Service Level Agreement

1.Scope

This Service Level Agreement applies to customers on a paid plan and forms part of the Terms of Service. It covers the availability of the ALAbrish platform: the web application, the API and the message processing pipeline we operate.

It does not apply to free trials, sandbox workspaces, or beta features marked as such. Where a signed enterprise agreement specifies different targets, that document prevails.

2.Uptime commitment

We target a monthly uptime of 99.9% for the platform, measured as the percentage of one-minute intervals in a calendar month in which the service responded successfully to a valid request, excluding the exclusions below.

Availability is measured at our edge by our own monitoring. A one-minute interval counts as unavailable if more than half the valid requests in it fail with a server-side error.

3.Support response targets

• Critical, meaning the platform is unusable for all users in your workspace: first response within 2 business hours.
• High, meaning a core feature such as sending or the inbox is materially degraded: first response within 4 business hours.
• Normal, meaning a non-blocking bug or an isolated issue with a workaround: first response within 1 business day.
• Low, meaning questions, configuration help and feature requests: first response within 2 business days.

4.Business hours

Business hours are Monday to Friday, 09:00 to 18:00 Gulf Standard Time (UTC+4), excluding public holidays in the Emirate of Dubai, United Arab Emirates. Critical issues are monitored outside business hours and we will begin work on them as soon as they are detected or reported.

Response targets describe when a human will respond and begin work, not when a fix will ship. We will keep you updated at sensible intervals until the issue is resolved.

5.Service credits

If monthly uptime falls below the commitment, you may claim a credit against the following month's subscription fee: 10% for uptime below 99.9%, 25% below 99.0%, and 50% below 95.0%.

Credits are the sole and exclusive remedy for failure to meet the uptime commitment. To claim, email ceo@alabrishtechnologies.com within 30 days of the end of the affected month with your account name and the dates and times of the incident. Credits apply to subscription fees only, never to channel or messaging charges passed through from providers, and are issued as account credit rather than a cash refund.

6.Exclusions

The following are excluded from availability calculations and from credit eligibility, because they are outside our control or agreed in advance.

• Scheduled maintenance announced at least 48 hours in advance, capped at 4 hours per calendar month.
• Emergency maintenance required to address a security risk, carried out with as much notice as is safe.
• Outages, API changes, rate limiting, policy enforcement or account suspension by a messaging channel provider.
• Failures caused by your configuration, your integrations, your code, or exceeding documented rate limits.
• Problems with your own network, device or internet connectivity.
• Suspension for non-payment or for breach of the Terms of Service or Acceptable Use Policy.
• Force majeure events, including natural disaster, war, civil unrest, and failures of national infrastructure.

7.Incident communication

For incidents affecting multiple customers we will post updates as the investigation progresses and notify affected account owners by email. After a critical incident we will provide a written summary on request, describing what happened, the impact, the resolution, and the steps taken to prevent recurrence.

8.Backups and continuity

Customer data is backed up regularly and restoration is tested periodically. Our target recovery point objective is 24 hours and our target recovery time objective is 12 hours for a major infrastructure failure. These are targets rather than guarantees, and are not credit-bearing.

9.Changes

We may update this agreement from time to time. Changes that materially reduce the commitments here take effect at your next renewal, and we will notify account owners by email at least 30 days in advance.