Legal & Compliance

Service Level Agreement (SLA)

Effective Date: June 2, 2026 | Last Updated: June 2, 2026

On Air Flow LLC – Instrumental Music Streaming Platform

1. Introduction & Scope

This Service Level Agreement ("SLA") sets forth the service levels, performance standards, support commitments, and remedies provided by On Air Flow LLC ("On Air Flow", "we", "us", or "our") to its customers ("Customer", "you", or "your") for the instrumental music streaming platform and related services (the "Service").

This SLA applies to all paid subscription plans (Starter, Business, and Enterprise). It forms part of the Terms of Service and is incorporated by reference.

2. Service Availability & Uptime

On Air Flow commits to the following monthly uptime percentages, measured as the percentage of time the Service is available for streaming and API access during each calendar month:

Uptime is calculated as: (Total Minutes in Month – Unplanned Downtime) / Total Minutes in Month × 100.

3. Performance Standards

Streaming Performance

• Average time to first audio byte: < 3 seconds (99th percentile)
• Sustained streaming bitrate: Minimum 192 kbps (AAC) with adaptive bitrate support
• Playlist load time: < 2 seconds for standard plans, < 1 second for Enterprise

API Performance (Enterprise & Business plans)

• API response time (p95): < 400 ms
• API availability: Same as platform uptime commitment above

4. Support Response Times

We provide different levels of support depending on your subscription plan. Response times are measured from the moment a ticket is submitted through the customer portal or email.

Business hours = Monday to Friday, 9:00 AM – 6:00 PM Mountain Time (UTC-6 / UTC-7)

5. Scheduled Maintenance

We perform routine maintenance during low-traffic windows. Scheduled maintenance does not count toward unplanned downtime.

• Standard maintenance windows: Tuesdays and Thursdays, 2:00 AM – 4:00 AM Mountain Time
• Enterprise customers receive at least 72 hours advance notice for any maintenance that may affect service
• Emergency security patches may be applied with shorter notice when necessary

6. Service Credits & Remedies

If we fail to meet the committed uptime in any calendar month, you may be eligible for service credits as follows:

Service credits are applied automatically to your next invoice or upon request. Credits are the sole and exclusive remedy for failure to meet the uptime commitment. Maximum credit per month is capped at 50% of the monthly subscription fee.

7. Exclusions

The following events are excluded from uptime calculations and SLA commitments:

• Customer-caused issues (incorrect configuration, network problems on customer side, etc.)
• Force majeure events (natural disasters, war, terrorism, government actions, pandemics)
• Third-party service failures (ISP outages, CDN provider issues, payment processor downtime)
• Scheduled maintenance performed within published windows
• Beta or preview features explicitly labeled as such

8. Reporting & Monitoring

Enterprise customers receive monthly uptime and performance reports upon request. Real-time status is available at status.onairflow.store (to be implemented). We maintain logs for a minimum of 90 days for incident investigation.

9. Termination

This SLA terminates automatically upon cancellation or expiration of your subscription. Sections 6 (Service Credits) and 10 (Governing Law) survive termination.

10. Contact & Escalation

Primary Support: support@onairflow.store

Billing & SLA Inquiries: billing@onairflow.store

Legal & Compliance: legal@onairflow.store

Enterprise Escalation: enterprise@onairflow.store (Enterprise plan only)

Business Address:

This Service Level Agreement is subject to change. We will notify Enterprise customers at least 30 days in advance of any material changes. Continued use of the Service after the effective date of any update constitutes acceptance.

Company Address

Primary Support

Billing & SLA Inquiries

Enterprise Escalation

Last updated June 2, 2026 • On Air Flow LLC • Albuquerque, NM, United States