SLO Agreement

1. Service Level Objectives

Core Service Availability

QuantNexus AI commits to the following monthly uptime targets:

Service ComponentGuaranteed UptimeAI API Services≥ 99.5%Model Endpoints≥ 99.5%Integration Hub≥ 99.5%

Performance Metrics

Response Time: ≤ 500ms (95th percentile)
API Availability: ≥ 99.5%
System Reliability: ≥ 99.9%

2. Service Credits

Credit Structure

98% - 99.49% (Monthly Uptime) 10% of monthly fee (Service Credit)95% - 97.99% (Monthly Uptime) 20% of monthly fee (Service Credit) < 94.99% (Monthly Uptime) 30% of monthly fee (Service Credit)

Credit Terms

Applied to next billing cycle
Must be claimed within 30 days
Non-transferable and non-refundable
Maximum credit: 30% of monthly fee

3. Exclusions

Service Level Objectives do not apply to:

Beta/Alpha features
Scheduled maintenance
Customer-caused issues
Force majeure events
Third-party failures
Network issues outside our control

4. Claim Process

To receive service credits:

Submit claim within 30 days
Provide incident details
Include affected services
Document downtime period
Supply relevant logs

5. Monitoring & Reporting

System Monitoring

24/7 service monitoring
Real-time status updates
Performance analytics
Incident tracking
Usage metrics

Monthly Reports

Uptime statistics
Performance data
Incident summaries
System health
Usage patterns

6. Support Response Times

Priority Levels

TargetCritical (Severity) ≤ 30 minutes (Response) ≤ 4 hours (TimeResolution) High (Severity) ≤ 2 hours (Response) ≤ 8 hours (TimeResolution) Medium (Severity) ≤ 4 hours (Response) ≤ 24 hours (TimeResolution) Low (Severity) ≤ 8 hours (Response) ≤ 72 hours (TimeResolution)

7. Maintenance Windows

Scheduled Maintenance

Advance notice: 7 days
Window: 10 PM - 2 AM EST
Maximum duration: 4 hours
Frequency: Monthly

Emergency Maintenance

Immediate notice
Critical updates only
Security patches
System stability

8. Service Modifications

DevinAI reserves the right to:

Modify service levels
Update terms
Enhance features
Improve performance
Adjust metrics

[Additional sections on Technical Support, Escalation Procedures, and Compliance Requirements available upon request]

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