Je construis des produits IA qu’on peut vérifier.

Service Level Agreement

This Service Level Agreement ("SLA") applies to the services provided by Acme Corporation under the Master Services Agreement.

1. Uptime Commitment

Provider commits to a monthly uptime of 99.9% for the production service. Uptime is measured per calendar month and excludes scheduled maintenance windows.

2. Service Credits

If monthly uptime falls below the commitment, the Customer is entitled to a service credit calculated as a percentage of that month's fees:

• Uptime from 99.0% up to 99.9%: 10% credit.
• Uptime from 95.0% up to 99.0%: 25% credit.
• Uptime below 95.0%: 50% credit.

Service credits are the Customer's sole and exclusive remedy for availability failures and must be claimed in writing within thirty (30) days of the affected month.

3. Support Response Times

Provider responds to support requests according to severity:

• Priority 1 (critical, service unavailable): within one (1) hour.
• Priority 2 (high, major feature impaired): within four (4) business hours.
• Priority 3 (normal): within one (1) business day.

4. Scheduled Maintenance

Routine maintenance is performed on Sundays between 02:00 and 06:00 UTC. Provider gives at least forty-eight (48) hours' advance notice of any scheduled maintenance, which does not count against the uptime commitment.