This Service Level Agreement ("SLA") sets out the availability target, support response times, and service credits that Syntropy AI Global Inc. provides to subscribed customers.
1. Monthly Uptime Target (99.9%)
Syntropy AI Global Inc. targets a Monthly Uptime Percentage of at least 99.9% for its production cloud APIs and web dashboards in each calendar month.
2. Incident Severity Levels & Support Response Times
Support requests submitted in the application or emailed to support@syntropyaiglobal.com are handled according to the following severity levels:
| Severity | Definition | Target response (standard plans) | Target response (Enterprise plans) |
|---|---|---|---|
| Severity 1 (Critical) | Cloud service unavailable across multiple stores, or data sync halted, with no workaround. | Within 2 hours | Within 1 hour, 24x7 |
| Severity 2 (High) | A major feature degraded, or a single-store reconciliation issue, with no immediate workaround. | Within 6 business hours | Within 4 business hours |
| Severity 3 (Normal) | A minor issue, reporting question, or configuration help, with a workaround available. | Within 1 business day | Within 1 business day |
| Severity 4 (Low) | A documentation question, cosmetic issue, or feature request. | Within 2 business days | Within 2 business days |
3. Service Credits
If the Monthly Uptime Percentage for a covered service falls below 99.9% in a billing month, Customer may request a Service Credit against future subscription fees as follows:
| Monthly Uptime Percentage | Service Credit (% of monthly fee for the affected service) |
|---|---|
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
4. Scheduled Maintenance & Exclusions
Downtime does not include unavailability caused by: (a) scheduled maintenance announced at least 48 hours in advance and performed outside peak retail hours; (b) force majeure events; (c) failures of Customer's internet service, power, or hardware; or (d) outages of third-party platforms outside our control. To request a Service Credit, email support@syntropyaiglobal.com within 30 days of the end of the affected month. Service Credits are the sole remedy for failing to meet this SLA.
Questions about this service level agreement (sla)? Contact us at get@syntropyaiglobal.com.