Service Level
Agreement.

This SLA covers the availability of the following core functions:

• Authentication — login and session management.
• CAD file upload & download.
• 3D/2D viewer for supported formats.
• Workspace — access, member invitations, and file management.
• E-Learning — course access, assignment submission, and notifications.

Downtime is the inability of users to access core platform functions lasting more than 5 minutes consecutively, confirmed server-side. The following are not counted as downtime:

• Scheduled maintenance announced at least 24 hours in advance.
• Disruptions affecting only a small subset of users (< 5%).
• Performance slowdowns without functional unavailability.
• Connection issues on the user's side (local ISP).

Measured from report received via difta@synccad.com or /status.

SLA does not apply to disruptions caused by:

• Force majeure: natural disasters, fire, flooding, or events beyond our control.
• Government policies or legal decisions affecting operations.
• DDoS attacks, brute force, or large-scale malicious activity from third parties.
• Upstream infrastructure disruptions: ISP, Cloudflare, DNS registry, or CDN.
• Actions taken by users themselves: file deletion, workspace misconfiguration.
• Bugs in the user's own software or browser.

If monthly uptime falls below 99% for paid users (not due to the exclusions above), SyncCAD will provide a voucher validity extension proportional to the downtime duration. Claims must be submitted within 14 days after month end via difta@synccad.com with evidence of the disruption.

Real-time status and incident history are available at synccad.com/status. Critical incident notifications are sent to Pro and Team user emails. Emergency incidents: difta@synccad.com.

SyncCAD may update this SLA with at least 30 days' notice via email to active paid users. Changes that improve service commitments may take effect immediately.