Uptime commitment, response-time targets, and service credit policy.
| Plan | Monthly uptime target | Max monthly downtime |
|---|---|---|
| Free | Best-effort (no commitment) | — |
| Pro | 99.5% | ~3h 39min |
| Business | 99.9% | ~43min 50sec |
| Enterprise (signed MSA) | 99.95% (custom 99.99% available) | ~21min 54sec |
Uptime is measured as the percentage of minutes per calendar month during which the Core Services responded to health-check probes with HTTP 200 within 5 seconds. Live status and historical uptime are published at /status.
| Severity | Definition | First response | Status update cadence |
|---|---|---|---|
| Sev 1 | Complete Service outage affecting all customers | ≤ 15 minutes (24/7) | Every 30 minutes until resolution |
| Sev 2 | Major feature degraded; significant customer impact | ≤ 60 minutes (business hours); ≤ 2h (off-hours) | Every 2 hours |
| Sev 3 | Minor degradation; workaround available | ≤ 8 business hours | Daily until resolution |
| Sev 4 | Cosmetic / low-impact | ≤ 2 business days | At resolution |
Incidents are reported and tracked at /status. Customers on Business and Enterprise plans receive incident notifications by email; Enterprise customers receive Slack-channel or on-call paging on request.
If monthly uptime falls below the committed target in §1, qualifying customers may request service credits as follows:
| Monthly uptime observed | Credit (% of monthly fee) |
|---|---|
| ≥ target | 0% |
| target minus 0.1% to target | 10% |
| target minus 0.5% to target minus 0.1% | 25% |
| Below target minus 0.5% | 50% (capped at 50% of monthly fee) |
Credit requests must be submitted within 30 days of the incident via support@brainiall.com, referencing the incident ID from /status. Credits apply to the next billing cycle and are the sole and exclusive remedy for SLA breaches, in lieu of damages.
The following do not count against uptime:
Uptime is measured from synthetic probes hitting the /health endpoint every 60 seconds from at least three geographically distributed probe locations. An incident is counted when ≥2 of the 3 probes report failure for ≥2 consecutive minutes. Raw probe data is retained for 6 months and available to Enterprise customers on request.
Brainiall may update this SLA from time to time. Changes that reduce commitments will take effect 30 days after publication and email notification to active customers. Changes that improve commitments apply immediately.