Legal
Service Level Agreement
Effective date: March 22, 2026
1. Overview
This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and service credits available to AI Vitals customers. It applies to subscriptions on the Team, Business, and Enterprise plans. Free and Pro individual subscribers are not covered by this SLA.
2. Uptime Commitments
| Plan | Monthly Uptime Target | Max Monthly Downtime |
|---|---|---|
| Team | 99.5% | ~3.6 hours |
| Business | 99.9% | ~43 minutes |
| Enterprise | 99.9% | ~43 minutes |
"Uptime" is measured as the percentage of minutes in a calendar month during which the AI Vitals application is accessible and returning valid responses, excluding scheduled maintenance windows.
3. Scheduled Maintenance
AI Vitals performs scheduled maintenance on Sundays between 02:00–04:00 UTC. We will provide at least 48 hours advance notice via the status page for planned windows exceeding 30 minutes. Emergency patches may be deployed with shorter notice; we will post updates to the status page in real time.
4. Support Response Times
| Priority | Definition | Team | Business | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Platform inaccessible or data loss risk | 4 hours | 2 hours | 1 hour |
| P2 — High | Major feature broken, no workaround | 8 hours | 4 hours | 2 hours |
| P3 — Normal | Minor feature issue or question | 3 business days | 1 business day | 1 business day |
Response times are measured from ticket receipt during business hours (09:00–18:00 ET, Mon–Fri, excluding US federal holidays). Enterprise customers receive 24/7 P1 coverage.
5. Service Credits
If AI Vitals fails to meet the uptime commitment in any calendar month, eligible customers may request a service credit applied to their next billing period:
| Monthly Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% – below SLA target | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Credits must be requested within 30 days of the end of the affected calendar month. Credits are the sole remedy for SLA breaches and cannot be exchanged for cash. Maximum credit in any month is 50% of that month's fee.
6. Exclusions
SLA commitments do not apply to downtime caused by:
- Scheduled maintenance windows
- Third-party service failures outside AI Vitals' control (Anthropic API, Supabase, Stripe, Vercel)
- Customer actions that cause the outage (e.g., exceeding rate limits, misconfigured SSO)
- Force majeure events (natural disasters, government actions, etc.)
- Beta or preview features explicitly labeled as such
7. How to Claim a Credit
Submit a credit request to support@aivitals.io with the subject line "SLA Credit Request — [Month Year]" within 30 days of the incident. Include the dates/times of the outage and your account email. We will review and respond within 10 business days.
8. Changes to This SLA
AI Vitals may update this SLA with 30 days' notice for material changes. We will notify affected customers via email and the in-app notification centre. Continued use of the platform after the effective date constitutes acceptance.