Service Level Agreement

Effective: December 22, 2025 · Last Updated: December 22, 2025

This Service Level Agreement ("SLA") is incorporated into and forms part of the agreement between Promptev, Inc. ("Promptev") and Customer, meaning the Promptev Terms of Service or, where the parties have signed one, a separate written agreement (either, the "MSA").

1. Uptime Commitment

Promptev will use commercially reasonable efforts to maintain the availability of the Services at a rate of 99.9% uptime per calendar month ("Monthly Uptime Percentage").

Monthly Uptime Percentage is calculated as:

(Total minutes in month − Downtime minutes) / Total minutes in month × 100

2. Definitions

"Downtime" means any period during which the Services are materially unavailable, as measured by Promptev’s monitoring systems. A period of unavailability begins when Promptev confirms the incident and ends when the Services are restored.
"Scheduled Maintenance" means planned maintenance for which Promptev provides at least twenty-four (24) hours’ advance notice. Scheduled Maintenance windows are excluded from Downtime calculations.

3. Exclusions

The following are excluded from Downtime calculations:

Scheduled Maintenance windows
Outages caused by factors outside Promptev’s reasonable control, including force majeure events, internet access issues, or DNS propagation
Failures of third-party services connected by Customer (including BYOK model providers)
Actions or inactions of Customer or Authorized Users
Features designated as "beta" or "preview"

4. Service Credits

If Promptev fails to meet the Monthly Uptime Percentage in any given month, Customer may request service credits as follows:

Monthly Uptime Percentage	Service Credit (% of monthly fee)
99.0% – 99.9%	10%
95.0% – 99.0%	25%
Below 95.0%	50%

5. Credit Request Procedure

Customer must submit a credit request to [email protected] within thirty (30) days of the end of the affected month
The request must include the dates and times of the claimed Downtime
Promptev will verify the claim against its monitoring data and respond within fifteen (15) business days
Approved credits will be applied to the next billing cycle. Credits are not redeemable for cash and may not exceed 50% of the monthly fee for the affected month

6. Sole Remedy

Service credits as described in this SLA are Customer’s sole and exclusive remedy, and Promptev’s sole and exclusive liability, for any failure to meet the Monthly Uptime Percentage. This SLA does not modify or limit Customer’s rights under Section 3 (Term and Termination) of the MSA.

7. Support Response Times

Plan	Severity 1 (Service Down)	Severity 2 (Degraded)	Severity 3 (General)
Free / Starter	Best effort	Best effort	Best effort
Pro	4 hours	8 hours	2 business days
Business	1 hour	4 hours	1 business day
Enterprise	30 minutes	2 hours	4 hours

Support hours are Monday through Friday, 9:00 AM to 6:00 PM (Gulf Standard Time, UTC+4), excluding UAE public holidays. Enterprise customers may negotiate 24/7 support in their Order Form.

Questions about this SLA? Contact us at [email protected].