Service Level Agreement (SLA) - Nygma.ai

Last Updated: March 18, 2025

This Service Level Agreement outlines the service level commitments provided by Genie9 LTD for the Nygma.ai service. This SLA forms part of our Terms of Service and End User License Agreement (EULA).

1. Service Availability Commitment

1.1 Uptime Guarantee

• We strive to maintain 99.9% Monthly Uptime Percentage for the Nygma.ai service
• "Monthly Uptime Percentage" is calculated as: (Total minutes in a calendar month – Downtime) ÷ (Total minutes in a calendar month) × 100

1.2 Definition of Downtime

"Downtime" means periods when the Service is unavailable for access and use. Downtime excludes:

• Scheduled Maintenance (as defined in Section 3)
• Force Majeure events (as defined in Section 6)
• User-side issues including internet connectivity problems
• Failures related to third-party services or integrations not controlled by Genie9

1.3 Service Regions

• This SLA applies to all users globally accessing the Service
• Service availability may vary slightly across geographic regions
• We monitor service performance from multiple global locations

2. Performance Metrics

2.1 Response Time Targets

• API response times: 95% of requests processed within 2 seconds
• File upload/download: Speeds dependent on user's internet connection and file size
• Sync operations: Changes reflected across devices within 30 seconds under normal conditions

2.2 Data Integrity

• We maintain 99.999% data integrity for stored files
• All data is encrypted using AES-256 encryption
• Multiple backup copies are maintained across geographically distributed data centers

2.3 Security Metrics

• Zero-knowledge architecture ensures we cannot access user data
• Regular security audits and penetration testing
• Immediate notification of any potential security incidents

4. Service Credits and Remedies

4.1 Service Credit Eligibility

Service credits may be issued if Monthly Uptime Percentage falls below our commitment:

• Less than 99.9% but equal to or greater than 99.0%: 10% service credit
• Less than 99.0% but equal to or greater than 95.0%: 25% service credit
• Less than 95.0%: 50% service credit

4.2 Service Credit Limitations

• Service credits are applied as account credit for future service fees
• Service credits cannot exceed 50% of monthly subscription fees
• Service credits do not extend subscription periods
• Credits must be requested within 30 days of the end of the affected month

4.3 Service Credit Process

To request service credits, contact support with:

• Account details and subscription information
• Dates and times of service issues experienced
• Description of the service impact

We will investigate and respond within 5 business days

8. Support Response Times

8.2 Response Time Targets

Priority levels and target response times:

• Critical (service unavailable): 1 hour
• High (major functionality impaired): 4 hours
• Medium (minor issues): 24 hours
• Low (general questions): 48 hours

8.3 Support Hours

• Email support: 24/7 for critical issues, business hours for others
• Business hours: Monday-Friday, 9:00 AM - 6:00 PM GMT
• Response times may be longer during weekends and holidays for non-critical issues