Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") defines the availability commitments, performance targets, and remedies for the RegisteredBrands.AI platform and APIs, operated by RootVaultAI LLC. This SLA applies to Pro and Enterprise subscription plans. Starter plan subscribers receive best-effort availability without SLA commitments.

2. Availability Commitment

"Monthly Uptime Percentage" is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100. Downtime is measured from the time the service becomes unavailable to the time it is restored, as determined by our external monitoring systems.

3. Exclusions

The following are excluded from downtime calculations: scheduled maintenance windows (announced at least 48 hours in advance via our Status page); force majeure events including natural disasters, wars, government actions, and pandemic-related disruptions; issues caused by factors outside our reasonable control, including internet connectivity problems, DNS failures, and DDoS attacks that exceed our mitigation capacity; downtime resulting from your actions, including exceeding rate limits or misconfigured API integrations; third-party service outages (Stripe, blockchain networks, cloud infrastructure) that are outside our direct control; and periods where the service is degraded but still responding to requests (partial availability).

4. Performance Targets

Performance targets are informational goals, not contractual commitments. SLA credits are based on availability, not performance targets.

5. SLA Credits

If we fail to meet the availability commitment for a given month, eligible customers may request SLA credits as follows:

SLA credits are applied as additional API credits to your account, not as monetary refunds. Credits must be requested within 30 days of the affected month by contacting [email protected] with the affected time period and service. Maximum SLA credits for any single month shall not exceed 50% of the monthly subscription fee for that month.

6. Incident Communication

During service disruptions, we will provide updates through our Status page within 15 minutes of detection. Updates will be posted at least every 30 minutes during active incidents. A post-incident report will be published within 5 business days of resolution for any incident exceeding 30 minutes of downtime. Enterprise customers receive direct notification via their designated contact channel.

7. Maintenance Windows

Scheduled maintenance is performed during low-traffic periods (typically 2:00–6:00 AM UTC on weekdays). Maintenance windows are announced at least 48 hours in advance via the Status page and developer mailing list. Emergency maintenance for critical security patches may be performed with shorter notice. We aim to limit scheduled maintenance to no more than 4 hours per month.

8. Changes to This SLA

We may update this SLA from time to time. Material changes that reduce availability commitments will be communicated at least 60 days before taking effect. Changes that improve availability commitments take effect immediately. The SLA in effect at the beginning of a billing period governs that period.

9. Contact

For SLA-related inquiries or to request SLA credits, contact us at [email protected] or through our Contact page.