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Service Level Agreement

This SLA describes the availability, support and service credits that apply to the Renaiss platform for customers on an active paid subscription.

Last updated: 22 June 2026

1. Scope

This Service Level Agreement ("SLA") applies to the production environments of the Renaiss Services and supplements the Terms & Conditions. It does not apply to free trials, beta features, or environments deployed and operated solely by the Customer.

2. Availability commitment

Renaiss targets a Monthly Uptime Percentage of 99.9% for the production Services. Uptime is measured as the total minutes in a calendar month less Downtime, divided by the total minutes in that month.

3. Definitions

  • "Downtime" means a period in which the production Services are unavailable, excluding Scheduled Maintenance and Exclusions.
  • "Scheduled Maintenance" means planned maintenance for which we give at least 48 hours' notice.
  • "Service Credit" means a credit applied against future fees when the availability commitment is not met.

4. Support and response times

Support requests are triaged by severity:

  • Severity 1 (production down): first response within 1 hour, 24/7.
  • Severity 2 (major degradation): first response within 4 business hours.
  • Severity 3 (minor issue or question): first response within 1 business day.

5. Service credits

If the Monthly Uptime Percentage falls below the commitment, you may request a Service Credit:

  • 99.0% to 99.9%: 5% of the monthly fee.
  • 95.0% to 99.0%: 10% of the monthly fee.
  • Below 95.0%: 25% of the monthly fee.

6. Exclusions

The availability commitment does not cover Downtime caused by:

  • Factors outside our reasonable control, including force majeure and failures of the public internet.
  • Customer equipment, software, network or configuration.
  • Suspension due to non-payment or breach of the Terms.
  • Scheduled Maintenance or emergency maintenance required for security.

7. Claiming credits

To claim a Service Credit, contact support@renaiss.ai within 30 days of the end of the affected month, including dates, times and a description of the impact. Service Credits are your sole and exclusive remedy for any failure to meet the availability commitment.

8. Contact

For SLA questions and incident reports, contact support@renaiss.ai.

This document is provided for general information. It does not constitute legal advice and may be superseded by the specific agreement signed with your organisation. For a tailored version, contact legal@renaiss.ai.