Service Level Agreement

Uptime commitments and support guarantees for Genie9 cloud services

Last updated: January 15, 2024 | Effective: February 1, 2024

SLA Coverage

This Service Level Agreement applies to:

BigMind Cloud

Business and Enterprise plans

99.9% SLAPriority Support

GCloud Business

Professional and Team plans

99.5% SLAStandard Support

Note: This SLA does not apply to free tiers, trial accounts, or desktop software.

1. Uptime Commitment

Service Availability

BigMind Cloud (Business/Enterprise)

99.9%

Maximum downtime: 43.2 minutes/month

GCloud Business

99.5%

Maximum downtime: 3.6 hours/month

Measurement

Availability measured monthly on a per-account basis
Calculated as: (Total Minutes - Downtime Minutes) / Total Minutes × 100
Monitored 24/7 from multiple geographic locations

2. Service Credits

If we fail to meet our uptime commitment, you're eligible for service credits:

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

How to claim: Submit a support ticket within 30 days of the incident with your account details and affected time period.

3. SLA Exclusions

The SLA does not apply to unavailability caused by:

•Scheduled maintenance (notified 48 hours in advance)
•Emergency maintenance for critical security patches
•Force majeure events (natural disasters, war, etc.)
•Customer equipment, software, or network issues
•Suspension due to Terms of Service violations
•API usage beyond rate limits
•Beta features or preview services

4. Support Response Times

Response Time Guarantees

Critical (P1)

System down

Enterprise: 1 hour

Business: 4 hours

High (P2)

Major functionality impacted

Enterprise: 4 hours

Business: 8 hours

Medium (P3)

Minor functionality impacted

Enterprise: 24 hours

Business: 48 hours

Low (P4)

General inquiries

All plans: 72 hours

Support Channels

Enterprise

✓ 24/7 phone support
✓ Dedicated account manager
✓ Priority email/ticket queue
✓ Remote assistance

Business

✓ Business hours phone
✓ Priority email support
✓ Live chat
✓ Knowledge base access

5. Performance Guarantees

Service Performance

Upload Speed: Minimum 10 MB/s for files under 1GB
Download Speed: Minimum 25 MB/s for files under 1GB
API Response: 95% of requests under 200ms
Data Durability: 99.999999999% (11 nines)

Performance measured from our edge locations to customer premises with standard internet connectivity.

6. Data Protection & Recovery

Backup & Recovery Commitments

Backup Frequency: Continuous replication with snapshots every 4 hours
Recovery Point Objective (RPO): Maximum 4 hours of data loss
Recovery Time Objective (RTO): Full recovery within 24 hours
Geographic Redundancy: Data replicated across 3+ data centers

7. Monitoring & Reporting

Service Monitoring

• Real-time service status at status.genie9.com
• Monthly uptime reports sent to account administrators
• Incident notifications via email and SMS (configurable)
• Historical uptime data available in customer portal
• API for programmatic status monitoring

8. SLA Modifications

We may update this SLA with improvements:

• 30 days notice for any changes that reduce commitments
• Immediate effect for improvements to SLA terms
• Grandfathering of existing terms for active contracts
• Published changelog of all SLA updates

SLA Support Contact

Enterprise Support

Phone: +44 20 3880 1099

Email: enterprise@genie9.com

24/7 availability

Business Support

Phone: +44 20 3880 1059

Email: support@genie9.com

Mon-Fri 9AM-6PM GMT

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