SERVICE LEVEL AGREEMENT (SLA)¶

Last Updated: 04 Mar 2026

This Service Level Agreement ("SLA") defines the uptime commitments and service credits for the Brilio AI platform operated by Innovatica Technologies FZ-LLC.

Company information and standard definitions: See Shared Legal Definitions

1. SCOPE AND APPLICABILITY¶

1.1 Covered Services¶

This SLA applies to the core Brilio platform services including: - Web application and user interface - API endpoints for platform functionality - Agent creation and management features - Knowledge base processing and storage - User authentication and account management

1.2 Excluded Services¶

This SLA does not apply to: - Third-party AI model availability (Microsoft Foundry, OpenAI, Anthropic, Google) - Third-party service outages (Stripe, Azure services beyond our control) - Scheduled maintenance windows (with 24-hour notice) - Service interruptions caused by user actions or misconfigurations - Force majeure events as defined in the Terms of Service - Beta, preview, or experimental features - Free plan users (best-effort only)

2. UPTIME COMMITMENT¶

2.1 Monthly Uptime Percentage¶

We commit to 99.9% monthly uptime for the core Brilio platform services.

Calculation:

Monthly Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

2.2 Downtime Definition¶

"Downtime" means the period during which the core platform is unavailable and users cannot: - Access their accounts - View or manage their agents - Access the web application via standard browsers

Downtime does NOT include: - Scheduled maintenance (with 24-hour advance notice) - Outages affecting less than 5% of users - Degraded performance (slow response times) - Third-party service failures (AI models, payment processing) - Network connectivity issues outside our infrastructure - User-specific issues (account suspension, authentication problems)

2.3 Measurement Method¶

Uptime is measured using automated monitoring systems
Monitoring checks occur every 60 seconds from multiple geographic locations
Two consecutive failed checks from the same location constitute downtime
Downtime ends when service is restored and checks succeed

3. SCHEDULED MAINTENANCE¶

3.1 Maintenance Windows¶

We may perform scheduled maintenance that may temporarily affect platform availability.

Notice Requirements: - Standard Maintenance: 24-hour advance notice via email and platform notifications - Emergency Security Updates: Immediate deployment with notification during maintenance - Routine Updates: Deployed during low-traffic periods when possible

Frequency: - Standard maintenance: Maximum 4 hours per month - Scheduled during off-peak hours (typically 00:00-04:00 UTC)

3.2 Exclusion from SLA¶

Scheduled maintenance windows do not count against uptime calculations if: - Notice was provided at least 24 hours in advance - Maintenance completed within announced time window - Maintenance duration did not exceed 4 hours

4. SERVICE CREDITS¶

4.1 Credit Entitlement¶

If we fail to meet the 99.9% monthly uptime commitment, you are entitled to service credits as follows:

Monthly Uptime Achieved	Service Credit
< 99.9% but ≥ 99.5%	10% of monthly subscription fee
< 99.5% but ≥ 99.0%	25% of monthly subscription fee
< 99.0%	50% of monthly subscription fee

Example: - Subscription: $50/month - Uptime achieved: 99.4% - Service credit: $5 (10% of $50)

4.2 Credit Terms¶

Service Credits: - Applied as credits only, not cash refunds - Applied to your account for future subscription payments - Issued within 30 days of the end of the affected month - Valid for 12 months from issuance date - Maximum credit per month: 50% of monthly subscription fee - Cannot be transferred to other accounts or cashed out

Limitations: - Credits only available to paid subscription plans (Standard, Plus, Premium) - Free plan users are not eligible for service credits - Credits based on your subscription fee only (not credit top-up purchases)

4.3 Credit Request Process¶

To claim service credits:

Submit Request: Email support@brilio.ai within 30 days of the end of the month in which downtime occurred
Provide Information:
Account email address
Month and dates of claimed downtime
Description of service unavailability experienced
Supporting evidence (screenshots, error messages, timestamps)
Review: We will investigate the claim and respond within 10 business days
Issuance: Approved credits will be applied to your account within 30 days

Requirements: - You must be current on all payments - Account must be in good standing (no violations of Terms of Service) - Request must be submitted within 30-day window - You must have experienced actual downtime (not intermittent degraded performance)

4.4 Sole Remedy¶

Service credits are your sole and exclusive remedy for any failure to meet the SLA. We are not liable for any damages, losses, or costs arising from service unavailability beyond the service credits specified in this SLA.

