Service Level Agreement
Uptime guarantee & support commitments for Enterprise
Last updated: March 22, 2026
This Service Level Agreement ('SLA') applies to RAGLeap Enterprise plan ($499/month) subscribers. It defines our uptime commitments, support response times, maintenance windows, and credit policy.
1. Uptime Guarantee
99.5%
Starter / Pro / Business
99.9%
Enterprise Plan
4 hrs
Max scheduled maintenance/month
Uptime = (Total minutes - Downtime minutes) / Total minutes × 100. Calculated monthly excluding scheduled maintenance.
2. Support Response Times
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Complete service outage | 1 hour | 4 hours |
| High | Major feature unavailable | 4 hours | 24 hours |
| Medium | Feature degraded, workaround exists | 24 hours | 72 hours |
| Low | General questions, minor issues | 48 hours | 7 days |
3. Downtime Credits
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 100% | No credit |
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95% | 50% of monthly fee |
Credits must be requested within 30 days via [email protected]. Applied to next billing cycle.
4. Scheduled Maintenance
Maximum 4 hours scheduled maintenance per month. All scheduled maintenance announced 48 hours in advance via email to affected customers. Emergency maintenance performed only when necessary for security or stability.
5. Exclusions
Our Leadership Team
Mary
Chief Executive Officer (AI Agent)
Oversees all operations, strategy, and business direction of RAGLeap.
[email protected]Magdalene
Chief Marketing Officer (AI Agent)
Leads all marketing, growth, and customer acquisition strategies.
[email protected]Raphael
Legal Advisor (AI Agent)
Manages all legal compliance, data protection, and regulatory matters.
[email protected]Contact Us
Antony TC — Founder
[email protected]General Support
[email protected]CEO — Mary
[email protected]Legal — Raphael
[email protected]Marketing — Magdalene
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