Service Level Agreement
Last updated: February 1, 2026
Introduction
This Service Level Agreement ("SLA") describes the service levels and commitments Inteliworks provides to customers. This SLA applies to the Inteliworks platform and related services (the "Service").
By using our Service, you acknowledge and agree to this SLA. This SLA is part of and subject to our Terms of Service.
1. Service Availability
Uptime Commitment
| Plan | Uptime SLA | Max Downtime/Month |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
| Enterprise Plus | 99.99% | ~4 minutes |
Uptime Calculation
Monthly Uptime Percentage = (Total Minutes - Downtime Minutes) / Total Minutes ร 100
"Downtime" is calculated from the time we become aware of the outage (through monitoring or customer report) until the Service is restored.
2. Performance Targets
API Response Times
| API Endpoint Type | Target (95th percentile) |
|---|---|
| Authentication & Account | < 200ms |
| Agent Configuration | < 300ms |
| Agent Execution (simple) | < 2 seconds |
| Agent Execution (complex) | < 10 seconds |
| Webhook Delivery | < 5 seconds |
Note: Response times exclude time spent by third-party AI model providers (OpenAI, Anthropic, etc.) which may vary based on model complexity and load.
3. Service Credits
If we fail to meet our uptime commitment, you may be eligible for Service Credits:
| Monthly Uptime | Service Credit |
|---|---|
| < SLA Target but โฅ 99.0% | 10% of monthly fee |
| < 99.0% but โฅ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Requesting Credits
To receive Service Credits, you must submit a request to support@inteliworks.io within 30 days of the incident. Include your account information and the dates/times of the downtime. We will verify against our records and apply approved credits to your next invoice.
4. Exclusions
The following are excluded from our SLA and do not count toward downtime:
- Scheduled Maintenance: Pre-announced maintenance windows (minimum 72 hours notice)
- Emergency Maintenance: Critical security patches or urgent fixes
- Force Majeure: Natural disasters, war, terrorism, government actions
- Third-Party Issues: Outages from AI providers (OpenAI, Anthropic), cloud providers, or DNS
- Customer Actions: Issues caused by customer code, configurations, or misuse
- Abuse/Attacks: DDoS attacks or malicious activity
- Beta Features: Features marked as beta, preview, or experimental
- Free Tier: Services provided under free or trial plans
5. Maintenance Windows
Scheduled Maintenance
- Scheduled maintenance typically occurs during low-usage hours (Saturdays 02:00-06:00 UTC)
- We provide at least 72 hours advance notice via email and status page
- We aim to limit scheduled maintenance to once per month
Emergency Maintenance
- May occur without advance notice for critical security issues
- We will notify customers as soon as reasonably possible
- Post-incident reports provided within 5 business days
6. Support Response Times
| Severity | Definition | Starter | Pro | Enterprise |
|---|---|---|---|---|
| Critical (S1) | Service completely unavailable | 4 hours | 1 hour | 15 min |
| High (S2) | Major feature not working | 8 hours | 2 hours | 1 hour |
| Medium (S3) | Minor feature issue, workaround available | 24 hours | 8 hours | 4 hours |
| Low (S4) | Questions, feature requests | 48 hours | 24 hours | 8 hours |
Response times are during business hours (Mon-Fri 9am-6pm EST) for Starter plans. Pro and Enterprise plans include 24/7 support for S1 and S2 issues.
7. Status Page & Notifications
We maintain a public status page with real-time service status:
- Status Page: status.inteliworks.io
- Subscribe to updates via email, SMS, or webhook
- Historical uptime data and incident reports
8. Data Durability
- 99.99% data durability for all stored data
- Automated daily backups with 30-day retention
- Point-in-time recovery available (Enterprise plans)
- Geo-redundant storage in multiple availability zones
9. Disaster Recovery
- RTO (Recovery Time Objective): 4 hours for Pro, 1 hour for Enterprise
- RPO (Recovery Point Objective): 1 hour for Pro, 15 minutes for Enterprise
- Annual disaster recovery testing
- Multi-region failover capability
10. Limitations
- Service Credits cannot exceed 50% of monthly fees
- Service Credits are non-transferable and have no cash value
- Service Credits must be used within 12 months
- This SLA does not create additional legal obligations beyond the Terms of Service
11. Changes to This SLA
We may modify this SLA with 30 days notice for changes that reduce service levels. Improvements to service levels take effect immediately. Continued use of the Service after changes constitutes acceptance.
12. Contact
For SLA-related inquiries:
- Support: support@inteliworks.io
- Status Page: status.inteliworks.io
- Enterprise Support: enterprise@inteliworks.io