Service Level Agreement

Service Level Agreement (SLA)

Last updated: 20 June 2025

Effective on and from the date you accept the Terms of Service

This Service Level Agreement ("SLA") forms part of the Airgentic Terms of Service and describes the service‑availability commitments, exclusions, and service‑credit remedies applicable to the Airgentic cloud platform ("Service").

Summary (non‑binding): We target 99.9 % monthly uptime. If availability falls below that threshold you may claim service credits, capped at 20 % of the monthly fee (30 % per calendar year).

1 Definitions

“Monthly Uptime Percentage”: 100 % – (Total Minutes of Downtime in the month ÷ Total Minutes in the month) × 100

“Downtime”: A period of 30 or more consecutive minutes during which the Service’s API and web interface both return HTTP 5xx or do not complete requests within 60 seconds.

“Excluded Downtime”: Downtime caused by: (a) Scheduled Maintenance (see §2.3); (b) factors outside our reasonable control (e.g. force‑majeure events, Internet backbone issues, AWS/Azure outages); (c) your software, equipment, or misuse; (d) suspension under the Acceptable Use Policy; or (e) requests by you for maintenance or assistance.

“Service Credit”: A dollar credit applied to future invoices in accordance with §4.

2 Service Commitment

2.1 Availability

Airgentic will make the Service available 99.9 % of the time, measured monthly (“Service Commitment”).

2.2 Measurement & Monitoring

Availability is measured using independent synthetic monitoring from at least three world‑wide regions. A failure is counted only when two or more probes concurrently detect Downtime.

2.3 Scheduled Maintenance

Standard window: Saturdays 22:00 – 02:00 AEST.
We will provide 48 hours’ notice for non‑urgent maintenance outside this window.
Scheduled Maintenance is limited to 4 hours per month and is Excluded Downtime.

3 Incident Management

Bus. hrs: 09:00‑18:00 AEST, Mon‑Fri excluding public holidays in New South Wales.

Airgentic will notify affected customers of material service interruptions (unplanned downtime exceeding 30 minutes) via email or the status page within 2 hours of confirmation.

4 Service Credits

If we fail to achieve the Service Commitment in a calendar month, you are eligible for the following Service Credits:

4.1 Credit Claim Procedure

Email support@airgentic.com with subject “SLA Credit Request” and:
a. Customer name & account ID
b. Date, start and end time of suspected Downtime
c. Request logs or screenshots (if available).
Submit within 72 hours of the incident. Failure to do so forfeits the credit.
We will review and confirm eligibility within 10 business days. Approved credits appear on the next invoice.

4.2 Limitations

Total credits per month are capped at 20 % of the applicable monthly Subscription fees; per calendar year cap 30 %.
Credits expire 12 months after the month in which they were granted and have no cash value.
Credits are forfeited upon termination of the Agreement.
Credits are your sole and exclusive remedy for any failure to meet this SLA.

5 Customer Obligations

Maintain reliable Internet connectivity to the Service.
Configure reasonable retry logic and exponential back‑off in API calls.
Provide timely cooperation during incident diagnostics.

6 Modifications to SLA

We may update this SLA (e.g. to introduce improved targets) by giving 30 days’ notice. Updated versions become effective on the date specified in the notice.

7 Governing Law

This SLA is governed by the same law and jurisdiction stated in the Terms of Service.

Airgentic