Service Level Agreement

This Service Level Agreement ("SLA") describes Milli's reliability commitment for paid subscribers and is part of our Terms of Service.

1. Reliability Commitment

Milli is built for reliability. Milli works to keep the core Milli service continuously available, meaning the ability to sign in and access your dashboard, Milli Tax Vault, mileage logs, expenses, and reports in the Milli app.

Monthly Downtime is the total number of Downtime minutes in a calendar month, excluding scheduled maintenance and the exclusions below. Downtime means a period of five or more consecutive minutes during which the core service is unavailable to substantially all users, as measured by Milli's monitoring.

2. Scheduled Maintenance

Scheduled maintenance is performed, when needed, during the window of Sunday 2:00 AM to 5:00 AM ET, with at least 48 hours' notice in the app. Emergency maintenance to address security issues may be performed at any time with as much notice as practicable.

3. Incident Response Tiers

Priority	Definition	Initial response	Update frequency
P1, Critical	Core service unavailable for all or most users, or a confirmed security incident	Within 15 minutes, 24/7	Every 30 minutes until resolved
P2, High	A major feature (such as account syncing or mileage tracking) is degraded or unavailable for many users	Within 1 hour, 24/7	Every 2 hours
P3, Normal	Minor issue affecting a limited number of users, with a workaround available	Within 1 business day	As progress is made

4. Communication During Outages

During P1 and P2 incidents, Milli will post updates in the Milli app, on drivemilli.com, and through Milli's official social channels, and will email affected users for incidents lasting more than one hour. A post-incident summary will be published for P1 incidents within 5 business days.

5. Service Credits

If Monthly Downtime exceeds 45 minutes in a calendar month, paid subscribers are eligible for a credit toward a future billing period:

Monthly Downtime	Credit (percentage of that month's subscription fee)
More than 45 minutes, up to 7 hours	10%
More than 7 hours, up to 36 hours	25%
More than 36 hours	50%

To receive a credit, email support@drivemilli.com within 30 days after the end of the affected month. Credits are applied to future billing or provided as extended service days where your subscription is billed by Apple or Google. Credits do not exceed 50% of the monthly fee, have no cash value, and are your sole remedy for availability failures.

6. Exclusions

This SLA does not apply to unavailability caused by: force majeure events (including natural disasters, war, terrorism, labor actions, pandemics, government action, and widespread internet failures); outages of third-party services outside Milli's control, including Plaid, financial institutions, gig platforms, Apple, Google, card networks, and partner banks; scheduled or emergency maintenance noticed as described above; your device, network, or app version; suspension under our terms; Beta or preview features; and free trials.