Service Level Agreement
Our commitment to reliability and uptime for all Secrealm AI services.
Uptime Commitment
Secrealm AI guarantees 99.99% uptime for all production services, measured on a monthly basis. Uptime is calculated as total minutes in the month minus downtime minutes, divided by total minutes in the month.
Service Credits
If we fail to meet our uptime commitment, you are entitled to service credits applied to your next billing cycle:
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.99% but at or above 99.9% | 10% |
| Below 99.9% but at or above 99.0% | 25% |
| Below 99.0% | 50% |
Exclusions
The following are excluded from uptime calculations:
- — Scheduled maintenance windows (announced 48 hours in advance)
- — Force majeure events beyond our reasonable control
- — Downtime caused by customer actions or configurations
Support Response Times
| Severity | Response Time |
|---|---|
| Critical — Service completely unavailable | 1 hour |
| High — Major feature degraded | 4 hours |
| Medium — Minor feature impacted | 8 hours |
| Low — General inquiry | 24 hours |
How to Claim Credits
To request a service credit, email sla@secrealmai.com within 30 days of the incident. Include your account ID, the dates and times of the downtime, and a description of the impact. Credits will be applied to your next billing cycle.