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title: "Service Level Agreement (SLA) | Minds"
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last_updated: 2026-08-25
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  "og:title": "Service Level Agreement (SLA) | Minds"
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  "twitter:title": "Service Level Agreement (SLA) | Minds"
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Minds

August 25, 2026·Minds Team # **Service Level Agreement (SLA)** Last Updated: August 25, 2026**Last Updated: August 25, 2026** This Service Level Agreement ("SLA") forms part of the Agreement between Art of X UG (haftungsbeschränkt) ("Minds", "Provider", "we", or "us") and the Customer. It applies to paid Individual, Team, and Enterprise/custom subscriptions unless an order form states different service levels. Free and trial use receives no service credits. ## 1. Service Availability ### 1.1 Monthly Uptime Commitment | Service | Monthly Uptime Commitment |
| --- | --- | | Web Platform | 99.5% | | API Services | 99.5% | | ChatGPT/MCP Integration operated by Minds | 99.0% | ### 1.2 Measurement**Uptime %** = ((Total Minutes in Month - Qualifying Downtime Minutes) / Total Minutes in Month) × 100. "Qualifying Downtime" means a period of at least five consecutive minutes in which the relevant service is materially unavailable to the Customer because of a cause within Minds' reasonable control. Minds measures availability using its server-side and service-edge monitoring, supplemented by incident records and reasonably available Customer evidence. A partial impairment counts only for the affected service and period. Scheduled maintenance and the exclusions in Section 4.4 do not count as Qualifying Downtime. ### 1.3 Maintenance - The standard maintenance window is Sunday 02:00-06:00 Europe/Berlin time. - Minds will normally give at least 48 hours' notice of maintenance expected to cause material unavailability. - Emergency maintenance may occur without advance notice where reasonably necessary for security or stability. Minds will use reasonable efforts to minimize its duration and impact. ## 2. Support ### 2.1 Channels | Channel | Availability |
| --- | --- | | Email: [support@getminds.ai](https://getminds.ai/mailto:support@getminds.ai) | 24/7 intake | | In-app chat | Business hours, Monday-Friday 09:00-18:00 Europe/Berlin time | | Documentation and status page | 24/7 self-service | ### 2.2 Priority and Targets | Priority | Description | Initial Response Commitment | Resolution Target |
| --- | --- | --- | --- | | **Critical** | Paid service completely unavailable, confirmed data loss, or confirmed security incident | 2 hours | 8 hours | | **High** | Major paid feature unavailable with no reasonable workaround | 4 hours | 24 hours | | **Medium** | Feature materially impaired with a workaround | 8 business hours | 72 hours | | **Low** | Minor issue, question, or feature request | 24 business hours | Best effort | Initial response times are commitments for correctly classified requests submitted through a listed channel. Resolution times are targets because restoration may depend on incident scope and third parties. Minds may reclassify a request reasonably and will explain a material reclassification. ## 3. Performance and Processing Targets | Metric | Target |
| --- | --- | | API response time (p95) | < 2 seconds | | Study query response (p95) | < 10 seconds | | API throughput | 100 requests/minute per Customer | | Self-service Mind/Audience processing | Begins promptly; target completion within 24 hours under normal load | | Data export | Target completion within 24 hours of a valid request | These are operational targets, not availability commitments or service-credit triggers, unless an order form states otherwise. Model providers and user-selected integrations may add latency. ## 4. Service Credits ### 4.1 Credit Schedule If monthly uptime falls below the applicable commitment, an eligible Customer receives the following credit after a valid request: | Monthly Uptime | Service Credit |
| --- | --- | | At or above the commitment | None | | At least 99.0% but below 99.5% | 10% of the affected service's monthly fee | | At least 95.0% but below 99.0% | 25% of the affected service's monthly fee | | Below 95.0% | 50% of the affected service's monthly fee | For a service whose commitment is 99.0%, the 10% tier begins below 99.0% and the remaining thresholds apply correspondingly. Total credits for one monthly billing period cannot exceed 50% of the affected service's monthly fee. ### 4.2 Request Process The Customer must request a credit within 30 days after the affected month and provide the account, service, dates, times, and available description. Minds will compare the request with its monitoring and incident records. Approved credits apply to a future invoice and are not refundable or transferable as cash, except where mandatory law requires otherwise. ### 4.3 Relationship to Other Remedies Service credits are the Customer's sole monetary remedy for failure to meet a monthly uptime commitment. This does not limit: (a) termination under Section 4.5; (b) liability that cannot lawfully be limited; (c) confidentiality, data-protection, information-security, or Material AI Incident obligations; or (d) an express remedy in an order form. The