generated: '2026-08-13'
method: searched
source: https://www.xfactor.io/service-levels-support-services/
note: Xfactor.io publishes a real, dated SLA and support policy as a contract document. It publishes no status page,
  no API versioning policy, no deprecation or sunset policy, and no changelog. The SLA covers the Subscription Service
  as a whole, not the API surface specifically.
sla:
  published: true
  url: https://www.xfactor.io/service-levels-support-services/
  publication_date: '2024-06-01'
  availability_target: 99% of the time, 7 days a week, 24 hours per day, calculated over a calendar month, excluding
    Scheduled Downtime or Outages
  claim_threshold: Service Availability below 98% in a calendar month, customer-reported
  service_credits:
  - availability: 98.01% to 100%
    credit: 0%
  - availability: 90.01% to 98%
    credit: 25% of monthly fees
  - availability: 80% to 90%
    credit: 35% of monthly fees
  - availability: 0% to 79.9%
    credit: 50% of monthly fees
  termination_right: Customer may terminate if the availability target is missed in 2 of any 3 consecutive months,
    with a pro-rata refund of prepaid fees
  scheduled_maintenance: Typically weekends (Friday midnight to Sunday midnight) and outside normal business hours;
    posted on the support portal
support:
  hours: 8:00 AM ET to 6:00 PM ET on weekdays, excluding US holidays
  channels:
  - support@xfactor.io
  - https://www.xfactor.io/contact-us/
  severities:
  - priority: Priority 1
    type: Major Impact
    response: 4 business hours
  - priority: Priority 2
    type: Minor Impact
    response: 2 business days
  - priority: Priority 3
    type: Service Inquiries
    response: 2 business days
status_page:
  published: false
  evidence: status.xfactor.io does not resolve (NXDOMAIN); no status, trust or uptime link appears anywhere in the
    24-page site sitemap. Scheduled maintenance is posted inside the customer support portal, which is not publicly
    reachable.
versioning:
  policy_published: false
  observed: URI path versioning (/v1/, /v2/, /api/v1/), inconsistent across services
  see: conventions/decisionlink-conventions.yml
deprecation:
  policy_published: false
  sunset_header: false
  deprecation_header: false
  rfc8594: false
  deprecated_operations: 0
  evidence: 'No operation in any of the four service specs carries deprecated: true, and no Sunset or Deprecation
    response header is declared. The Subscription and Services Agreement reserves the right to modify the Services
    with notice, but names no API-specific deprecation window.'
changelog:
  published: false
  evidence: No /changelog, /releases or /whats-new page exists in the site sitemap, and none of the four specs carries
    release notes. info.version is 0.1.0 on three services and 1.0 on Value Chat.
evidence:
- url: https://www.xfactor.io/service-levels-support-services/
  status: 200
- url: https://www.xfactor.io/subscription-and-services-agreement/
  status: 200
- url: https://status.xfactor.io/
  status: NXDOMAIN
- url: https://www.xfactor.io/page-sitemap.xml
  status: 200