This Service Level Agreement ("SLA") describes the service levels AhmadAI commits to providing for our AI automation services. This SLA applies to customers with active paid subscriptions or service agreements.

1. Service Availability

AhmadAI commits to the following uptime targets:

Service Tier	Monthly Uptime Target	Max Downtime/Month
Enterprise	99.95%	~22 minutes
Professional	99.9%	~43 minutes
Starter	99.5%	~3.6 hours

2. Performance Standards

We commit to the following performance metrics:

•API Response Time: 95th percentile under 500ms for standard requests
•Chatbot Response: First response within 3 seconds
•Voice Agent Latency: Under 500ms voice-to-voice response
•Webhook Delivery: 99% delivery success rate

3. Support Response Times

Support response times by priority and plan:

Priority	Enterprise	Professional	Starter
Critical (P1)	15 minutes	1 hour	4 hours
High (P2)	1 hour	4 hours	8 hours
Medium (P3)	4 hours	8 hours	24 hours
Low (P4)	8 hours	24 hours	48 hours

4. Incident Priority Definitions

•Critical (P1): Complete service outage affecting all users or data loss risk
•High (P2): Major feature unavailable or severe performance degradation
•Medium (P3): Feature partially impaired with workaround available
•Low (P4): Minor issue, cosmetic problem, or general inquiry

5. Scheduled Maintenance

Scheduled maintenance windows:

•Standard maintenance: Sundays 02:00-06:00 UTC
•48 hours advance notice for planned maintenance
•Emergency maintenance may occur with minimal notice
•Scheduled maintenance excluded from uptime calculations

6. Service Credits

If we fail to meet our uptime commitments, you may be eligible for service credits:

Monthly Uptime	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Maximum credit per month: 50% of monthly subscription fee. Credits must be requested within 30 days of the incident.

7. Exclusions

The following are not covered by this SLA:

•Scheduled maintenance windows
•Issues caused by customer actions or third-party services
•Force majeure events
•Beta or preview features
•Free or trial accounts

8. SLA Updates

We may update this SLA from time to time. Changes will be communicated to affected customers with at least 30 days notice for material changes.

9. Contact

For SLA inquiries or to request service credits:

support@ahmadai.ai