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Service Level Agreement

serveyou.ai LLC Service Level Agreement

This Service Level Agreement ("SLA") describes serveyou.ai LLC's uptime targets and service credit process for the serveyou.ai platform. This SLA is incorporated into and governed by the serveyou.ai Terms of Service.

Last updated: April 2, 2026

1. Definitions

  • "Beta Period" means the period during which the Platform is designated as being in beta, as indicated on the Platform's website or within the Platform interface. The Beta Period ends when serveyou.ai LLC publicly announces that the Platform has reached general availability ("GA"), via email notification to all registered Platform Users and prominent posting on the serveyou.ai website. serveyou.ai LLC shall determine the end of the Beta Period in its sole discretion.
  • "Core Platform Services" means the production infrastructure and features of the serveyou.ai platform that are designated as generally available (not designated as beta, preview, or in-development), including: application hosting and deployment, AI agent execution, API endpoints, authentication services, database services, and the platform dashboard and management interface. During the Beta Period, no features qualify as Core Platform Services for purposes of the Uptime Target and service credits. After the Beta Period ends, features designated as beta, preview, or in-development are excluded from Core Platform Services regardless of their stability or maturity.
  • "Downtime" means a period during which Core Platform Services are materially unavailable or materially degraded for all or substantially all users, as measured by serveyou.ai LLC's monitoring systems. Downtime does not include: Scheduled Maintenance; features designated as beta, preview, in-development, or experimental; Third-Party Integration outages (including outages of xAI, Anthropic, Google, Twilio, or Stripe); force majeure events; issues caused by the Platform User's code, configurations, or Deployed Applications; or DNS propagation delays.
  • "Scheduled Maintenance" means planned maintenance windows for which serveyou.ai LLC provides at least twenty-four (24) hours' advance notice via email, in-app notification, or status page. serveyou.ai LLC will use commercially reasonable efforts to schedule maintenance during off-peak hours (weekdays 12:00 AM — 6:00 AM Pacific Time).
  • "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the total number of minutes of Downtime during that month, divided by the total number of minutes in the calendar month, expressed as a percentage.

2. Beta Period — No Uptime Obligation

The Platform is currently in its Beta Period. During the Beta Period, serveyou.ai LLC makes no uptime commitment or guarantee of any kind. The Platform may experience service interruptions, downtime, feature instability, data migration events, and breaking changes as part of active development. No service credits are available during the Beta Period. serveyou.ai LLC will use commercially reasonable efforts to maintain the availability of the Platform during the Beta Period, but Platform Users acknowledge that the Platform is under active development and accept the associated risks of using a beta product.

3. Post-Beta Uptime Target

Upon the conclusion of the Beta Period, serveyou.ai LLC commits to a Monthly Uptime Percentage of 99.5% for Core Platform Services ("Uptime Target"). If the Monthly Uptime Percentage falls below the Uptime Target in any calendar month after the Beta Period has ended, eligible Platform Users may request a service credit as described in Section 4.

The Uptime Target does not apply to: features designated as beta, preview, in-development, or experimental; new features under active development; Third-Party Integration availability; or any services outside the definition of Core Platform Services. serveyou.ai LLC may continue to develop and release new features in beta at any time, even after the Platform's overall Beta Period has ended; such features are excluded from Core Platform Services and the Uptime Target until individually promoted to general availability.

Feature Designation: Features subject to beta, preview, or in-development status will be designated as such through one or more of the following channels: labeling within the Platform interface (such as a "Beta" indicator on the feature); release notes or changelogs displayed to Platform Users upon login or within the Platform; or email or in-app notification. Platform Users are responsible for reviewing release notes and feature designations. The dismissal or hiding of release notes by a Platform User does not change the designation status of any feature.

4. Service Credits (Post-Beta Only)

Service credits are available only after the Beta Period has ended. If the Monthly Uptime Percentage falls below the Uptime Target in any calendar month after the Beta Period, eligible Platform Users may request a service credit in accordance with the following schedule:

  • 99.0% — 99.49% Monthly Uptime Percentage: 5% service credit of that month's subscription fees
  • 95.0% — 98.99% Monthly Uptime Percentage: 15% service credit of that month's subscription fees
  • Below 95.0% Monthly Uptime Percentage: 30% service credit of that month's subscription fees

Service credits are calculated as a percentage of the monthly subscription fees actually paid by the Platform User for the month in which the Downtime occurred. Service credits do not apply to usage-based charges, one-time fees, or third-party charges. The maximum total service credit for any single calendar month shall not exceed 30% of that month's subscription fees.

Service credits are the sole and exclusive remedy for any failure to meet the Uptime Target. Service credits are not refunds and cannot be converted to cash. Unused service credits expire twelve (12) months after issuance.

5. Credit Request Process

To request a service credit (available only after the Beta Period has ended), you must submit a request to customerservice@serveyou.ai within thirty (30) days of the end of the calendar month in which the Downtime occurred. Your request must include: your account name or email; the dates and times of the Downtime incidents; and a brief description of the impact. serveyou.ai LLC will review the request against its monitoring data and respond within fifteen (15) business days. serveyou.ai LLC's determination of Downtime and Monthly Uptime Percentage based on its monitoring systems is final.

6. Exclusions

This SLA does not apply to:

  • Any period during the Beta Period (no uptime obligations or service credits apply);
  • Platform Users on free or trial plans;
  • Platform Users whose accounts are suspended or terminated for violation of the Terms of Service or Acceptable Use Policy;
  • Downtime caused by factors outside serveyou.ai LLC's reasonable control, including force majeure events, third-party service provider outages, internet connectivity issues, or DNS propagation;
  • Downtime resulting from the Platform User's code, configurations, AI agent behavior, or Deployed Applications;
  • Features designated as beta, preview, in-development, or experimental;
  • Scheduled Maintenance; or
  • Services accessed through Third-Party Integrations connected by the Platform User.

7. Status Page and Notifications

In the event of significant Downtime, serveyou.ai LLC will use commercially reasonable efforts to provide timely updates to affected users via email, in-app notification, or other appropriate communication channels. serveyou.ai LLC may, at its discretion, maintain a public status page to provide availability information for Core Platform Services.

8. Changes to This SLA

serveyou.ai LLC may update this SLA from time to time. Material changes will be subject to the notice provisions described in the Terms of Service. No change to this SLA will apply retroactively to Downtime that occurred before the change took effect.

Contact

For SLA-related inquiries or service credit requests, contact:

Customer Service
customerservice@serveyou.ai