Service Level Agreement (SLA)
Last updated: April 2026
1. Purpose and Scope
This Service Level Agreement ("SLA") defines the service commitments that AIQorex provides to subscribers of our Maintenance SaaS plans. It forms part of the contract between AIQorex and the subscribing entity ("Subscriber" or "you") and is incorporated into the AIQorex Terms of Service.
This SLA applies to all active Maintenance SaaS subscriptions. It does not apply to one-time Marketplace purchases, Consulting engagements, or free trials unless explicitly included by written agreement.
2. Service Description
AIQorex's Maintenance SaaS provides the following services, at a level determined by your chosen subscription tier:
- Uptime monitoring of deployed AI products and workflows
- Bug fix support (critical, standard, and enhancement-level)
- Prompt tuning and optimisation of deployed AI behaviour
- API and dependency updates to keep products compatible with evolving third-party services
- Performance monitoring and periodic reporting
- Email, chat, or dedicated channel support (tier-dependent)
- Response and resolution commitments for reported issues
The specific coverage, features, and limits for each tier are set out in the table in Section 4.
3. Definitions
| Term | Definition |
|---|---|
| Incident | A reported issue, bug, error, or service degradation affecting a Product covered under the Subscriber's plan |
| Critical Incident | An Incident that renders a Product completely inoperable, causes data loss, or poses a significant security risk |
| Standard Incident | An Incident that causes a Product to malfunction or produce incorrect output, but does not render it completely inoperable |
| Response Time | The time between the Subscriber's Incident report and AIQorex's first acknowledged response |
| Resolution Time | The time between AIQorex's first response and a permanent fix, workaround, or resolution being deployed |
| Uptime | The percentage of time, measured monthly, that a covered Product is accessible and functional within normal parameters |
| Scheduled Maintenance | Planned downtime communicated to the Subscriber at least 48 hours in advance |
| Force Majeure | Events beyond AIQorex's reasonable control as defined in the Terms of Service |
4. Service Tiers and Commitments
4.1 Starter — €500/month
| Commitment | Detail |
|---|---|
| Covered products | Up to 1 Product |
| Uptime commitment | Commercially reasonable efforts |
| Response time | Within 48 business hours |
| Support channel | Email only |
| Bug fix scope | Critical bugs only |
| Prompt tuning | Basic, one round per quarter |
| API updates | Not included |
| Performance reporting | Not included |
4.2 Professional — €1,200/month
| Commitment | Detail |
|---|---|
| Covered products | Up to 3 Products |
| Uptime commitment | 99.9% per Product per month |
| Response time | Within 24 business hours |
| Support channel | Email + Chat |
| Bug fix scope | Critical + Standard bugs |
| Prompt tuning | Quarterly optimisation cycles |
| API updates | Included (minor version updates) |
| Performance reporting | Monthly summary report |
4.3 Enterprise — €3,000/month
| Commitment | Detail |
|---|---|
| Covered products | Up to 10 Products |
| Uptime commitment | 99.95% per Product per month |
| Response time | Within 4 business hours |
| Support channel | Email + Chat + Slack/Teams |
| Bug fix scope | Critical + Standard + Enhancement requests |
| Prompt tuning | Monthly optimisation cycles |
| API updates | Included (all versions including major) |
| Performance reporting | Monthly detailed report |
| Dedicated account manager | Yes |
| Quarterly strategy review | Included |
4.4 Custom — Pricing agreed individually
| Commitment | Detail |
|---|---|
| Covered products | Unlimited |
| Uptime commitment | Custom SLA (typically 99.9–99.99%) |
| Response time | Within 1 business hour |
| Support channel | All channels + direct developer access |
| Bug fix scope | All priority levels |
| Prompt tuning | As needed, no cap |
| API updates | Full updates including custom integrations |
| Performance reporting | Weekly or custom frequency |
| On-premise deployment support | Included |
| Custom SLA agreements | Available |
5. Uptime Calculation
5.1 Formula
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
5.2 Exclusions from Downtime
The following do not count as Downtime for the purpose of uptime calculation:
- Scheduled Maintenance (as defined above)
- Force Majeure events
- Subscriber-caused downtime (misconfiguration, unauthorised modifications, failure to apply AIQorex-provided updates)
- Third-party service failures outside AIQorex's control (OpenAI API outages, Stripe payment processing failures, internet backbone issues)
- Beta or preview Products explicitly marked as such
- Incidents reported outside Business Hours for Starter-plan Subscribers (where Business Hours are 09:00–17:00 CET on business days)
5.3 Uptime Credit
If AIQorex fails to meet the uptime commitment for a covered Product in any given month, the Subscriber is entitled to a service credit applied to the next invoice as follows:
| Uptime achieved (Professional tier) | Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee for affected Product |
| 95.0% – 98.99% | 25% of monthly fee for affected Product |
| Below 95.0% | 50% of monthly fee for affected Product |
For Enterprise tier: credits are doubled. Uptime credits are the Subscriber's sole and exclusive remedy for uptime failures and do not give rise to a right of refund.
