This Service Level Agreement ("SLA") defines availability, performance and support commitments for Gneis Agency' ("Gneis Agency") SaaS platform and services (the "Services").
The SLA applies to Pro, Agency and Enterprise subscriptions. Lite subscriptions are not covered by SLA guarantees.
1. Definitions
- Uptime: Percentage of time when the Services are available and functional
- Downtime: Periods when the Services are unavailable due to system failures (excludes scheduled maintenance)
- Month: Calendar month
- Incident: Any disruption of the Services
- Major Incident: Critical incident affecting all users
- RTO (Recovery Time Objective): Maximum acceptable downtime
- RPO (Recovery Point Objective): Maximum acceptable data loss
2. Availability (Uptime)
2.1 Uptime Guarantees
| Plan | Monthly Uptime | Annual Uptime | Max Downtime/month |
|---|
| Pro | 99.5% | 99.5% | ~3.6 hours |
| Agency | 99.7% | 99.7% | ~2.2 hours |
| Enterprise | 99.9% | 99.9% | ~43 minutes |
2.2 Uptime Calculation
Uptime is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
2.3 Exceptions from Downtime
The following do not count as Downtime:
- Scheduled maintenance (notified at least 72 hours in advance)
- Force majeure events
- DDoS attacks or other external sabotage
- Customer's own network, browser or infrastructure
- Suspension due to breach or AUP violation
- Beta or preview features
- Third-party provider outages (LLM providers, hosting)
2.4 Scheduled Maintenance
- Frequency: Maximum once per month
- Duration: Maximum 4 hours
- Timing: Typically night/weekend (CEST)
- Notice: At least 72 hours via email and status page
- Emergency maintenance: May occur with short or no notice
3. Performance Targets
3.1 Response Times (API)
| Endpoint Type | Pro | Agency | Enterprise |
|---|
| Simple queries | < 2s | < 1.5s | < 1s |
| Complex analysis | < 10s | < 8s | < 5s |
| Report generation | < 30s | < 25s | < 20s |
*Measurements represent 95th percentile under normal load*
3.2 Web Interface
- Page load time: < 3 seconds (95th percentile)
- Time to interactive: < 5 seconds
- API response: < 1 second for standard requests
3.3 Throughput and Rate Limits
| Plan | API requests/hour | Concurrent users |
|---|
| Pro | 1,000/hour | 10 |
| Agency | 5,000/hour | 50 |
| Enterprise | Custom | Unlimited |
4. Data Security and Backup
4.1 Backup Frequency
- Incremental backup: Every 6 hours
- Full backup: Daily
- Geographic replication: Yes (EU regions)
4.2 Recovery Objectives
- RTO (Recovery Time Objective): 24 hours
- RPO (Recovery Point Objective): Maximum 24 hours data loss
4.3 Data Retention
- Active account: Full backup retention for 30 days
- After termination: Data available for 30 days (export period)
- Archived backup: Up to 90 days
5. Support Level
5.1 Support Channels
| Channel | Pro | Agency | Enterprise |
|---|
| Email | Yes | Yes | Yes |
| In-app chat | Yes | Yes | Yes |
| Phone | No | Yes | Yes 24/7 |
| Dedicated Slack | No | No | Yes |
| Account Manager | No | Optional | Yes |
5.2 Response Times
| Priority | Description | Pro | Agency | Enterprise |
|---|
| P1 - Critical | System down, no workaround | 4 hours | 2 hours | 1 hour |
| P2 - High | Major functionality affected | 8 hours | 4 hours | 2 hours |
| P3 - Medium | Minor issue, workaround available | 24 hours | 12 hours | 4 hours |
| P4 - Low | Questions, feature requests | 48 hours | 24 hours | 8 hours |
5.3 Support Hours
- Pro: Mon-Fri 9am-5pm CET (Danish holidays excluded)
- Agency: Mon-Fri 8am-8pm CET + weekend emergency
- Enterprise: 24/7/365 for P1 and P2, others Mon-Sun 8am-8pm CET
5.4 Resolution Times (targets)
