This SLA applies to production use of paid Blunox Services during an active Subscription Term. It does not apply to free trials, beta features, sandbox environments, or free-tier accounts.
Plan applicability. Uptime targets below are published for all paid plans. Service Credits (Section 2) are available only on Enterprise plans and on annual Business plans; Starter and monthly Business subscriptions receive the uptime target as a service objective without a credit remedy. An Order Form may state a different SLA tier.
Blunox will make each Service available with a Monthly Uptime Percentage of at least:
| Plan | Monthly Uptime Percentage |
|---|---|
| Standard | 99.5% |
| Enterprise | 99.9% |
"Monthly Uptime Percentage" = (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the calendar month × 100. "Downtime" means the Service is unavailable to all of Customer's Users, as measured by Blunox's monitoring systems, excluding Exclusions (Section 3).
If the Monthly Uptime Percentage falls below the commitment, Customer is entitled to a Service Credit against future invoices:
| Monthly Uptime Percentage (Enterprise / annual Business) | Service Credit (% of monthly fees for the affected Service) |
|---|---|
| < 99.9% but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits must be claimed within 30 days of the end of the affected month by emailing support@blunox.ai with dates and times of Downtime. Credits are Customer's sole and exclusive remedy for availability failures, are capped at 50% of the monthly fee for the affected Service, and have no cash value — except that if the Monthly Uptime Percentage falls below the commitment in 3 consecutive months or any 4 months in a rolling 12-month period, Customer may terminate the affected Order Form on 30 days' notice and receive a prorated refund of prepaid fees.
Downtime does not include unavailability caused by: (a) scheduled maintenance announced at least 48 hours in advance and performed within published maintenance windows (max 4 hours/month); (b) emergency maintenance necessary to address a security vulnerability; (c) factors outside Blunox's reasonable control, including internet or third-party cloud provider failures beyond the hosting environment Blunox manages; (d) Customer's or Users' acts or omissions, equipment, software, or connectivity; (e) suspension permitted under the Agreement; or (f) free, trial, or beta features.
| Standard | Enterprise | |
|---|---|---|
| Channels | Email, in-app | Email, in-app, phone/escalation |
| Hours | Business hours (Mon–Fri, 9:00–18:00 GST / UTC+4) | 24×7 for Severity 1 |
| Severity 1 (production down) first response | 8 business hours | 1 hour |
| Severity 2 (major degradation) | 12 business hours | 4 hours |
| Severity 3 (minor issue / question) | 2 business days | 1 business day |
Status page: a public status page is coming soon; until then, incident updates are sent by email.
Questions about this document can be sent to legal@blunox.ai.