6. Incident Response and Resolution
6.1 Severity Levels
| Severity | Description | Example |
|---|---|---|
| P1 — Critical | Complete service outage, data loss, or security breach | Product completely inaccessible, database corruption |
| P2 — High | Major feature unavailable or degraded significantly | Core automation workflow fails, AI returns harmful output |
| P3 — Medium | Non-critical feature unavailable or degraded | Secondary reporting function fails, occasional incorrect output |
| P4 — Low | Minor issue, cosmetic, or feature request | Typo in output, UI display inconsistency |
6.2 Response and Resolution Targets
| Tier | P1 Response | P1 Resolution | P2 Response | P2 Resolution | P3 Response | P4 Response |
|---|---|---|---|---|---|---|
| Starter | 48h | Best effort | 48h | Best effort | 48h | 5 business days |
| Professional | 24h | 3 business days | 24h | 5 business days | 5 business days | 10 business days |
| Enterprise | 4h | 1 business day | 4h | 2 business days | 3 business days | 7 business days |
| Custom | 1h | Same day | 1h | 1 business day | 2 business days | 5 business days |
"Resolution" means a fix deployed to production or a documented workaround provided. P4 issues are handled as enhancement requests, not incident escalations.
6.3 Incident Reporting
To report an Incident, email [email protected] with:
- The affected Product name and URL (if applicable)
- A clear description of the issue and its impact on your operations
- Steps to reproduce the issue (if known)
- Any error messages, logs, or screenshots
AIQorex will acknowledge receipt within the Response Time commitment for your tier. Response time is measured during Business Hours (09:00–17:00 CET, Monday to Friday, excluding Indian national public holidays).
7. Scheduled Maintenance
7.1 Advance Notice
AIQorex will provide at least 48 hours' advance notice of any Scheduled Maintenance via email to the address associated with the Subscriber's account.
7.2 Emergency Maintenance
If an emergency requires immediate downtime without 48 hours' notice (e.g. a critical security patch), AIQorex will notify Subscribers as soon as reasonably practicable and will endeavour to minimise downtime.
7.3 Maintenance Windows
Scheduled Maintenance will, where possible, be performed during the following windows to minimise impact:
- Tuesday to Thursday: 02:00–04:00 CET
- Weekends (Saturday/Sunday): 04:00–06:00 CET
8. Limitations and Exclusions
8.1 Subscriber Responsibilities
AIQorex's SLA commitments are conditional on the Subscriber:
- Providing timely access to systems, environments, and documentation required for diagnosis and resolution
- Applying AIQorex-provided updates, configuration changes, and security patches within a reasonable period
- Notifying AIQorex of Incidents within 5 business days of discovery
- Not modifying deployed Products without AIQorex's prior written consent
Failure to meet Subscriber responsibilities may result in extended Resolution Times. AIQorex will notify the Subscriber if responsibilities are not being met.
8.2 Out of Scope
The following are not covered by this SLA:
- Issues arising from Subscriber modifications to Products without AIQorex's consent
- Issues arising from failure to implement AIQorex-recommended updates within 30 days
- New feature development or enhancements beyond bug fixes and prompt tuning
- Third-party service outages (API providers, payment processors, hosting providers)
- Beta or preview Products marked as "not covered by SLA"
- Issues caused by Force Majeure events
- Support for Products not listed in the Subscriber's subscription scope
9. SLA Reporting
Professional and Enterprise subscribers receive a monthly SLA report within 10 business days of the end of each calendar month. The report includes:
- Uptime achieved per covered Product
- All Incidents reported and resolved in the period
- Response and Resolution time performance
- Any upcoming Scheduled Maintenance
Custom tier subscribers receive reports as agreed in their custom agreement.
10. Service Credits
10.1 Application
Service credits are applied exclusively to future invoices and do not constitute a cash refund. Credits expire if not used within 12 months of issue. Credits are not transferable and have no surrender value.
10.2 Maximum Credits
The maximum aggregate service credit for any month shall not exceed the monthly subscription fee for the affected tier.
10.3 Claim Process
To claim a service credit, the Subscriber must submit a written request to [email protected] within 30 days of the incident. The request must include the affected Product, the date and duration of the incident, and the measured downtime. AIQorex will verify the claim against its monitoring data and respond within 5 business days.
11. Changes to This SLA
AIQorex may amend this SLA. For active subscriptions, AIQorex will provide at least 30 days' written notice of any material reduction in service commitments. If the Subscriber reasonably believes that a change constitutes a material reduction, they may cancel their subscription within 30 days of the notice without penalty.
12. Contact
For SLA enquiries, Incident reports, or service credit requests: [email protected]