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Service Level Agreement (SLA)

Last Updated: January 22, 2026

This Service Level Agreement ("SLA") is part of the Agreement between Art of X UG (haftungsbeschränkt) ("Provider", "we", "us") and the Customer ("you") and describes the service levels for our platform and API services.

1. Service Availability

1.1 Uptime Commitment

ServiceMonthly Uptime Target
Web Platform99.5%
API Services99.5%
ChatGPT/MCP Integration99.0%

1.2 Uptime Calculation

  • Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
  • Downtime excludes scheduled maintenance and force majeure events.

1.3 Scheduled Maintenance

  • Scheduled maintenance windows: Sundays 02:00-06:00 CET
  • We will provide at least 48 hours notice for planned maintenance
  • Emergency maintenance may occur without notice if required for security or stability

2. Support Services

2.1 Support Channels

ChannelAvailability
Email ([email protected])24/7 (response within SLA)
In-App ChatBusiness hours (Mon-Fri, 09:00-18:00 CET)
Documentation24/7 self-service

2.2 Response Times

PriorityDescriptionInitial ResponseResolution Target
CriticalService completely unavailable2 hours8 hours
HighMajor feature unavailable, no workaround4 hours24 hours
MediumFeature impaired, workaround available8 business hours72 hours
LowMinor issue, questions, feature requests24 business hoursBest effort

2.3 Priority Definitions

  • Critical: Complete service outage affecting all users or data loss/security breach
  • High: Major functionality unavailable affecting business operations
  • Medium: Partial functionality loss with available workaround
  • Low: Minor issues, cosmetic bugs, general inquiries

3. Performance Standards

3.1 API Performance

MetricTarget
API Response Time (p95)< 2 seconds
Panel Query Response (p95)< 10 seconds
Throughput100 requests/minute per customer

3.2 Data Processing

MetricTarget
Panel CreationWithin 30 days of data receipt
Panel UpdatesWithin 7 days of request
Data ExportWithin 24 hours of request

4. Service Credits

4.1 Credit Eligibility

If monthly uptime falls below the committed level, you may be eligible for service credits:

Monthly UptimeService Credit
99.0% - 99.5%10% of monthly fee
95.0% - 99.0%25% of monthly fee
< 95.0%50% of monthly fee

4.2 Credit Request Process

  1. Submit credit request within 30 days of the incident
  2. Include dates, times, and description of the outage
  3. Credits are applied to future invoices (not refundable as cash)

4.3 Credit Exclusions

Service credits do not apply to:

  • Scheduled maintenance
  • Force majeure events
  • Issues caused by customer actions or third-party services
  • Beta or preview features
  • Free tier usage

5. Data Protection

5.1 Backup and Recovery

MetricCommitment
Backup FrequencyDaily
Backup Retention30 days
Recovery Point Objective (RPO)24 hours
Recovery Time Objective (RTO)8 hours

5.2 Data Location

  • Primary data storage: European Union (Germany)
  • Backups: European Union

6. Security

6.1 Security Measures

  • Encryption in transit (TLS 1.2+)
  • Encryption at rest (AES-256)
  • Regular security assessments and penetration testing
  • SOC 2 Type II compliance (in progress)

6.2 Incident Response

  • Security incidents are treated as Critical priority
  • Affected customers notified within 48 hours of confirmed breach
  • Post-incident report provided within 14 days

7. Reporting

7.1 Status Page

Real-time service status available at: https://status.getminds.ai

7.2 Monthly Reports

Upon request, we provide monthly reports including:

  • Uptime statistics
  • Incident summaries
  • Performance metrics

8. SLA Modifications

We may update this SLA from time to time. Material changes will be communicated with at least 30 days notice. Continued use of the services constitutes acceptance of the updated SLA.

Art of X UG (haftungsbeschränkt) Goethestr. 59, 10625 Berlin, Germany

For SLA-related inquiries: [email protected]