Legal
Service Level Agreement (SLA)
This Service Level Agreement ("SLA") outlines the uptime, support, and service responsibilities of Forjinn ("Provider") for hosted, SaaS, or managed deployments. This document forms part of your contract for use of the platform.
1. Uptime Commitment
- Provider will maintain 99.5% or higher platform uptime per calendar month, excluding scheduled maintenance.
- Uptime = (Total time - Scheduled maintenance - Downtime) / (Total time - Scheduled maintenance)
- Scheduled maintenance will be notified 24 hours in advance and typically performed during low-traffic hours.
2. Support Coverage
- Standard Support:
- Available via email or ticket 8am–8pm UTC, Monday–Friday, excluding public holidays.
- Initial response target:
<24hfor normal,<4hfor critical cases.
- Premium Support (if purchased):
- 24/7 ticket monitoring and phone hotline.
- Direct Slack/Teams/ChatOps channel (if arranged).
- Dedicated success engineer for enterprise customers.
3. Incident Response & Remediation
- Provider will notify affected customers within 1 hour of discovering P0/P1 platform outages or data breaches.
- Updates provided every 2 hours until incident is resolved.
- Root cause analysis delivered within 7 days of critical incidents.
4. Data Security and Backup
- All user data is encrypted at rest and in transit.
- Daily backups are performed; backup retention for at least 14 days.
- Disaster recovery tested quarterly.
5. Feature Coverage
This SLA applies to all core platform features including:
- Chat Builder and Visual Canvas interfaces
- Agent frameworks (Google ADK, CrewAI, AutoGen, LangChain)
- API Gateway endpoints
- Trigger system (webhooks, schedules, events)
- Workspace management and collaboration features
6. Exclusions
- SLA does not cover outages/failures due to force majeure (natural disasters, regional Internet interruptions).
- Customer or third-party modifications to platform, or improper use, invalidates SLA for affected period.
- API/LLM third-party failures (OpenAI, Google, Azure outages) are outside direct SLA scope but will be promptly communicated.
- Experimental features may be excluded from SLA coverage until marked as stable.
7. Remedies
If monthly uptime <99.5%:
- Credit: 5% of monthly fee for each full % below the SLA, up to 30% maximum in a month, applicable against the next invoice.
- To claim credit, Customer must notify Provider in writing within 30 days of incident report.
8. Customer Responsibilities
- Admin(s) must promptly notify Provider of any detected problems, outages, or security concerns.
- Configuration, upgrades, and user management outside support scope unless otherwise negotiated.
9. Updates to SLA
- Provider may update SLA with 30 days notice.
- Material changes communicated via email/website.
10. Contact & Escalation
- Support or escalation: support@forjinn.com
- Urgent/P1 emergency: use designated premium/tier-1 escalation channel
- Phone support: +91 82487 00443 (Premium customers only)
This SLA is intended to provide confidence and remedy structure. For custom enterprise agreements, contact sales/support for negotiated SLAs.