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Legal
Service Level Agreement (SLA)
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This Service Level Agreement ("SLA") establishes Enclavia's commitments regarding the availability, performance, and support of our AI Orchestration Platform for enterprise customers.
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1. Uptime Commitment
Enclavia guarantees a monthly uptime percentage of at least 99.9% for our core AI API and Orchestration Platform. Downtime is calculated based on server-side error rates across our global infrastructure, excluding scheduled maintenance windows.
2. Support Response Times
Enterprise customers receive priority support access. Our targeted initial response times are based on the severity of the incident:
- Severity 1 (Critical Business Impact): < 1 hour (24/7 coverage)
- Severity 2 (High Impact): < 4 hours (Business hours)
- Severity 3 (Low Impact/General Question): < 24 hours (Business hours)
3. Service Credits
If we fail to meet our Uptime Commitment in any given billing month, eligible customers may request Service Credits equivalent to a percentage of their monthly fee, up to 30%, depending on the duration of the downtime.
4. SLA Exclusions
The SLA does not apply to any performance or availability issues resulting from:
- Factors outside of our reasonable control (e.g., natural disasters, widespread internet outages).
- Your equipment, software, or third-party connections.
- Beta, experimental, or free-tier services.
- Scheduled maintenance (with at least 48 hours advanced notice).