Service Level Agreement

This Service Level Agreement ("SLA") describes AnswerMind AI's commitments regarding the availability, performance, and support of the AnswerMind AI platform ("Service"). This SLA forms part of the agreement between AnswerMind AI, Inc. ("AnswerMind AI") and the Customer and is incorporated into our Terms of Service.

1. Definitions

• "Uptime" means the percentage of time in a given calendar month during which the Service is available and operational, excluding Scheduled Maintenance and Excluded Events.
• "Downtime" means any period in which the Service is not available for use, excluding Scheduled Maintenance and Excluded Events.
• "Scheduled Maintenance" means maintenance work that AnswerMind AI has communicated at least 48 hours in advance via email or status page.
• "Excluded Events" means service unavailability caused by: (a) Customer's actions or inactions; (b) third-party services or infrastructure outside AnswerMind AI's direct control (including underlying AI model API outages); (c) force majeure events (natural disasters, war, government actions); (d) internet service disruptions; or (e) Customer's failure to maintain compatible systems.
• "Monthly Uptime Percentage" means: ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100.

2. Uptime Commitment

AnswerMind AI commits to maintaining a Monthly Uptime Percentage of at least 99.5% for the core Service (dashboard, chatbot serving, API endpoints) for customers on paid plans.

Customers on the free trial period are not covered by the uptime commitment but will receive best-effort availability.

3. Scheduled Maintenance

AnswerMind AI performs routine maintenance to ensure the security, stability, and performance of the Service.

• Advance notice: Scheduled maintenance affecting Service availability will be communicated at least 48 hours in advance via email and/or our status page;
• Preferred maintenance window: Scheduled maintenance is typically conducted between 02:00–06:00 UTC on weekdays to minimize business impact;
• Duration: Planned maintenance windows will not typically exceed 4 hours;
• Emergency maintenance: In the case of critical security patches or urgent fixes, AnswerMind AI may perform emergency maintenance with shorter or no advance notice. We will communicate via our status page as soon as practicable.

Scheduled maintenance periods are excluded from Downtime calculations.

4. Service Credits

If AnswerMind AI fails to meet the uptime commitment in a given calendar month, eligible customers may request a service credit as follows:

4.1 How to Request a Credit

To request a service credit, email [email protected] within 14 days of the end of the affected calendar month with the subject line "SLA Credit Request." Your request must include:

• Your account email address;
• The dates and times of the Downtime you experienced;
• A description of the impact on your operations.

AnswerMind AI will review the request within 10 business days and, if the claim is valid, apply the credit to your next invoice. Service credits are the sole and exclusive remedy for SLA violations.

4.2 Credit Limitations

• Service credits cannot exceed 50% of your monthly subscription fee for any single month;
• Credits apply only to the current Service subscription and cannot be transferred or redeemed for cash;
• Credits are forfeited upon account cancellation;
• Credits are not available for Excluded Events or Scheduled Maintenance.

5. Support

5.1 Support Channels

AnswerMind AI provides customer support via:

• Email: [email protected]
• In-app support: Available within the dashboard for all paid subscribers;
• Documentation: Comprehensive documentation and guides available at our help center.

5.2 Support Hours and Response Times

Response times are targets, not guarantees. Complex issues may require longer resolution times. "Response time" means the time to acknowledge and begin investigating your ticket, not necessarily full resolution.

5.3 Severity Levels

We prioritize support tickets based on severity:

• Critical (P1): Complete Service unavailability or data loss. Treated with highest priority. Target response: within 2 hours for Pro customers.
• High (P2): Major feature unavailability significantly impacting operations. Target response: within the standard plan response time.
• Medium (P3): Partial feature degradation with a workaround available. Target response: standard plan response time, resolved within 3 business days.
• Low (P4): General questions, feature requests, and non-urgent issues. Target response: standard plan response time.

6. Status Page and Incident Communication

AnswerMind AI maintains a public status page where real-time service status, incident updates, and maintenance schedules are published. We encourage customers to subscribe to status page notifications for timely incident updates.

During an active incident, we will post updates at least every 60 minutes until the incident is resolved or a workaround is available.

7. Exclusions

This SLA does not apply to:

• Free trial accounts;
• Beta, preview, or experimental features clearly marked as such;
• Service unavailability caused by Excluded Events;
• Scheduled Maintenance windows communicated in advance;
• Accounts suspended or terminated for violation of the Terms of Service or AUP.

8. Changes to This SLA

AnswerMind AI may modify this SLA with 30 days' prior notice via email or in-product announcement. If a modification materially reduces your SLA commitments and you do not accept the change, you may cancel your subscription within the notice period and receive a pro-rata refund for any prepaid unused period.

9. Contact

For SLA-related matters, support tickets, or credit requests, contact us at [email protected].