Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) outlines the uptime, support, and service responsibilities of InnoSynth-Forjinn (“Provider”) for hosted, SaaS, or managed deployments. This document forms part of your contract for use of the platform.

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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: <24h for normal, <4h for 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. 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.

6. 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.

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7. 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.

8. Updates to SLA

• Provider may update SLA with 30 days notice.
• Material changes communicated via email/website.

9. Contact & Escalation

• support or escalation: support@forjinn-platform.example
• Urgent/P1 emergency: use designated premium/tier-1 escalation channel

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This SLA is intended to provide confidence and remedy structure. For custom enterprise agreements, contact sales/support for negotiated SLAs.