Service Level Agreement (SLA)
Last updated: November 6, 2025
1. Service Availability Commitment
BrainPredict OÜ commits to the following uptime guarantees for our AI platform services:
| Subscription Tier | Uptime Guarantee | Max Downtime/Month |
|---|---|---|
| Starter (1-10 licenses) | 99.5% | 3.6 hours |
| Professional (11-25 licenses) | 99.9% | 43 minutes |
| Enterprise (26-50 licenses) | 99.95% | 22 minutes |
| Custom (51+ licenses) | 99.99% | 4.3 minutes |
Measurement Period: Uptime is calculated monthly from 00:00:00 UTC on the first day to 23:59:59 UTC on the last day of each calendar month.
2. Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations:
- Frequency: Maximum 4 hours per month
- Timing: Typically Sundays 02:00-06:00 CET (lowest usage period)
- Notification: Minimum 72 hours advance notice via email and status page
- Emergency Maintenance: May be performed with 24 hours notice for critical security updates
3. Support Response Times
Support response times vary by subscription tier and issue severity:
| Severity | Starter | Professional | Enterprise | Custom |
|---|---|---|---|---|
| Critical (P1) | 24 hours | 8 hours | 4 hours | 1 hour |
| High (P2) | 48 hours | 24 hours | 8 hours | 4 hours |
| Medium (P3) | 5 days | 3 days | 2 days | 1 day |
| Low (P4) | 10 days | 7 days | 5 days | 3 days |
Severity Definitions:
- P1 (Critical): Complete service outage affecting all users
- P2 (High): Major functionality unavailable or severely degraded
- P3 (Medium): Partial functionality impaired, workaround available
- P4 (Low): Minor issue, feature request, or general inquiry
4. Service Credits
If we fail to meet our uptime commitment, you are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.5% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to Claim: Service credits must be requested within 30 days of the incident by emailing support@brainpredict.ai with details of the outage.
Credit Application: Credits are applied to your next monthly invoice and cannot be redeemed for cash.
5. Exclusions
The SLA does not apply to service unavailability caused by:
- Scheduled Maintenance: Announced maintenance windows
- Force Majeure: Natural disasters, war, terrorism, pandemics, government actions
- Customer Actions: Misuse, abuse, or violation of Acceptable Use Policy
- Third-Party Services: Failures of customer's internet, hardware, or third-party integrations
- Customer Infrastructure: Issues with on-premises deployment controlled by customer
- DDoS Attacks: Distributed denial-of-service attacks (we will work to mitigate)
- Beta Features: Features explicitly marked as "beta" or "experimental"
6. Monitoring and Reporting
We provide transparent monitoring and reporting:
- Status Page: Real-time service status at status.brainpredict.ai
- Incident Notifications: Automatic email alerts for P1/P2 incidents
- Monthly Reports: Uptime reports available in Customer Portal (Enterprise+ tiers)
- Historical Data: 12 months of uptime history available on request
7. Escalation Procedures
If you are not satisfied with support response, follow this escalation path:
- Level 1: Support Team - support@brainpredict.ai
- Level 2: Technical Lead - support@brainpredict.ai
- Level 3: CTO - info@brainpredict.ai
- Level 4: CEO - info@brainpredict.ai
Escalation Timing: If no response within committed timeframe, escalate to next level immediately.
8. Performance Metrics
In addition to uptime, we monitor and optimize:
- API Response Time: 95th percentile < 500ms
- AI Model Inference: 95th percentile < 2 seconds
- Dashboard Load Time: 95th percentile < 3 seconds
- Data Processing: Batch jobs complete within 24 hours
9. Data Backup and Recovery
We maintain robust backup and disaster recovery procedures:
- Backup Frequency: Continuous replication + daily snapshots
- Retention Period: 30 days of daily backups, 12 months of monthly backups
- Recovery Time Objective (RTO): 4 hours for complete service restoration
- Recovery Point Objective (RPO): Maximum 1 hour of data loss
- Geographic Redundancy: Data replicated across multiple EU data centers
10. Contact Information
For SLA-related questions or to report service issues:
BrainPredict OÜ - Technical Support
Email: support@brainpredict.ai
Emergency Hotline: +372 6630414 (Enterprise+ only)
Status Page: status.brainpredict.ai
Address: Harju maakond, Tallinn, Kesklinna linnaosa, Jõe tn 3-314, 10151, Estonia
Registry Code: 17352111