Service Level Agreement

Last modified: November 2026

This Service Level Agreement (“SLA”) describes the support response times that Usertour, Inc. (“Usertour”, “we”, “our”, “us”) provides to customers (“Customer”, “you”) on eligible paid plans.

1. Applicability

This SLA applies to Customers with an active, paid subscription to one of the following plans:

• Usertour Cloud Business;
• Self-hosted Business; and
• Self-hosted Enterprise.

For Usertour Cloud, this SLA supplements our Terms of Service. For self-hosted subscriptions, this SLA forms part of the Commercial Terms under the Self-Hosted Business and Enterprise Subscription Agreement. If an order form or other written agreement signed by both parties sets out different support terms, those terms control.

This SLA does not apply to beta, preview, or experimental features, or to the Hobby, Starter, and Growth plans on Usertour Cloud or the self-hosted Community Edition. Support for those plans and features is provided on a best-effort basis, without a committed response time.

2. Support Efforts

We will use commercially reasonable efforts to respond to and resolve support inquiries. The response times in Section 4 are the times within which you can expect an Initial Response to a support inquiry. They are not a commitment to resolve the inquiry within that time.

This SLA covers support response times only.

3. Definitions

• “Business Day” means Monday through Friday, excluding U.S. federal holidays.
• “Business Hours” means 9:00 AM to 5:00 PM Pacific Time (PT) on a Business Day.
• “Initial Response” means the first reply from a member of the Usertour team that acknowledges the inquiry or provides preliminary assistance. Automated acknowledgments do not count as an Initial Response.

Response times are measured in Business Hours from when we receive an inquiry, and one Business Day of response time equals eight (8) Business Hours. An inquiry received outside Business Hours is treated as received at the start of the next Business Day. For example, if your response time is one Business Day and we receive your inquiry at 3:00 PM PT on a Monday, you will receive an Initial Response by 3:00 PM PT on Tuesday.

4. Service Levels

Self-hosted Enterprise customers may agree to faster response times in an order form.

5. How to Request Support

Send support inquiries by email to support@usertour.io from an email address associated with your Usertour account or subscription. To help us respond quickly, please include:

• your company name and the plan you are on;
• for self-hosted deployments, the Usertour version you are running;
• a description of the issue, the steps to reproduce it, and its impact on your business; and
• any relevant screenshots, error messages, or logs.

Inquiries submitted through other channels, such as GitHub or Discord, are handled on a best-effort basis.

6. Scope of Support

For self-hosted subscriptions, support includes deployment assistance and upgrade guidance by email. Unless agreed otherwise in writing, support does not include:

• direct participation in deploying, operating, or maintaining your infrastructure;
• code changes, custom development, or customization of the software; or
• resolving issues caused by modifications you make to the software, or by servers, databases, networks, or other services that you operate.

To resolve an issue in a self-hosted deployment, we may ask you to upgrade to the latest release.

7. Changes to This SLA

We may update this SLA from time to time by posting a new version on this page and updating the “Last modified” date. Updates will not materially reduce the support level of a paid subscription during its current term, unless agreed in writing.

8. Contact Us

Questions about this SLA can be sent to support@usertour.io.