Effective Date: March 1, 2026 — Last Updated: March 2, 2026
This Service Level Agreement (“SLA”) is a policy governing the use of Fortress Finance services and is incorporated into the Terms of Service between Fortress Finance Ltd. (“Fortress”) and users of the Fortress Finance platform. In the event of a conflict between the terms of this SLA and the Terms of Service, the terms of this SLA apply, but only to the extent of any inconsistency.
This SLA applies to signed B2B agreements only (Fund Lab, Capital Desk, and Enterprise plans under an executed order form). Self-serve consumer plans (Watch, Trader) are provided on a best-effort basis and are not covered by uptime commitments or service credits.
Fortress Finance commits to the following availability levels, measured per calendar month, for each subscription tier:
| Tier | Monthly Price | Uptime SLA | Support Response | Data Refresh |
|---|---|---|---|---|
| Watch | Free | Best effort | Community only | On-demand check |
| Trader | $19.99 | Best effort | 48hr email | Real-time alerts |
| Fund Lab | ~$1,500 | 99.9% | 12hr email, priority | Real-time |
| Capital Desk | ~$6,500 | 99.99% | 1hr, dedicated AM | Real-time + custom |
| Enterprise | $17k+ | 99.99% | 1hr, 24/7 phone + Slack | Real-time + custom |
The percentage of time that core API endpoints and the Fortress Finance dashboard are available and responsive within a calendar month, calculated as: ((Total Minutes − Downtime Minutes) / Total Minutes) × 100.
Any period during which the Fortress Finance platform is unavailable or produces error responses for greater than 5% of requests over a 5-minute window. Downtime does not include scheduled maintenance windows or excluded events listed in Section 5.
The full calendar month (00:00 UTC on day 1 through 23:59 UTC on the last day).
Pre-announced maintenance windows: Sundays 02:00–06:00 UTC. These windows are excluded from SLA calculations. Fortress will provide at least 48 hours advance notice via email and the status page for maintenance expected to exceed 30 minutes.
If Fortress fails to meet the uptime SLA commitment for your tier in any calendar month, you are eligible to request service credits as follows:
| Actual Monthly Uptime | Credit Applied to Next Invoice |
|---|---|
| < 99.99% but ≥ 99.9% | 10% |
| < 99.9% but ≥ 99.0% | 25% |
| < 99.0% | 50% |
Credits must be requested within 30 days of the end of the affected month by emailing elijahhenry11@gmail.com (Fortress Finance support) with subject line “SLA Credit Request”. Credits are applied as a percentage of that month's subscription fee and cannot be redeemed for cash. Credits do not accrue and may not be carried forward.
The following events are excluded from SLA calculations and are not eligible for service credits:
Contact: elijahhenry11@gmail.com (Fortress Finance support)
Available for all paid tiers. Response time per your plan SLA above.
Dedicated Slack channel provisioned for Capital Desk and Enterprise customers within 48 hours of contract execution.
Enterprise customers receive a dedicated channel with guaranteed 1hr response, 24/7.
24/7 phone support available for Enterprise tier only. Dedicated phone line provided upon contract execution.
Real-time system status and incident history: /status
Subscribe to incident notifications by email or webhook.
Detection: Fortress monitors all production systems 24/7 via automated health checks at 1-minute intervals.
Classification: Incidents are classified as P1 (full outage), P2 (degraded performance >20% of users), or P3 (minor impact <20% of users).
Communication: P1 and P2 incidents are posted to the status page within 15 minutes of detection. Institutional and Enterprise customers receive direct notification.
Post-mortem: Institutional and Enterprise customers receive a written root cause analysis within 5 business days for any P1 incident.
To submit an SLA credit request, report a support issue, or raise a legal inquiry regarding this SLA — Contact: elijahhenry11@gmail.com (Fortress Finance support).