Service Level Agreement

1. Scope and Incorporation

This Service Level Agreement (“SLA”) is between Kiln HR LLC d/b/a Marshal(“Marshal”) and the customer identified in the applicable Order Form (“Customer”). Capitalized terms not defined here have the meanings given in the Marshal Terms of Service. This SLA is incorporated by reference into those Terms.

This SLA applies to the Marshal production service (the “Service”) as accessed at app.marshal.to. It does not apply to beta features, preview environments, or the public marketing site.

2. Uptime Commitment

2.1 Monthly Uptime Target

Marshal will use commercially reasonable efforts to maintain Service availability of at least 99.9%in each calendar month (“Uptime Target”). Monthly uptime is calculated as:

(Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100

“Downtime” means any period during which the Service is unavailable or returning errors for more than [EDIT: 50%]of Customer’s requests, as measured by Marshal’s monitoring systems, excluding the exceptions listed in Section 2.2. Scheduled maintenance windows (Section 4) are excluded from Downtime calculations.

2.2 Uptime Exclusions

The Uptime Target does not apply to unavailability caused by:

• Factors outside Marshal’s reasonable control, including internet or public network outages, third-party service failures (e.g., Supabase, Vercel, Anthropic, Stripe), or force majeure events;
• Customer’s acts or omissions, including misconfiguration, exceeding rate limits, or failure to follow Marshal’s documentation;
• Scheduled maintenance announced in advance per Section 4;
• Emergency maintenance required to address security vulnerabilities or prevent data loss, with notice provided as soon as practicable;
• Beta or early-access features explicitly labeled as such in the Service.

3. Incident Classification and Response

Marshal classifies incidents by severity and targets the following initial response and estimated resolution windows. These are targets, not guarantees; complex incidents may require additional time.

Response times are measured from when Marshal receives a properly submitted support request (Section 5) or confirms an internal alert. “Business hours” means [EDIT: 9:00 AM to 6:00 PM Eastern Time, Monday through Friday, excluding U.S. federal holidays]. P1 and P2 incidents are monitored around the clock.

4. Maintenance Windows

4.1 Scheduled Maintenance

Marshal will perform routine maintenance (including infrastructure upgrades, dependency updates, and database migrations) during its standard maintenance window of [EDIT: Sundays 2:00 AM – 4:00 AM Eastern Time]. Marshal will publish scheduled maintenance at least [EDIT: 48 hours] in advance at status.marshal.to and will notify Customer admins by email.

Where feasible, Marshal deploys updates with zero downtime using rolling deployments. Downtime during scheduled windows does not count against the Uptime Target.

4.2 Emergency Maintenance

For critical security patches or imminent data-loss risks, Marshal may perform emergency maintenance with as much advance notice as practicable, which may be less than 48 hours. Marshal will notify Customer as soon as reasonably possible and will post a status update at status.marshal.to.

5. Support

5.1 Support Channels

Customer may submit support requests through:

• Email: support@marshal.to
• In-app chat: available to signed-in users within the Marshal application
• Status page: status.marshal.to for real-time service health

5.2 Support Tiers

All Pro Monthly and Pro Annual plans include standard support (P3/P4 during business hours; P1/P2 around the clock). Enterprise plans include [EDIT: a named customer success manager, dedicated Slack channel, and priority escalation — confirm the exact scope before publishing].

5.3 Customer Responsibilities

To receive SLA protections, Customer agrees to:

• Provide reasonable cooperation and access to information needed to diagnose and resolve incidents;
• Designate at least one administrator contact responsible for communicating with Marshal support;
• Follow Marshal’s reasonable instructions to implement temporary workarounds while a permanent fix is developed.

6. Service Credits

6.1 Credit Schedule

If Marshal fails to meet the Uptime Target in a calendar month, Customer is eligible for a service credit applied to future invoices as follows:

6.2 Credit Request Process

To request a service credit, Customer must submit a written request to support@marshal.to within [EDIT: 30 days] of the end of the affected calendar month. The request must include the dates and times of the claimed Downtime. Marshal will evaluate the request, apply eligible credits within two billing cycles, and provide a written explanation for any denial.

6.3 Credit Limits and Sole Remedy

Service credits are Customer’s sole and exclusive remedy for Marshal’s failure to meet the Uptime Target. Credits are non-transferable, have no cash value, and may not exceed [EDIT: 50%]of the Customer’s monthly fee for the affected month. Credits are forfeit upon termination.

7. Data and Security

Marshal’s security practices, sub-processors, and data processing obligations are described in the Data Processing Addendum and the Trust & Security page. In the event of a data security incident affecting Customer data, Marshal will notify Customer within [EDIT: 72 hours] of becoming aware of the incident, consistent with applicable law.

8. Modifications

Marshal may update this SLA from time to time. Material changes that reduce Customer’s rights will be communicated via email and at status.marshal.to at least [EDIT: 30 days] before taking effect. Continued use of the Service after the effective date of a change constitutes acceptance of the revised SLA.

9. General

This SLA is governed by the same governing law and dispute resolution provisions as the Marshal Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service control except as expressly provided herein.

Questions about this SLA may be directed to support@marshal.to.