Service Level Agreement

1. Definitions

Service. A MIOSA product surface covered by this SLA, as named in your order form or enterprise agreement, such as the API, the dashboard, or App Engine.

Monthly uptime percentage. The percentage of total minutes in a calendar month during which the Service was available, calculated as:

(total minutes in the month − minutes of downtime) / total minutes in the month × 100

Downtime. The minutes in a calendar month during which the Service is unavailable to you, as measured by our monitoring, excluding the exclusions in section 3.

Monthly fee. The recurring fee you paid for the affected Service in the month in which the downtime occurred, excluding usage-based charges, overages and taxes.

Service credit. A credit applied against a future invoice for the affected Service, calculated as a percentage of the monthly fee.

2. Uptime commitment

MIOSA commits to a monthly uptime percentage of at least 99.9% for each Service covered by this SLA, on Enterprise plans. If we fall short in a given calendar month, and you meet the claim requirements in section 5, you are eligible for the service credits in section 4.

3. Exclusions

Downtime does not include unavailability caused by any of the following:

• Scheduled maintenance announced at least 48 hours in advance through the status page or email.
• Force majeure, including natural disasters, war, terrorism, civil unrest, and government action.
• Customer-caused issues, including misconfiguration, workload code, exceeding plan limits, or abuse of the platform.
• Beta or experimental features, which are provided without an SLA unless stated otherwise.
• Third-party outages outside our control, including DNS, identity providers, and other services you choose to integrate.
• BYOK model providers. Availability of AI inference depends on the model provider you configure and is not covered by this SLA.
• Your equipment, software or network, or any failure of the public internet between you and our data centers.
• Suspension of your account for breach of the Terms of Service or Acceptable Use Policy.

4. Service credits

If the monthly uptime percentage for a Service is below the commitment, you may claim a service credit as a percentage of the monthly fee for that Service:

Monthly uptime percentage	Service credit
Below 99.9% but at least 99.0%	10% of the monthly fee
Below 99.0% but at least 95.0%	25% of the monthly fee
Below 95.0%	50% of the monthly fee

Service credits are capped at 50% of the monthly fee for the affected Service in the affected month, and are applied to future invoices. They are not refunds and are not payable in cash.

5. How to claim a service credit

To claim a service credit, email support@miosa.ai within 30 days of the end of the month in which the downtime occurred. Include your account or organization identifier, the affected Service, and the dates and times of the downtime you are claiming for. We will review the claim against our monitoring data and respond within 30 days. Approved credits are applied to a future invoice.

6. Sole remedy

Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment, in place of any other remedy at law or in equity. This section does not limit your rights under the Terms of Service for other kinds of claims.

7. Measurement

We measure availability with our own monitoring and publish current and historical service status at status.miosa.ai. The status page is the primary record of incidents used to assess claims. Where our monitoring and your observations differ, we will work with you in good faith to reconcile them.

8. Changes

We may update this SLA for new agreements or in a signed enterprise agreement. The version that applies to you is the one in effect on the date of your order, unless your agreement says otherwise. Questions about this SLA can go to enterprise@miosa.ai.