedule it during [to be finalized]. Time spent in properly announced maintenance is excluded from availability calculations.
Questions? Contact [email protected]. You can also return to the Legal hub.