liability provisions in the Terms continue to apply to any separate recoverable claim. ### 4.4 Exclusions Credits do not apply to unavailability caused by: - announced scheduled maintenance or reasonable emergency maintenance; - force majeure or another event outside Minds' reasonable control; - Customer systems, credentials, configuration, instructions, content, or violation of documentation; - a user-selected external client, integration, network, or service not operated by Minds; or - an independent third-party failure outside Minds' reasonable control, provided Minds did not cause or materially worsen the failure, used reasonable care in selecting and operating the dependency, and took reasonable mitigation and recovery measures. An exclusion does not apply to the extent Minds' own breach, negligence, or failure to mitigate caused or materially extended the unavailability. Beta and preview features and free or trial use are not credit eligible. ### 4.5 Repeated Material Failure If an affected paid service has uptime below 95.0% in two of any three consecutive months, or below 99.0% in three of any six consecutive months, the Customer may terminate that affected subscription by written notice within 30 days after the last qualifying month. Minds will refund prepaid fees for the unused period of the terminated service. This right does not apply to excluded downtime. ## 5. Backup, Recovery, and Data Portability Minds maintains backup and recovery measures described in the current Technical and Organizational Measures (TOM). Unless an order form expressly states otherwise, recovery point and recovery time figures are operational objectives, not contractual guarantees. Following account or contract deletion, Personal Data and Customer Data are removed from active systems within 30 days and residual protected backup copies are overwritten or deleted within a further period of up to 30 days, subject to legal retention duties. Customers should maintain exports of data they require for their own business-continuity obligations. | Data state | Deletion treatment |
| --- | --- | | Active systems | Within 30 days after the applicable deletion event | | Residual protected backups | Deleted or overwritten through the backup cycle within up to 30 further days, subject to legal retention | ## 6. Security and Incident Response Minds maintains the security measures described in the TOM and the breach-notification duties in the DPA. Minds does not represent that it currently holds a SOC 2 or ISO certification unless a current report or certificate expressly issued to Minds is identified in writing. Certifications listed for infrastructure or other Sub-processors belong to those providers and are not Minds certifications. Personal Data breaches are notified as required by the DPA. Material AI Incidents are handled under the Terms. For a credible Customer-specific security or AI incident report with sufficient detail, Minds will provide a reasonable preliminary written status within ten business days and further updates or a final report without undue delay, subject to security, privilege, other-customer confidentiality, and legal restrictions. ## 7. Reporting Service status is available at https://uptime.getminds.ai. On reasonable request, Minds will provide an eligible paid Customer with available uptime and incident information relevant to that Customer. Minds may use aggregated or redacted reports to protect security and other customers. ## 8. Changes Material adverse SLA changes follow the notice and termination protections in the Terms. An order form controls if it provides different service levels, remedies, or measurement rules. | Contract source | Priority for service levels |
| --- | --- | | Order Form | Controls where it expressly states different levels, remedies, or measurement rules | | This SLA | Controls the standard paid-service commitments | | Terms and DPA | Continue to control liability, confidentiality, data protection, and mandatory rights | ---**Art of X UG (haftungsbeschränkt)** Köpenicker Straße 145, 10997 Berlin, Germany SLA inquiries: [support@getminds.ai](https://getminds.ai/mailto:support@getminds.ai) ## **Continue your procurement review** Use the buyer-facing checklist and evidence pages alongside these legal terms. [Minds](https://getminds.ai/)© 2026 Minds. Your target audience. AI-driven and grounded in transparent evidence. Build within minutes. [Minds on X (Twitter)](https://x.com/mindsai_co) [Minds on LinkedIn](https://www.linkedin.com/company/mindsaicompany/) [Minds on Instagram](https://www.instagram.com/getminds.ai/)Minds is part of [![ESOMAR Corporate 2026](https://getminds.ai/images/newsroom/logos/esomar-corporate-2026-v2.png)ESOMAR](https://esomar.org/) [![bayern design](https://getminds.ai/images/customer-logos/bayern-design.svg)bayern design](https://bayern-design.de/) [![CSSDA Best UX Design Award](https://getminds.ai/images/newsroom/logos/cssda-best-ux-award.png)CSSDA Best UX Design Award](https://www.cssdesignawards.com/) [![CSSDA Best Innovation Award](https://getminds.ai/images/newsroom/logos/cssda-best-innovation-award.png)CSSDA Best Innovation Award](https://www.cssdesignawards.com/) [![CSSDA Best UI Design Award](https://getminds.ai/images/newsroom/logos/cssda-best-ui-award.png)CSSDA Best UI Design Award](https://www.cssdesignawards.com/)