Service Level Agreement

1. Service Commitment

Lalax Systems commits to maintaining a 99.9% uptime for all Pro subscription plans, measured monthly. This commitment excludes scheduled maintenance windows, which will be communicated at least 48 hours in advance.

2. Covered Services

This SLA applies to:

• AI Agent API endpoints
• RAG Knowledge Base queries
• Chat Widget functionality
• Image and content generation APIs
• Dashboard and web application

3. Service Credits

If uptime falls below 99.9%, customers are eligible for service credits:

• 99.0% - 99.9%: 5% monthly credit
• 95.0% - 98.9%: 10% monthly credit
• Below 95.0%: 25% monthly credit
• Credits are applied to the next billing cycle

4. Exclusions

The SLA does not cover:

• Downtime due to customer-side issues or misconfiguration
• Third-party service outages (OpenAI, Anthropic, Stripe, etc.)
• Planned maintenance with prior notice
• Force majeure events
• Free tier and trial accounts

5. Reporting Downtime

To claim a service credit, you must submit a support ticket within 5 business days of the downtime incident. We will verify uptime using our monitoring systems and apply credits within 30 days.

6. Monitoring

We monitor service availability using external monitoring services and internal metrics. Current status is available at status.lalax.com.