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APIR Intelligence · Legal
Service Level Agreement
Last updated: May 1, 2026
1.Uptime Commitment
| Plan | Uptime Target | Credit |
|---|---|---|
| Free Trust Passport | 99.5% | — |
| Governed Five™ | 99.9% | 10% monthly credit |
| Per-agent Core + packs | 99.9% | 10% monthly credit |
| Custom / fleet (100+ agents) | 99.95% | Per agreement |
2.Exclusions
Downtime caused by the following is excluded from SLA calculations: scheduled maintenance (with 48h notice), force majeure events, your equipment or third-party services, actions or inactions by you that cause the downtime, and beta or preview features.
3.Support Response Times
| Severity | Description | Response (custom / fleet agreements) |
|---|---|---|
| Critical | Service unavailable | 15 minutes |
| High | Major feature impaired | 1 hour |
| Medium | Non-critical issue | 4 hours |
| Low | General inquiry | 1 business day |
4.Requesting Credits
To request SLA credits, submit a ticket to support@apir.ai within 30 days of the incident. Include the date, time, and duration of the downtime. Credits are applied to future invoices and do not constitute refunds.
5.Data Backup & Recovery
All Customer Data is backed up daily with 30-day retention. Point-in-time recovery is available on custom / fleet agreements. Backup integrity is verified quarterly.