| Priority | Pro | Agency | Enterprise |
|---|
| P1 | 24 hours | 12 hours | 4 hours |
| P2 | 3 days | 2 days | 1 day |
| P3 | 5 days | 3 days | 2 days |
| P4 | Best effort | 7 days | 5 days |
6. Incident Management
6.1 Severity Levels
P1 - Critical:
- Entire platform is down
- Data loss or security breach
- Affects all or most users
P2 - High:
- Major functionality unavailable
- Significant performance degradation
- Affects many users
P3 - Medium:
- Minor functionality affected
- Workaround available
- Affects few users
P4 - Low:
- Cosmetic errors
- Feature requests
- General questions
6.2 Escalation
Automatic escalation if:
- P1: No response within 1 hour → to CTO
- P2: No progress within 4 hours → to Engineering Lead
- P3: No resolution within 72 hours → to Support Manager
6.3 Communication During Incidents
- Status page: https://status.gneis.io (updated in real-time)
- Email notifications: To all affected customers
- Post-mortem: Prepared for all P1/P2 incidents (delivered within 7 days)
7. SLA Credits for Non-Compliance
7.1 Credit Calculation
If monthly Uptime falls below guaranteed level:
| Uptime Achieved | Pro | Agency | Enterprise |
|---|
| < 99.5% (Pro) / 99.7% (Agency) / 99.9% (Enterprise) | 10% credit | 10% credit | 10% credit |
| < 99.0% | 20% credit | 20% credit | 20% credit |
| < 98.0% | - | 30% credit | 30% credit |
| < 95.0% | - | - | 50% credit |
Credit = Percentage of monthly subscription fee
7.2 How to Request SLA Credit
- Submit written request to sla@gneis.ai within 30 days after month end
- Specify date, time and duration of Downtime
- Gneis Agency verifies Downtime via logs
- Approved credit is added as refund in next invoice or extends subscription
7.3 Limitations
- Maximum 50% credit per month (even for longer Downtime)
- Credits do not replace actual losses or damages
- Credits are the sole remedy for SLA non-compliance
- Credits do not apply in case of Force Majeure or exceptions per section 2.3
8. Security
8.1 Security Certifications
Gneis Agency is working towards:
- ISO 27001 (Information Security Management)
- SOC 2 Type II (Security, Availability, Confidentiality)
Documentation available upon request for Enterprise customers.
8.2 Penetration Testing
- Frequency: At least annually
- Performed by: External certified firm
- Reporting: Summary available for Enterprise customers
8.3 Security Incident Response
- Initial response: Within 2 hours (all plans)
- Customer communication: Within 4 hours
- Preliminary report: Within 24 hours
- Full post-mortem: Within 7 days
9. Monitoring and Reporting
9.1 Status Page
Real-time status available at:
https://status.gneis.io
Includes:
- Current system status
- Scheduled maintenance
- Historical incidents
- Uptime statistics
9.2 Monthly SLA Reports (Agency & Enterprise)
- Uptime percentage
- Performance metrics
- Support tickets (volume, response/resolution times)
- Major incidents and resolution
- Available via dashboard or upon request
10. Changes to SLA
10.1 Improvements
Gneis Agency may improve SLA guarantees without notice.
10.2 Reductions
Reductions to SLA will be notified at least 90 days in advance.
10.3 Existing Customers
Enterprise customers with contract-based SLA are not affected by changes to standard SLA during contract period.
11. Contact
For SLA-related inquiries:
Gneis Agency
Pilestræde 52A
DK-1112 Copenhagen K
Denmark
SLA claims: sla@gneis.ai
Incident reporting: support@gneis.ai
Urgent (P1): urgent@gneis.ai or +45 [number]
Status: https://status.gneis.io
*This SLA is part of Gneis Agency's commitment to reliable and professional service delivery.*
