Service Level Agreement
Last Updated: May 12, 2026
1. Introduction
This Service Level Agreement ("SLA") describes the service level commitments that Cannomic ("the Company," "we," "us," or "our") provides to subscribers of SpecimenOS ("the Service"). This SLA applies to the production environment of the Service and forms part of your subscription agreement with Cannomic.
Capitalized terms not defined herein have the meanings set forth in the SpecimenOS Terms of Service.
2. Uptime Commitment
Cannomic commits to a 99.9% monthly uptime target for customers on Lab and Institution plans. Monthly uptime is calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that calendar month.
"Downtime" means a period during which the Service is materially unavailable or inoperable for the Customer, as verified by our monitoring systems. Partial degradation that does not prevent core functionality does not constitute Downtime.
Customers on the Hobbyist plan receive commercially reasonable efforts to maintain availability. No SLA guarantee or service credits apply to the Hobbyist plan.
3. Scheduled Maintenance
Cannomic may perform scheduled maintenance to update, patch, or improve the Service. We will provide at least 48 hours' advance notice of planned maintenance via email to workspace administrators.
Scheduled maintenance windows are excluded from uptime calculations. We target off-peak hours (typically weekdays between 2:00 AM and 6:00 AM Eastern Time) for maintenance to minimize disruption.
4. Service Credits
If the monthly uptime for Lab or Institution plan customers falls below 99.9%, you may be eligible for service credits according to the following schedule:
- Below 99.9% but above 99.5% — 10% credit of that month's subscription fee
- Below 99.5% but above 99.0% — 25% credit of that month's subscription fee
- Below 99.0% — 50% credit of that month's subscription fee
Service credits are applied to the next billing cycle and are non-transferable. The maximum credit for any single month is 50% of the monthly subscription fee.
To receive service credits, you must submit a request to support@specimenos.com within 30 days of the month in which the Downtime occurred. Requests must include the dates and times of the Downtime experienced.
5. Exclusions
The uptime commitment does not apply to unavailability caused by the following:
- Scheduled maintenance (as described in Section 3)
- Force majeure events, including natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Cannomic's reasonable control
- Issues arising from the Customer's own network, equipment, software, or internet connectivity
- Outages or degradation of third-party services upon which SpecimenOS depends, including but not limited to Stripe, Supabase, Vercel, and Resend
- Actions taken by the Customer or its authorized users that cause disruption to the Service, including misuse, excessive API calls, or violations of the Terms of Service
6. Support Response Times
Cannomic provides the following target response times based on your subscription plan:
- Hobbyist — Email support with initial response within 48 hours during business days
- Lab — Email support with initial response within 24 hours during business days
- Institution — Email support with initial response within 4 hours during business days, plus a dedicated account manager
Response times are measured from the time a support request is received during business hours (Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding U.S. federal holidays).
7. Remedies
Service credits described in this SLA are the Customer's sole and exclusive remedy for any failure by Cannomic to meet the uptime commitment. This SLA does not create any entitlement to refunds beyond the service credit mechanism described herein, nor does it create any additional liability for Cannomic.
8. Contact
For SLA-related inquiries, service credit requests, or support escalations, please contact us at support@specimenos.com.