Airgentic Service Level Agreement (SLA)

Last updated: 27 September 2026

Effective on and from the date you accept the Terms of Service

This Service Level Agreement ("SLA") forms part of the Airgentic Terms of Service and describes the service-availability commitments, exclusions, and service-credit remedies applicable to the Airgentic cloud platform ("Service").

Summary (non-binding): We target 99.9% monthly uptime. If availability falls below that threshold you may claim service credits, capped at 20% of the monthly fee (30% per calendar year).

1 Definitions

Monthly Uptime Percentage: 100% minus (Total Minutes of Downtime in the month divided by Total Minutes in the month) times 100.

Downtime: A period of 30 or more consecutive minutes during which the Service's API and web interface both return HTTP 5xx or do not complete requests within 60 seconds.

Excluded Downtime: Downtime caused by: (a) Scheduled Maintenance (see section 2.3); (b) factors outside our reasonable control (for example force-majeure events, Internet backbone issues, AWS or Azure outages); (c) your software, equipment, or misuse; (d) suspension under the Acceptable Use Policy; or (e) requests by you for maintenance or assistance.

Service Credit: A dollar credit applied to future invoices in accordance with section 4.

2 Service Commitment

2.1 Availability

Airgentic will make the Service available 99.9% of the time, measured monthly ("Service Commitment").

2.2 Measurement and monitoring

Availability is measured using independent synthetic monitoring from at least three worldwide regions. A failure is counted only when two or more probes concurrently detect Downtime.

2.3 Scheduled Maintenance

  • Standard window: Saturdays 22:00–02:00 Australian Eastern Standard Time (AEST) or Australian Eastern Daylight Time (AEDT), whichever is in force in Sydney.
  • We will provide 48 hours' notice for non-urgent maintenance outside this window.
  • Scheduled Maintenance is limited to 4 hours per month and is Excluded Downtime.

3 Incident Management

Business hours are Monday to Friday, 09:00–18:00 Australian Eastern Standard Time (AEST) or Australian Eastern Daylight Time (AEDT), whichever is in force in Sydney, excluding Australian national public holidays.

Airgentic will notify affected customers of material service interruptions (unplanned downtime exceeding 30 minutes) by email within 2 hours of confirmation.

The latest check and any incident note are shown at status.airgentic.com. That page does not replace the email.

4 Service Credits

If we fail to achieve the Service Commitment in a calendar month, you are eligible for the following Service Credits:

4.1 Credit claim procedure

  1. Email support@airgentic.com with subject "SLA Credit Request" and:
    1. Customer name and account ID
    2. Date, start and end time of suspected Downtime
    3. Request logs or screenshots, if available.
  2. Submit within 72 hours of the incident. Failure to do so forfeits the credit.
  3. We will review and confirm eligibility within 10 business days. Approved credits appear on the next invoice.

4.2 Limitations

  • Total credits per month are capped at 20% of the applicable monthly Subscription fees. The cap per calendar year is 30%.
  • Credits expire 12 months after the month in which they were granted and have no cash value.
  • Credits are forfeited upon termination of the Agreement.
  • Credits are your sole and exclusive remedy for any failure to meet this SLA.

5 Customer Obligations

  • Maintain reliable Internet connectivity to the Service.
  • Configure reasonable retry logic and exponential back-off in API calls.
  • Provide timely cooperation during incident diagnostics.

6 Modifications to this SLA

We may update this SLA, for example to introduce improved targets, by giving 30 days' notice. Updated versions become effective on the date specified in the notice.

7 Governing Law

This SLA is governed by the same law and jurisdiction stated in the Terms of Service.

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