Service Level Agreement

This Service Level Agreement ("SLA") describes the availability commitments Bhogar makes for the Platform and the service credits available if we miss them. This SLA forms part of the Master Subscription Agreement.

Business plan

99.9% monthly uptime (≤ 43m 49s downtime/month).

Enterprise plan

99.95% monthly uptime (≤ 21m 56s downtime/month). Multi-region active-passive available on request.

Enterprise + HA add-on

99.99% monthly uptime (≤ 4m 23s downtime/month). Multi-region active-active across two availability zones.

Uptime

Percentage of total minutes in a calendar month that the Covered Services were available, calculated as (TotalMinutes − Downtime) / TotalMinutes × 100.

Downtime

Any period of three or more consecutive minutes during which the Covered Services return HTTP 5xx for ≥ 50% of representative requests sampled by our external probes (5+ regions).

Covered services

Authenticated REST and SSE APIs, the Portal UI, the Agents runtime, and the Knowledge Base ingest API. Excludes scheduled maintenance and items in §6.

Service credit

A credit against the next monthly invoice for the affected subscription, calculated per §4.

If monthly uptime falls below the committed level, customers on Business or higher plans may request service credits as the sole and exclusive remedy. Credits are calculated against the affected month's subscription fees.

< 99.9% but ≥ 99.0%

10% credit.

< 99.0% but ≥ 95.0%

25% credit.

< 95.0%

50% credit.

Maximum

Service credits in any month may not exceed 50% of the monthly subscription fees for the affected service.

Claiming credits

Submit a written claim via support@bhogar.ai within 30 days of the end of the affected month. Include incident timestamps and impacted endpoints.

Routine maintenance

Performed without downtime via rolling deployments. Announced 24 hours in advance on status.bhogar.ai if a brief read-only window is required.

Scheduled maintenance

Sundays 02:00-04:00 UTC. Announced 7 days in advance. Excluded from uptime calculations.

Emergency maintenance

For urgent security patches. Announced as soon as practicable. Limited to ≤ 30 minutes per quarter; counted against uptime if exceeded.

The following are not counted as Downtime for SLA purposes:

Force majeure

Events outside our reasonable control: natural disasters, war, government actions, internet backbone failures.

Customer issues

Misconfiguration, exceeding documented rate limits, account suspension for breach of terms, or customer-side network issues.

Third-party LLM providers

Outages of OpenAI, Anthropic, Google, AWS Bedrock, Azure OpenAI, or other model providers chosen by the customer. We provide automatic failover on Enterprise plans.

Beta features

Endpoints labelled "beta", "preview", or "experimental" in our docs. These have no SLA.

Scheduled maintenance

As described in §5.

P1 - Critical (service down)

Business: 4 hours. Enterprise: 1 hour, 24×7×365 with phone escalation.

P2 - High (major feature impacted)

Business: 8 business hours. Enterprise: 4 hours.

P3 - Medium (minor issue or question)

Business: 1 business day. Enterprise: 8 business hours.

P4 - Low (feature request, documentation)

Business: 3 business days. Enterprise: 2 business days.

Premium support add-on

Dedicated technical account manager, named on-call engineer, and quarterly business reviews.

Subscribe to incident notifications and view real-time platform status on our status page. SLA-related claims and questions: support@bhogar.ai.