Service Level Agreement

Effective for all AfrexAI Hosted Agent plans. Last updated February 2025.

1. Uptime Guarantee

AfrexAI guarantees 99.9% uptime for all hosted AI agents, measured monthly. Uptime excludes scheduled maintenance windows (communicated 48 hours in advance) and force majeure events.

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

2. Incident Response Times

Severity	Definition	Response Time	Resolution Target
Critical	Agent fully down, business impact	< 1 hour	4 hours
High	Agent degraded, partial functionality	< 4 hours	12 hours
Normal	Non-urgent issue, no business impact	< 24 hours	3 business days

3. Monitoring

24/7 automated health checks every 60 seconds
Human oversight during business hours (Mon–Fri 8am–8pm GMT)
On-call engineering team for critical incidents (24/7/365)
Real-time alerting with automatic escalation paths
Monthly uptime and performance reports delivered to your team

4. Backups & Disaster Recovery

Automated daily backups of all agent configurations and data
30-day backup retention with point-in-time recovery
Geographically redundant backup storage
Recovery Time Objective (RTO): 4 hours
Recovery Point Objective (RPO): 24 hours
Quarterly disaster recovery testing

5. Data Ownership & Portability

You own 100% of your data. Always.
Full data export available at any time in standard formats (JSON, CSV)
Data deleted from our systems within 30 days of contract termination upon request
No vendor lock-in — your agent configurations are portable
We will never sell, share, or use your data for training purposes

6. Security

All data encrypted at rest (AES-256) and in transit (TLS 1.3)
SOC 2 Type II-aligned security practices
Role-based access controls with audit logging
Annual third-party penetration testing
Dedicated infrastructure — your agents never share resources with other customers

7. Maintenance Windows

Scheduled maintenance is performed during low-traffic windows (typically Sunday 02:00–06:00 GMT). All maintenance is communicated at least 48 hours in advance. Emergency patches may be applied with shorter notice when critical security vulnerabilities are identified.

8. Termination

Either party may terminate with 30 days written notice. Upon termination, AfrexAI will provide a full data export and transition assistance at no additional cost for 14 days.

Questions about our SLA? Contact hello@afrexai.com