This Service Level Agreement (SLA) describes the uptime targets, support response times, service credits and exclusions that apply to your AI4WEB subscription. It supplements the Terms of Service.
Uptime targets by plan tier
We measure monthly uptime of the application dashboard and hosted customer websites, outside scheduled maintenance windows. Targets vary by plan:
| Plan tier | Monthly uptime target | Max monthly downtime allowed |
|---|---|---|
| Starter / Professional / Business | 99.9% | ~43 minutes |
| Agency | 99.95% | ~22 minutes |
| Agency Pro | 99.99% | ~4 minutes |
Support response-time matrix
Support priority is determined when you open a ticket. We commit to the following first-response times during business hours (Monday–Friday, 09:00–19:00 IST):
| Priority | Description | First response | Resolution target |
|---|---|---|---|
| P1 — Critical | Service outage affecting all hosted sites or platform-wide login failure | 30 minutes (24/7) | 4 hours |
| P2 — High | Major feature broken; significant subset of customers affected | 2 business hours | 1 business day |
| P3 — Normal | Single-customer issue or workaround available | 1 business day | 3 business days |
| P4 — Low | Feature request, cosmetic issue or general question | 2 business days | Best effort |
Service credits
If monthly uptime falls below the target for your tier, paying customers on Agency and Agency Pro plans are eligible for service credits applied to the next billing cycle:
| Monthly uptime achieved | Service credit (% of monthly fee) |
|---|---|
| Below target but ≥ 99.0% | 5% |
| 97.0% – 98.99% | 10% |
| 95.0% – 96.99% | 25% |
| Below 95.0% | 50% |
Business plan customers (one-time purchase) are not eligible for monetary service credits but receive a free credit-month extension on hosted-site billing in equivalent scenarios.
Incident notification policy
- Status page: all incidents are posted to our public status page within 15 minutes of detection.
- Email notification: account owners on Agency plans receive email alerts for incidents that affect their sites within 30 minutes.
- Post-incident review: for any P1 outage longer than 30 minutes, we publish a public post-mortem within 5 business days describing impact, root cause and prevention measures.
Scheduled maintenance
We perform planned maintenance during low-traffic windows (typically Sunday 02:00–05:00 IST). We announce maintenance at least 48 hours in advance via email and on the status page. Scheduled maintenance does not count against uptime.
Exclusions
The following events are excluded from uptime calculations:
- Scheduled maintenance announced at least 48 hours in advance
- Force-majeure events outside our reasonable control (natural disasters, war, large-scale internet outages)
- Customer-side issues: incorrect DNS configuration, expired domain registration, suspended hosting at a third-party host
- Outages caused by customer-uploaded code, plugins or third-party scripts
- Attacks attributable to customer accounts (compromised credentials, abusive use)
- Issues at upstream providers that have themselves been independently affected and are outside our control
How to claim a credit
Email info@ai4web.in within 30 days of the affected billing period. Include:
- Your account email and plan tier
- Dates and approximate times when the issue occurred
- Affected URL(s) or dashboard action(s)
We verify against our monitoring data and apply approved credits to your next invoice within seven business days.
Escalation path
If you are not satisfied with the resolution of an SLA ticket: reply to the same ticket asking for escalation. Tickets are then reviewed by the engineering on-call lead within one business day, and if still unresolved, escalated to the Head of Engineering within three business days.
Changes to this SLA
We may update this SLA from time to time. Material changes that reduce your protections will be notified at least 30 days in advance by email. The "Last updated" date at the top reflects the most recent change.