Service Level Agreement

1. Service Availability

Blam.AI guarantees 99.9% uptime for all core platform services, measured monthly. Scheduled maintenance windows are excluded from availability calculations and will be announced at least 48 hours in advance.

In the event of service unavailability exceeding our SLA commitment, customers may be eligible for service credits as outlined in our credit policy.

2. Performance Standards

API response times are measured as the time between request initiation and response completion. Performance is measured from our monitoring systems and may vary based on network conditions and request complexity.

3. Support Response Times

Support response times are measured from the time a support request is submitted through our official channels until our first substantive response. Response times may vary during peak periods or holidays.

4. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits equal to a percentage of your monthly service fees. Credits must be requested within 30 days of the incident and will be applied to your next billing cycle.

5. Exclusions

This SLA does not apply to service interruptions caused by factors outside our reasonable control, including but not limited to: internet connectivity issues, third-party service failures, force majeure events, or customer configuration errors.

6. Monitoring and Reporting

Service performance metrics are continuously monitored and reported through our status page. Historical performance data is available to customers upon request.