1. Scope and Definitions
This Service Level Agreement ("SLA") describes the availability commitment, service credits, and support response targets that ROGA AI LIMITED ("we," "us," or "our") provides for The AI CMO. It forms part of, and is governed by, our Terms of Service. It applies to paid subscription plans. For Enterprise customers, a written order form may set out different or additional service levels; where it does, the order form prevails.
"Covered Services" means:
- The AI CMO web application;
- The platform APIs, including event ingestion and the message send API;
- The platform's message-dispatch pipeline, up to the point of hand-off to the relevant delivery provider or destination platform (see Section 6).
"Downtime" means a period during which the Covered Services are materially unavailable to all customers, as measured by our monitoring systems. Downtime does not include anything listed in Section 4 (Exclusions).
"Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total number of minutes in the month, expressed as a percentage.
2. Availability Commitment
We target a Monthly Uptime Percentage of 99.9% for the Covered Services.
Availability is measured platform-wide per calendar month. Our monitoring records are the authoritative source for determining Downtime and the Monthly Uptime Percentage; we will share the relevant records with you as part of any service-credit claim we assess.
3. Service Credits
If the Monthly Uptime Percentage falls below the commitment in a calendar month, you are entitled to a service credit calculated as a percentage of the subscription fee attributable to that month (for quarterly or annual prepayment, one third or one twelfth of the amount paid, respectively):
| Monthly Uptime Percentage | Service credit |
|---|
| Below 99.9% but at or above 99.0% | 2% of the monthly fee |
| Below 99.0% but at or above 98.0% | 5% of the monthly fee |
| Below 98.0% | 10% of the monthly fee |
To claim a credit:
- Email hello@theaicmo.com within thirty (30) days after the end of the calendar month in which the Downtime occurred;
- Include the dates, times, and a description of the unavailability you experienced;
- We verify claims against our monitoring records and respond within ten (10) business days.
Approved credits are applied against future invoices; they are not redeemable for cash and do not survive termination of your subscription. Total service credits for a calendar month will not exceed 10% of the fee attributable to that month. Service credits are your sole and exclusive remedy for any failure to meet the availability commitment.
4. Exclusions
The following do not count as Downtime:
- Scheduled maintenance performed in accordance with Section 5, and emergency maintenance;
- Unavailability caused by factors outside our reasonable control, including force majeure events, internet or DNS failures outside our systems, and denial-of-service or similar attacks that we take reasonable steps to mitigate;
- Issues resulting from your equipment, software, network, configuration, or from your breach of the Terms of Service, including suspension of your account and enforcement of usage allowances;
- Sending providers and credentials you bring yourself (for example your own SMTP, email, or SMS provider accounts) and their availability;
- Third-party destination platforms and delivery networks as described in Section 6;
- Features identified as beta, preview, or early access;
- Free plans and trials, which are provided without an availability commitment.
5. Scheduled Maintenance
- We give at least forty-eight (48) hours' notice of scheduled maintenance that we expect to make the Covered Services unavailable, by email or in-product notice;
- We schedule maintenance outside peak hours (targeting outside 08:00–20:00 CET on business days) wherever practicable;
- Scheduled maintenance excluded from Downtime will not exceed four (4) hours in any calendar month;
- Emergency maintenance – for example, urgent security patching – may be performed without prior notice and is kept as short as practicable.
6. Message Delivery
The AI CMO orchestrates messaging across channels that are ultimately delivered by systems we do not operate. Our commitment covers accepting your sends and dispatching them to the relevant delivery provider, carrier, or platform. The following are outside our control and are not covered by this SLA:
- Inbox placement and filtering decisions of mailbox providers – deliverability depends on sender authentication, domain reputation, list quality, and content;
- Mobile carrier networks and routes for SMS delivery;
- WhatsApp and other messaging platforms, including their template approval and messaging policies;
- Push notification services operated by device and browser vendors;
- Social networks and advertising platforms to which content or audiences are published.
We do not guarantee delivery, placement, open, or rendering of any individual message on any channel.
7. Support and Response Times
Support is available in-product and by email at hello@theaicmo.com. Business hours are Monday to Friday, 09:00–18:00 CET, excluding public holidays.
7.1 Severity Levels
- Severity 1 – the Covered Services are down, or message sending is failing platform-wide;
- Severity 2 – a core feature is materially degraded and no reasonable workaround exists;
- Severity 3 – partial or non-core impairment where a workaround exists;
- Severity 4 – general questions, how-to requests, and cosmetic issues.
We assign severity acting reasonably, based on the information available when an issue is reported.
7.2 First-Response Targets
| Severity | Paid plans | Enterprise |
|---|
| Severity 1 | 4 business hours | 2 hours, around the clock |
| Severity 2 | 1 business day | 8 business hours |
| Severity 3 | 3 business days | 2 business days |
| Severity 4 | 5 business days | 5 business days |
A first-response target is the time to a substantive human response, not a resolution guarantee. For Severity 1 issues we work continuously until service is restored or a workaround is in place. Enterprise order forms may include additional support services, such as a named contact and included support hours.
8. Incident Communication
For Severity 1 incidents, we notify affected customers by email or in-product notice without undue delay once the incident is confirmed, and again when it is resolved. Enterprise customers may request a written post-incident summary – cause, impact, and remediation – which we provide within five (5) business days of resolution.
9. Data Backup and Continuity
Production customer data is backed up automatically at least once every twenty-four (24) hours. Backups are stored with our managed infrastructure providers, and we maintain commercially reasonable disaster-recovery procedures designed to restore the Covered Services promptly in the event of a significant failure. Data retention and deletion are governed by our Terms of Service and Privacy Policy.
10. Changes to this SLA
We may update this SLA from time to time. If a change materially reduces the service levels, we will give at least thirty (30) days' notice by email or in-product notice before it takes effect. The version published on this page governs, except where an Enterprise order form agrees different levels, in which case the order form prevails.