Service Level Agreement
Last updated: April 2026
This Service Level Agreement (“SLA”) describes the uptime commitments and service credit policies for the MindPath BI platform. This SLA forms part of and is subject to the Terms of Service.
1. Uptime Commitment
MindPath BI commits to 99.9% monthly uptime for the production Service, measured across the following components:
- Web application (dashboard, inbox, Client 360)
- API endpoints
- Message delivery pipeline (sending and receiving)
2. Downtime Definition
“Downtime” means any period of 5 or more consecutive minutes during which the core Service is unreachable or materially non-functional, as measured by our synthetic monitoring systems.
Downtime excludes:
- Scheduled maintenance (see Section 3)
- Third-party service outages (Meta, Google, Microsoft, AI providers)
- Issues caused by Customer’s equipment, software, or network
- Force majeure events
- Alpha or beta features
- Slowness of individual features that does not constitute total unavailability
3. Scheduled Maintenance
- We will provide at least 48 hours’ advance notice of scheduled maintenance via our status page.
- Total scheduled downtime will not exceed 10 hours per calendar year.
- Whenever possible, scheduled maintenance will occur during low-traffic hours.
4. Uptime Calculation
Monthly uptime is calculated as:
5. Service Credits
If we fail to meet the uptime commitment in any calendar month, affected customers on paid plans are eligible for service credits as follows:
| Monthly Uptime | Credit (% of Monthly Fees) |
|---|---|
| ≥ 99.9% | None |
| 99.0% – 99.9% | 5% |
| 98.0% – 99.0% | 10% |
| Below 98.0% | 15% |
6. Credit Process
- Credits must be requested within 30 days of the end of the affected calendar month by contacting support.
- Credits are applied to future invoices and are not redeemable for cash.
- Credits are capped at 30 days of paid service fees.
- Credits expire upon termination of the Agreement.
- Service credits are your sole and exclusive remedy for failure to meet the uptime commitment.
7. Incident Communication
When an incident affects the Service, we commit to the following communication timelines:
| Severity | Description | Communication Target |
|---|---|---|
| P1 — Critical | Total service outage or confirmed data breach | Status page + customer email within 30 minutes |
| P2 — Major | Degraded service or potential data exposure | Status page within 1 hour |
| P3 — Minor | Partial feature impairment | Status page within 4 hours |
Post-incident reports for P1 and P2 incidents are published within 72 hours of resolution.
8. Exclusions
This SLA does not apply to:
- Free or trial accounts (service credits are available on paid plans only)
- Downtime caused by third-party AI providers (AI feature availability is subject to provider uptime)
- Features explicitly designated as alpha, beta, or preview
- Downtime resulting from Customer actions that violate the Terms of Service
9. Changes
We may update this SLA from time to time. Material reductions to the uptime commitment will be communicated at least 30 days in advance. The “Last updated” date at the top will change when modifications are made.
10. Contact
For SLA-related inquiries or to request service credits, contact us at josef@mindpathbi.com.