Service Level Agreement
Last updated: April 7, 2026
1. Scope
This Service Level Agreement ("SLA") applies to the Pragnanz platform hosted at pragnanz.ai and app.pragnanz.ai. It defines our commitment to service availability, performance, and support response times for Pro, Pragna, and Enterprise plans.
2. Uptime Commitment
We target 99.9% monthly uptime for the core platform, excluding scheduled maintenance windows and third-party AI provider outages.
Uptime is calculated as:
(Total minutes − Downtime minutes) / Total minutes × 100
3. Exclusions
The following are not counted as downtime:
- Scheduled maintenance (announced 48+ hours in advance)
- Third-party AI provider outages (OpenAI, Anthropic, Google, xAI)
- Issues caused by customer actions or configurations
- Force majeure events
4. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Platform completely unavailable | 1 hour |
| High | Major feature degraded | 4 hours |
| Medium | Minor feature issue | 1 business day |
| Low | General question or request | 2 business days |
5. Service Credits
If monthly uptime falls below 99.9%, Pro, Pragna, and Enterprise customers may request service credits proportional to the downtime experienced. Credit requests must be submitted within 30 days of the incident.
6. Contact
For support inquiries, contact us at support@pragnanz.ai. For enterprise SLA customization, reach out to contact@pragnanz.ai.