Service Level Agreement

Effective: January 29, 2026

Our commitment to 99.9% uptime and enterprise-grade service reliability backed by CMMI Level 5 processes.

99.9%

Uptime Guarantee

<200ms

API Response Time

24/7

Support Availability

<1hr

Critical Issue Response

1. Service Level Agreement Overview

This Service Level Agreement ("SLA") defines the service levels that CognexiaAI will provide to customers for our Enterprise Resource Planning (ERP) platform. This SLA is incorporated into and forms part of the Terms of Service between CognexiaAI and Customer.

Our CMMI Level 5 certified processes ensure consistent, predictable, and measurable service quality. We are committed to maintaining the highest standards of availability, performance, and support.

2. Uptime Commitment

2.1 Service Availability

CognexiaAI guarantees 99.9% uptime for the Services, measured monthly. This translates to:

43.8 minutes

Maximum downtime per month

8.76 hours

Maximum downtime per year

99.9%

Monthly availability target

2.2 Uptime Calculation

Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

  • Downtime is measured from when we detect an issue until service is fully restored
  • Excluded Downtime: Scheduled maintenance windows (with 7 days notice)
  • Excluded Downtime: Issues caused by factors outside our control (force majeure)
  • Excluded Downtime: Customer's equipment, network, or third-party issues

3. Performance Standards

3.1 API Response Time

  • 95th Percentile: <200ms for standard API requests
  • 99th Percentile: <500ms for standard API requests
  • Complex Queries: <2 seconds for data-intensive operations

3.2 Data Processing

  • Batch Processing: Completed within scheduled time windows
  • Data Synchronization: Real-time or near real-time (within 5 seconds)
  • Report Generation: Standard reports within 30 seconds

3.3 Page Load Time

  • Initial Page Load: <3 seconds (95th percentile)
  • Subsequent Navigation: <1 second (cached content)
  • Dashboard Refresh: <2 seconds

4. Support Response Times

We provide tiered support based on issue severity. All times are measured during business hours unless otherwise specified.

Priority 1 - Critical

24/7

Complete service outage or critical functionality failure affecting all users

Initial Response

<1 hour

Status Updates

Every 2 hours

Resolution Target

<4 hours

Priority 2 - High

24/7

Major functionality impaired or significant performance degradation

Initial Response

<4 hours

Status Updates

Daily

Resolution Target

<24 hours

Priority 3 - Medium

Business Hours

Minor functionality issues with workaround available

Initial Response

<8 hours

Status Updates

Every 2 days

Resolution Target

<5 days

Priority 4 - Low

Business Hours

General questions, feature requests, or cosmetic issues

Initial Response

<24 hours

Status Updates

Weekly

Resolution Target

<15 days

Business Hours

Monday - Friday, 9:00 AM to 6:00 PM IST, excluding Indian public holidays

5. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits based on the following schedule:

Monthly Uptime Percentage
Service Credit
99.0% to <99.9%
10% of monthly fee
95.0% to <99.0%
25% of monthly fee
<95.0%
50% of monthly fee

5.1 Service Credit Process

  • Customer must submit a claim within 30 days of the incident
  • Claims must include date, time, and description of downtime experienced
  • CognexiaAI will investigate and respond within 15 business days
  • Approved credits applied to next month's invoice
  • Service credits are the sole remedy for SLA breaches

6. Scheduled Maintenance

  • Standard Maintenance: Maximum 4 hours per month, typically Sunday 2:00 AM - 6:00 AM IST
  • Notice Period: Minimum 7 days advance notice via email and in-app notification
  • Emergency Maintenance: 24 hours notice when possible, immediate action if security-critical
  • Exclusion: Scheduled maintenance does not count against uptime SLA

7. Monitoring and Reporting

We maintain comprehensive monitoring and provide transparent reporting:

  • Real-time Status: Public status page at status.cognexiaai.com with live metrics
  • Incident Notifications: Automatic email and SMS alerts for service issues
  • Monthly Reports: Detailed uptime and performance reports available in dashboard
  • SLA Dashboard: Real-time view of SLA compliance and metrics

8. SLA Exclusions

This SLA does not apply to service unavailability caused by:

  • •Factors outside our reasonable control (force majeure, internet disruptions, DDoS attacks)
  • •Customer's equipment, software, or network connectivity issues
  • •Scheduled maintenance communicated in accordance with section 6
  • •Customer's use of Services in violation of Terms of Service
  • •Beta, pilot, or preview features explicitly marked as such
  • •Third-party integrations or services

9. SLA Support Contact

For SLA-related questions or to file a service credit claim:

Email: sla@cognexiaai.com

Support Portal: support@cognexiaai.com

Emergency Hotline: +91-9167422630

Status Page: status.cognexiaai.com