Service Level Agreement (SLA)
Effective Date: April 15, 2026 | Last Updated: April 15, 2026
This Service Level Agreement ("SLA") describes the availability and support commitments for the Smalt AI platform (the "Service"). This SLA is part of the Terms of Service or your Enterprise Agreement with Smalt AI PLT ("Smalt AI", "we", "us").
1. Definitions
- "Uptime" means the percentage of time the Service is available and operational during a calendar month.
- "Downtime" means any period where the core Service functions are materially unavailable to users, excluding Scheduled Maintenance and Exclusions.
- "Scheduled Maintenance" means planned maintenance windows communicated at least 48 hours in advance.
- "Incident" means an unplanned event that causes degradation or unavailability of the Service.
- "Response Time" means the time between when a support request is submitted and when a team member acknowledges and begins working on it.
2. Uptime Commitment
| Plan | Monthly Uptime Target | Maximum Allowed Downtime/Month |
|---|
| Professional | 99.5% | ~3 hours 39 minutes |
| Enterprise | 99.9% | ~43 minutes |
| Enterprise Premium | 99.95% | ~22 minutes |
Uptime is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
3. Support Tiers
Professional Plan
| Severity | Description | Response Time | Update Frequency |
|---|
| Critical (P1) | Service completely unavailable | 4 hours | Every 2 hours |
| High (P2) | Major feature unavailable, no workaround | 8 hours | Every 4 hours |
| Medium (P3) | Feature degraded, workaround available | 1 business day | Every business day |
| Low (P4) | General questions, feature requests | 2 business days | As needed |
Support Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT (excluding UK bank holidays)
Support Channels: Email (support@smaltai.com), In-app chat
Enterprise Plan
| Severity | Description | Response Time | Update Frequency |
|---|
| Critical (P1) | Service completely unavailable | 1 hour | Every 1 hour |
| High (P2) | Major feature unavailable, no workaround | 4 hours | Every 2 hours |
| Medium (P3) | Feature degraded, workaround available | 8 hours | Every 4 hours |
| Low (P4) | General questions, feature requests | 1 business day | As needed |
Support Hours: 24/7 for P1/P2 incidents; business hours for P3/P4
Support Channels: Email, In-app chat, Dedicated Slack channel, Phone escalation
Additional: Dedicated Customer Success Manager, Quarterly Business Reviews
4. Service Credits
If we fail to meet the uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|
| 99.0% - 99.5% | 10% |
| 95.0% - 99.0% | 25% |
| Below 95.0% | 50% |
How to Claim
- Submit a service credit request to support@smaltai.com within 30 days of the affected month.
- Include the dates and times of the experienced downtime.
- We will verify against our monitoring data and apply credits within 60 days.
- Service credits are applied to future invoices and are not redeemable for cash.
- Maximum service credits per month shall not exceed 50% of your monthly subscription fee.
5. Scheduled Maintenance
- We will provide at least 48 hours' advance notice for scheduled maintenance.
- Maintenance windows are typically scheduled during off-peak hours (Saturday 02:00-06:00 GMT).
- Emergency maintenance may be performed with shorter notice when necessary to protect the security or integrity of the Service.
- Scheduled maintenance does not count toward downtime calculations.
6. Incident Communication
During service incidents, we commit to:
- Detection: Automated monitoring alerts our engineering team within minutes.
- Acknowledgement: Public status update within 30 minutes of incident detection.
- Updates: Regular status updates at the frequency specified for the incident severity level.
- Resolution: Status update confirming the incident is resolved.
- Post-Mortem: For P1/P2 incidents, a post-incident report within 5 business days, including root cause analysis, impact summary, and preventive measures.
Incident status will be communicated via:
- Email notifications to account administrators
- In-app status banner
- Status page (when available)
7. Exclusions
The following are not counted as Downtime for SLA purposes:
- Scheduled Maintenance communicated in advance
- Force majeure events (natural disasters, war, government actions)
- Issues caused by your equipment, software, network, or third-party services not controlled by Smalt AI
- Downtime resulting from actions taken at your request
- Service unavailability due to abuse or violations of the Terms of Service
- Third-party AI provider outages (Anthropic, Google) beyond our control, provided we take reasonable steps to mitigate impact
- DNS or internet backbone issues outside our infrastructure
8. Data Backup and Recovery
| Measure | Commitment |
|---|
| Backup Frequency | Daily automated backups |
| Backup Retention | 30 days |
| Recovery Point Objective (RPO) | 24 hours |
| Recovery Time Objective (RTO) | 4 hours (Enterprise), 8 hours (Professional) |
9. Changes to This SLA
We may update this SLA from time to time. We will provide at least 30 days' notice of any changes that materially reduce our commitments. Changes will not apply retroactively.
10. Contact
Smalt AI PLT
Support: support@smaltai.com
Enterprise Support: support@smaltai.com
Status Page: status.smaltai.com