Service Levels

Effective Date: July 25, 2026
Last Updated: July 25, 2026

This Service Level Agreement ("SLA") sets out our availability commitment and the remedies available if we fail to meet it.

This SLA applies only to enterprise customers with a signed agreement that references it. It does not apply to free plans, trials, self-serve subscriptions, or features labelled beta, preview, or experimental. We make no uptime commitment for those, as stated in our Terms of Service.

1. Uptime Commitment

We commit to a Monthly Uptime Percentage of 99.9% for the covered Services.

99.9% over a 30-day month allows approximately 43 minutes of unavailability.

Covered Services are the web application and the API. Not covered are beta features, third-party model availability, and functionality dependent on a system you operate.

2. How Availability Is Measured

Monthly Uptime Percentage is calculated per calendar month as:

(Total minutes in month − Unavailable minutes) ÷ Total minutes in month × 100

A service is Unavailable during a period in which all requests to it fail, or requests return server errors for more than five consecutive minutes, as recorded by our monitoring.

Isolated errors, errors caused by requests that are malformed or exceed rate limits, and degraded performance that does not amount to failure are not counted as unavailability.

3. Exclusions

The following do not count towards Unavailable minutes:

Scheduled maintenance announced in accordance with Section 6
Emergency maintenance under Section 7
Factors outside our reasonable control, including internet or network failures beyond our infrastructure, and force majeure events as defined in our Terms
Failure of a third-party model provider, addressed separately in Section 8
Your equipment, software, network, or configuration
Suspension of your account under our Terms or Acceptable Use Policy
Use of the Services in a manner inconsistent with the documentation
Exceeding your plan's rate limits or quotas
Beta, preview, or experimental features

4. Service Credits

Where we fail to meet the commitment in a calendar month, you may claim a credit against the monthly fee for the affected Services:

| Monthly Uptime Percentage | Service credit | | --- | --- | | Below 99.9% but at or above 99.0% | 10% | | Below 99.0% but at or above 95.0% | 25% | | Below 95.0% | 50% |

Service credits are applied against future invoices, are not exchangeable for cash, and are capped in aggregate at the fees paid for the affected Services in the month concerned.

Service credits are your sole and exclusive remedy for any failure to meet this SLA. Where unavailability is sustained and material, your termination rights under the agreement remain available.

5. Claiming a Credit

To claim, email billing@inferon.ai within 30 days of the end of the month in which the failure occurred.

Include your organization name, the dates and times of the unavailability, the affected Services, and any logs or error responses demonstrating the failure.

We will respond within 30 days with our determination, based on our monitoring records. Claims submitted after the 30-day window are not eligible.

6. Scheduled Maintenance

We aim to perform maintenance without downtime. Where downtime is required, we will:

Give at least 72 hours' notice by email to administrators and through our status communications
Schedule it within a low-traffic window wherever possible
Limit scheduled maintenance downtime to 4 hours per calendar month
Tell you when it is complete

Scheduled maintenance announced in accordance with this section is excluded from availability calculations.

7. Emergency Maintenance

We may perform emergency maintenance without advance notice where necessary to address a security vulnerability, prevent data loss, or respond to a critical failure.

We will notify you as soon as practicable, and afterwards explain what happened and why the work could not wait.

8. Model Provider Dependencies

Many generation capabilities depend on third-party model providers, whose availability we do not control.

This SLA covers our own platform: the ability to authenticate, access the application and API, manage assets, and submit generation requests. It does not guarantee the availability of any specific model.

Where a provider outage prevents generation, we will attempt to route to an alternative model where a suitable one exists, restore credits consumed by failed generations, and report the disruption. Provider outages are excluded from the uptime calculation, but material provider disruption is communicated as described in Status & Incident Communication.

Model availability and deprecation are covered by our Model Usage Policy.

9. Support Response Targets

Enterprise support targets, measured in business hours from receipt:

| Severity | Description | First response | | --- | --- | --- | | Critical | Service unavailable, or a security incident affecting your data | 2 hours | | High | Major feature unusable with no workaround | 1 business day | | Normal | Feature impaired, or a workaround exists | 2 business days | | Low | Questions, guidance, feature requests | 5 business days |

These are targets for a first substantive response, not for resolution. Your agreement may specify different targets, in which case those apply.

Support requests go to support@inferon.ai, or through the channel named in your agreement.

10. Incident Communication

During an incident affecting the Services, we publish updates as described in Status & Incident Communication.

For incidents with material customer impact, we provide a post-incident summary covering what happened, the impact, the root cause, and what we are changing.

11. Changes

We may update this SLA. Where a change reduces a commitment, it takes effect for an existing enterprise customer at their next renewal rather than immediately.

Questions about this SLA: legal@inferon.ai.