Legal

DARTASTIC SERVICE LEVEL AGREEMENT

Effective: 20 May 2026

Provider: Dartastic.io.

This Service Level Agreement ("SLA") describes the support commitments that apply to your paid Dartastic subscription. It supplements the Terms of Service and, for Hosted, the Hosted Services Agreement. The exclusive remedy for a missed commitment is the service credit in Section 5.

  1. SUPPORT PLANS AND HOURS

Support plans, named-contact counts, incident allowances, response-time targets, and support hours are those stated in your support plan and at https://dartastic.io/pricing. The pricing page and your Order are the source of truth; specific numbers are not restated here so that they cannot drift. Community/free use is best-effort only and carries no SLA.

  1. FIRST RESPONSE vs. RESOLUTION
  • First Response means a human acknowledgement with a ticket ID and an estimated next step. It is not a resolution.
  • Resolution Goal is a commercially reasonable effort to address the issue. We do not promise a fix by any deadline — only the First Response target stated in your plan.
  1. CUSTOMER OBLIGATIONS

To receive support, you must: provide a reproducible case with logs and environment details; designate named contacts; run a supported version of the software (generally the current or immediately prior minor version, N−1 or newer); and cooperate with reasonable diagnostic requests.

  1. EXCLUSIONS

The SLA does not apply to: forks or modifications you make and do not ship from us; bugs in upstream or third-party dependencies; issues caused by customer-modified code or configuration; on-premises or customer-controlled infrastructure failures; free/community use; or factors beyond our reasonable control.

  1. SERVICE CREDITS (EXCLUSIVE REMEDY)

If we miss the First Response target for a qualifying severity-1 incident under a paid support plan, your sole and exclusive remedy is a service credit of five percent (5%) of the applicable monthly fee per missed severity-1 First Response, capped at one hundred percent (100%) of that month's fee. Service credits are not refunds, are not payable in cash, and must be requested in writing within thirty (30) days of the missed target.

  1. INCIDENT SCOPE; OVERAGE

Each incident includes the engineer-hours stated in your plan. Work beyond the included hours, and work outside SLA scope, is billable at the consulting rate stated in your plan or Order.

Dartastic.io is operated by Mindful Software, LLC, a Wyoming limited liability company — 30 N Gould St, Ste R, Sheridan, WY 82801.

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