01
Our commitment
Amomic-AI commits that the Covered Services will have a Monthly Uptime Percentage of at least 99.5% in every calendar month. If we fall short, you are eligible for the service credits described below. This Service Level Agreement (“SLA”) forms part of our Terms of Service.
99.5% is the floor we put in writing, not the level we run at. In our latest measurement window, 99.994% of requests to our production cloud services were served successfully. That figure is a request success rate and a past result; it is not part of this commitment.
02
What is covered
This SLA covers the parts of the platform we operate ourselves:
- The console at console.amomic.in, where you configure agents, read conversations and manage your workspace.
- The public API, including webhooks we send to you.
- The AI agent runtime: our processing of conversations on web chat, WhatsApp, email and voice once they reach our platform.
Together these are the “Covered Services”. Delivery over networks we do not run (a carrier’s phone network, WhatsApp’s own infrastructure, an email provider) is outside the SLA. See Exclusions.
03
How uptime is measured
- Downtime is any minute in which any one of the Covered Services is unavailable: valid requests to it fail with a server error or receive no response. An agent runtime that is down counts as Downtime even while the console still loads.
- Monthly Uptime Percentage is the total minutes in the calendar month, minus Downtime minutes, divided by the total minutes in the month.
- Downtime is determined from our monitoring and service logs. If you report an outage, we will review it alongside any evidence you send.
For scale: 99.5% allows about 3 hours 36 minutes of Downtime in a 30-day month.
04
Service credits
If the Monthly Uptime Percentage falls below 99.5%, you may claim a service credit on the subscription fee for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.5%, at or above 99.0% | 10% of that month’s fee |
| Below 99.0%, at or above 95.0% | 25% of that month’s fee |
| Below 95.0% | 50% of that month’s fee |
- Service credits are calculated on the plan subscription fee for the affected month. On yearly billing, that is one-twelfth of the yearly fee. Usage charges and prepaid credits are not part of the base.
- Service credits are applied against your future subscription invoices. They are separate from prepaid credits, are never added to your credit balance, and have no cash value on their own.
- Service credits for a single month never exceed 50% of that month’s fee.
- The Free plan carries the same uptime commitment but no fee, so no credit applies to it.
05
How to claim
Email support@amomic.in with the subject “SLA credit request” within 30 days of the end of the affected month. Include your workspace name and the dates and times you were affected. We will confirm or decline the claim, with our measured figure for that month, within 15 business days. Your account must be in good standing, with no overdue invoices, when you claim.
06
Exclusions
Downtime does not include unavailability caused by:
- Third-party services we do not control, including telecom carriers, WhatsApp and Meta, email providers, AI model providers and payment processors. See our Subprocessors list.
- Scheduled maintenance that we announce at least 48 hours in advance.
- Your own systems: your network, devices, integrations, configuration, or use of the Services against our documentation.
- Suspension, throttling or pausing under the Terms of Service or the Acceptable Use Policy, including for non-payment, and channels paused because your prepaid balance or plan allowance has run out.
- Beta, preview or early-access features, as set out in the Terms of Service.
- Events beyond our reasonable control, such as natural disasters, war, government action, or widespread internet or power failures.
07
Sole remedy
Service credits are your sole remedy for a Monthly Uptime Percentage below the commitment in this SLA. They do not limit the refunds for service failure or material reduction of service in our Refund & Cancellation Policy: where both apply to the same period, you may choose either, not both. Enterprise customers may agree different levels or remedies in a signed contract. Where they do, that contract takes precedence over this page.
08
Changes to this SLA
We may update this SLA. We will not reduce the uptime commitment or the credit levels during a billing period you have already paid for, and we will give at least 30 days’ notice of any change that reduces them.
Questions about this policy?
Write to us and mention “Service Level Agreement” in the subject line — we read and answer every message.
support@amomic.in