Service Level Agreement

Uptime Commitments

We operate a globally distributed platform with automated failover. Uptime is measured monthly and excludes scheduled maintenance announced 72 hours in advance.

Support Response Times

Response time is measured from when a ticket is submitted through the support form or emailed to support@aiinsights365.net.

Incident Severity Levels

• Sev-1 (Critical) — Platform unavailable or core feature broken for all users of your organization.
• Sev-2 (High) — Major feature degraded; workaround may be available.
• Sev-3 (Normal) — Minor issue or question that does not block work.
• Sev-4 (Low) — Cosmetic issue, feature request, or documentation question.

Maintenance & Change Policy

Planned maintenance is announced at least 72 hours in advance via email to Organization Admins and an in-app banner. Emergency maintenance required to preserve platform stability or security may be performed immediately, with post-incident notification.

Service Credits

If monthly uptime falls below 99.9% for a calendar month, the customer is eligible for service credits applied to the following invoice, as follows:

• Uptime 99.0% – 99.9%: 10% credit of that month's subscription
• Uptime 95.0% – 99.0%: 25% credit
• Uptime below 95.0%: 50% credit

Credits must be requested within 30 days of the end of the affected month by emailing support@aiinsights365.net with your organization name and the affected dates.