5. THIRD-PARTY DEPENDENCIES¶

5.1 AI Model Providers¶

The platform relies on Microsoft AI Foundry (including OpenAI, Anthropic, Google models) for AI functionality.

No SLA Coverage: - We do not guarantee availability of any specific AI model - Model outages, rate limiting, or deprecations are excluded from our SLA - AI model response times and quality are not covered by this SLA

Best Efforts: - We monitor AI provider status and communicate known issues - We implement fallback mechanisms where technically feasible - We work with providers to resolve access issues promptly

5.2 Infrastructure Providers¶

Microsoft Azure: - Primary hosting: Azure Container Apps, Azure Database for MySQL - We leverage Azure's infrastructure SLAs (typically 99.95%+) - Azure outages affecting multiple regions may impact our service

Stripe: - Payment processing and subscription management - Stripe outages may prevent subscription changes but do not affect core platform usage - Existing subscriptions and credits continue to work during Stripe outages

Other Dependencies: - Google/LinkedIn SSO: Outages may prevent new logins via SSO (email/password login remains available) - Azure Communication Services: Email delivery delays may occur during provider outages

6. PERFORMANCE TARGETS¶

6.1 Response Time Targets¶

While not part of the uptime SLA, we target the following response times:

Web Application: - Page load time: < 3 seconds (95^th percentile) - API response time: < 500ms (95^th percentile) - Agent interaction response: < 2 seconds for first token (95^th percentile)

Note: These are targets, not commitments. Actual performance may vary based on: - User location and network connectivity - Complexity of agent queries - AI model response times - Concurrent user load

6.2 Support Response Times¶

By Plan Tier:

Plan	First Response Time	Business Hours
Free	Best effort	N/A
Standard	24 hours	Mon-Fri 9am-5pm UTC
Plus	12 hours	Mon-Fri 9am-6pm UTC
Premium	4 hours	Mon-Fri 8am-8pm UTC
Enterprise	1 hour (critical issues)	24/7

Support Channels: - Email: support@brilio.ai - In-platform support tickets - Enterprise: Dedicated Slack channel

7. MONITORING AND TRANSPARENCY¶

7.1 Status Page¶

We maintain a public status page showing: - Current platform status - Scheduled maintenance windows - Ongoing incidents and resolution progress - Historical uptime data

Access: https://status.brilio.ai (when available)

7.2 Incident Communication¶

During Incidents: - Real-time updates on status page - Email notifications to affected users - Estimated time to resolution (when available)

Post-Incident: - Root cause analysis for major outages (>30 minutes) - Remediation steps taken - Measures to prevent recurrence

7.3 Uptime Reporting¶

Monthly Reports: - Available in account dashboard - Shows actual uptime percentage achieved - Lists any downtime incidents - Displays earned service credits (if applicable)

8. SLA MODIFICATIONS¶

8.1 Changes to SLA¶

We may modify this SLA to reflect: - Infrastructure improvements - Changes to third-party dependencies - Industry best practices - Regulatory requirements

Notice: - 30 days' advance notice for changes that reduce commitments - Immediate effect for changes that improve commitments - Notification via email and platform announcements

8.2 Enterprise Custom SLAs¶

Enterprise customers may negotiate custom SLA terms including: - Higher uptime commitments (99.95% or 99.99%) - Dedicated infrastructure - Priority support - Custom service credits - Proactive monitoring and alerts

Contact sales@brilio.ai for Enterprise SLA inquiries.

9. DEFINITIONS¶

"Monthly Uptime Percentage": The percentage of total minutes in a calendar month during which the platform was available, calculated as specified in Section 2.1.

"Service Credit": A credit applied to your Brilio account that can be used toward future subscription payments, issued when we fail to meet the uptime commitment.

"Downtime": The period during which the core platform is unavailable as defined in Section 2.2.

"Scheduled Maintenance": Pre-announced platform maintenance windows that do not count against uptime calculations.

10. CONTACT INFORMATION¶

SLA Questions: Email: support@brilio.ai

Service Credit Claims: Email: billing@brilio.ai

Technical Support: Email: support@brilio.ai

Enterprise Sales: Email: sales@brilio.ai

Address: Innovatica Technologies FZ-LLC VUNE0632, Compass Building - Al Hulaila Al Hulaila Industrial Zone-FZ Ras Al Khaimah, United Arab Emirates

This SLA forms part of your agreement with Innovatica Technologies FZ-LLC and should be read in conjunction with the Terms of Service and other applicable agreements.