Service level agreement

1. Availability commitment

We target 99.5% availability of the hosted application in each calendar month, measured as successful responses to health checks against the application's public endpoint.

Availability is measured monthly, excludes the events in clause 3, and is calculated over the minutes in the month during which your subscription was active.

2. Planned maintenance

Planned maintenance is announced at least 48 hours in advance and scheduled outside Sunday-to-Thursday working hours in Tehran wherever possible. Announced maintenance does not count as downtime.

Emergency maintenance to address a security issue may be performed with shorter notice; we will tell you as soon as we reasonably can.

3. Exclusions

• Unavailability of a third-party model endpoint, including one you configured yourself.
• Faults in your network, devices or configuration, including a customer-managed reverse proxy or DNS.
• Announced maintenance, and emergency security maintenance.
• Suspension for non-payment or breach of the acceptable use policy.
• Force majeure, including national network interruptions outside our control.
• On-premises deployments, whose availability depends on infrastructure we do not operate.

4. Support severities and response targets

• Severity 1 — the platform is unavailable, or a defect prevents all productive work: first response within 2 working hours, worked continuously during working hours until mitigated.
• Severity 2 — a major feature is unusable and no reasonable workaround exists: first response within 4 working hours.
• Severity 3 — a defect with a workaround, or a degraded experience: first response within 1 working day.
• Severity 4 — a question, a documentation issue or a feature request: first response within 2 working days.
• Working hours are Sunday to Thursday, 9:00 to 18:00 Tehran time, excluding public holidays.

5. Service credits

• Below 99.5% but at or above 99.0% in a month: a credit of 5% of that month's subscription fee.
• Below 99.0% but at or above 98.0%: a credit of 10%.
• Below 98.0%: a credit of 25%.
• Credits are requested in writing within 30 days of the affected month, are applied against future invoices, and are the exclusive remedy for missed availability.

6. Escalation

Enterprise customers have a named contact and a written escalation path, provided at handover. Where a Severity 1 issue is not progressing, escalation reaches an engineer with production access — not a queue.

7. On-premises deployments

For on-premises customers, availability is yours: you operate the infrastructure. What we commit to is the support response targets in clause 4, release notes with migration detail, and assistance during an incident that turns out to be a defect in the software.