Service Level Agreement (SLA)

1. Service Availability Commitment

What is Covered:

• Core platform functionality and user interface
• API endpoints and services
• Authentication and authorization systems
• Data storage and retrieval operations
• AI-powered features and automation workflows

Exclusions from SLA:

The following are excluded from our uptime calculation:

• Scheduled Maintenance: Pre-announced maintenance windows with at least 48 hours notice
• Third-Party Services: Downtime or issues caused by external services (Slack, Telegram, LinkedIn, Google, OpenAI)
• Force Majeure: Events beyond our reasonable control including natural disasters, war, terrorism, riots, or government actions
• User-Caused Issues: Problems resulting from misuse, unauthorized modifications, or violation of terms of service
• Internet Connectivity: Issues with your internet service provider or network infrastructure
• Emergency Maintenance: Unscheduled maintenance required to address critical security vulnerabilities

2. Service Performance Standards

3. Support Response Times

We provide the following support response commitments based on issue severity:

4. Monitoring and Reporting

System Monitoring:

• 24/7 automated monitoring of all critical systems and services
• Real-time alerts for service degradation or outages
• Performance metrics tracking for response times and error rates
• Proactive identification of potential issues before they impact users

Incident Communication:

• Status updates posted to our status page during incidents
• Email notifications for major service disruptions
• Post-incident reports for critical outages
• Transparency in root cause analysis and remediation steps

5. Maintenance Windows

Scheduled Maintenance:

• Frequency: Typically performed monthly or as needed
• Notification: Minimum 48 hours advance notice via email
• Duration: Standard maintenance windows are 2-4 hours
• Timing: Scheduled during off-peak hours (typically weekends or late night IST)
• Impact: Service may be partially or fully unavailable during maintenance

Emergency Maintenance:

• Performed without advance notice when necessary for security or critical issues
• Users notified as soon as possible during the maintenance window
• Completed as quickly as possible to minimize disruption

6. Service Credits and Remedies

If we fail to meet our 99.5% uptime commitment in any calendar month, eligible customers may request service credits according to the following schedule:

Credit Request Process:

• Service credits must be requested within 30 days of the end of the month in which the SLA violation occurred
• Submit credit requests to support@superdriven.in with "SLA CREDIT REQUEST" in the subject line
• Include your account information and details of the service disruption
• We will review and respond to credit requests within 15 business days
• Credits will be applied to your next billing cycle

7. Data Security and Privacy

Security Commitments:

• Industry-standard encryption for data in transit (TLS 1.2+) and at rest (AES-256)
• Regular security audits and vulnerability assessments
• Prompt patching of identified security vulnerabilities
• Secure authentication mechanisms including OAuth 2.0
• Role-based access control and permission management

Data Protection:

• Your data is stored in secure, redundant infrastructure
• Automated daily backups with 30-day retention
• Data isolation between customer accounts
• Compliance with applicable data protection regulations
• Secure deletion of data upon account termination (after 30-day grace period)

For detailed information about data handling, please refer to our Privacy Policy.

8. Third-Party Service Dependencies

SuperDriven AI integrates with various third-party services. While we strive to provide reliable service, we cannot guarantee the availability or performance of these external services:

• OpenAI API: AI-powered features depend on OpenAI service availability
• Slack API: Slack integration functionality relies on Slack's infrastructure
• Telegram API: Telegram messaging features depend on Telegram's services
• LinkedIn API: LinkedIn integration subject to LinkedIn's API availability
• Google APIs: Google-related features depend on Google's services

Issues caused by third-party service outages are excluded from our SLA commitments. We will work diligently to implement workarounds and communicate with users when third-party issues affect our service.

9. User Responsibilities

To ensure optimal service quality, users are responsible for:

• Maintaining secure account credentials and enabling two-factor authentication when available
• Using the service in accordance with our Terms of Service
• Providing accurate and complete information when reporting issues
• Maintaining compatible browsers and systems as specified in our documentation
• Regularly reviewing connected integrations and permissions
• Promptly reporting security concerns or suspicious activity
• Keeping contact information up to date for service notifications

10. Limitations and Disclaimers

11. SLA Modifications

We reserve the right to modify this SLA at any time. Changes to this SLA will be:

• Posted on our website with an updated "Effective Date"
• Communicated to users via email at least 30 days before taking effect
• Applied to all users upon the effective date

Continued use of the service after changes take effect constitutes acceptance of the modified SLA.

12. Contact Information

For questions about this SLA or to report service issues: