Service Level Agreement
Last updated: January 1, 2025
01.Uptime Commitment
Starter
99.5%
Max ~3.6 hrs downtime/mo
Pro
99.9%
Max ~43 min downtime/mo
Enterprise
99.99%
Max ~4.3 min downtime/mo
Uptime is measured monthly as the percentage of minutes the SovereignML platform API and dashboard are available and responding to requests. Scheduled maintenance windows (announced 48 hours in advance) are excluded from uptime calculations.
02.Support Response Times
| Plan | Channel | Response Time | Hours |
|---|---|---|---|
| Starter | Community Forum | Best effort | N/A |
| Pro | Priority Email | < 24 hours | Mon–Fri |
| Enterprise | Phone + Slack | < 2 hours | 24/7 |
03.Health Checks & Monitoring
Daily checks — None
Daily health status checks on deployed agents.
Hourly checks — Email alerts
Hourly health checks with email notification on degradation.
Real-time checks — Slack + Phone
Continuous real-time monitoring with immediate multi-channel alerting.
04.Service Credits
If SovereignML fails to meet the uptime commitment in a given calendar month, eligible users may request a service credit:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits are applied to future invoices and are not redeemable for cash. To request a credit, contact billing@sovereignml.com within 30 days of the incident with the date range and description of the outage.
05.Exclusions
The SLA does not apply to downtime caused by:
- ›Scheduled maintenance windows (announced 48+ hours in advance)
- ›Force majeure events: natural disasters, war, government action, internet backbone outages
- ›Actions or inactions by the customer that cause service degradation
- ›Third-party service outages (Stripe, Google OAuth, Resend) outside SovereignML's control
- ›Beta or experimental features explicitly marked as such
- ›Free tier accounts (Starter plan SLA applies only to paid subscriptions)
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