Service Level Agreement
This Service Level Agreement ("SLA") applies to paid subscriptions to DevAI Suite unless otherwise agreed in writing.
1. Availability Commitment
For paid plans, DevAI will use commercially reasonable efforts to make the production Service available with a Monthly Uptime Percentage of 99.5% during each calendar month.
2. Definitions
Monthly Uptime Percentage means:
Downtime means minutes during which the production Service is unavailable to the customer, excluding SLA exclusions below.
3. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance announced in advance where reasonably practicable;
- emergency maintenance;
- internet or network issues outside DevAI's reasonable control;
- customer hardware, software, integrations, or configuration issues;
- third-party provider outages outside the specific scope of this SLA;
- suspension due to violation of the Terms or AUP;
- force majeure events.
4. Support Severity Levels
Severity 1 - Critical
Production Service unavailable or materially unusable for core functions.
Severity 2 - High
Major functionality is impaired, but partial workaround exists.
Severity 3 - Medium
Non-critical functionality issue with limited operational impact.
Severity 4 - Low
General questions, cosmetic issues, enhancement requests.
5. Initial Response Targets
For paid plans, DevAI targets the following initial response times:
| Severity | Target Initial Response |
|---|---|
| Severity 1 | 8 business hours |
| Severity 2 | 1 business day |
| Severity 3 | 2 business days |
| Severity 4 | 5 business days |
6. Service Credits
If DevAI fails to meet the Monthly Uptime Percentage commitment, Customer may request service credits as follows:
| Monthly Uptime Percentage | Credit |
|---|---|
| < 99.5% and >= 99.0% | 5% of monthly fee |
| < 99.0% and >= 95.0% | 10% of monthly fee |
| < 95.0% | 25% of monthly fee |
7. Credit Claim Process
To request a service credit, Customer must email info@devaisuite.com within 30 days after the month in which the SLA failure occurred, including:
- account name;
- dates and approximate times of impact;
- description of the incident;
- reasonable supporting information.
8. Sole Remedy
Service credits under this SLA are Customer's sole and exclusive remedy for covered availability failures under this SLA.
9. Changes
DevAI may update this SLA from time to time. Any material adverse changes will not apply retroactively to an active prepaid term unless required by law or agreed otherwise.