var Component=(()=>{var u=Object.create;var c=Object.defineProperty;var m=Object.getOwnPropertyDescriptor;var p=Object.getOwnPropertyNames;var g=Object.getPrototypeOf,b=Object.prototype.hasOwnProperty;var f=(n,e)=>()=>{try{return e||n((e={exports:{}}).exports,e),e.exports}catch(r){throw e=0,r}},v=(n,e)=>{for(var r in e)c(n,r,{get:e[r],enumerable:!0})},t=(n,e,r,a)=>{if(e&&typeof e=="object"||typeof e=="function")for(let l of p(e))!b.call(n,l)&&l!==r&&c(n,l,{get:()=>e[l],enumerable:!(a=m(e,l))||a.enumerable});return n};var y=(n,e,r)=>(r=n!=null?u(g(n)):{},t(e||!n||!n.__esModule?c(r,"default",{value:n,enumerable:!0}):r,n)),k=n=>t(c({},"__esModule",{value:!0}),n);var d=f((P,s)=>{s.exports=_jsx_runtime});var N={};v(N,{default:()=>o,frontmatter:()=>S});var i=y(d()),S={title:"Service Level Agreement",description:"Adaptic Platform Availability, Performance, and Support Commitments"};function h(n){let e={a:"a",code:"code",h2:"h2",h3:"h3",hr:"hr",li:"li",ol:"ol",p:"p",pre:"pre",span:"span",strong:"strong",table:"table",tbody:"tbody",td:"td",th:"th",thead:"thead",tr:"tr",ul:"ul",...n.components};return(0,i.jsxs)(i.Fragment,{children:[(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Last Updated:"}),` February 26, 2026 `,(0,i.jsx)(e.strong,{children:"Effective Date:"})," February 26, 2026"]}),` `,(0,i.jsxs)(e.h2,{id:"table-of-contents",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#table-of-contents",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"Table of Contents"]}),` `,(0,i.jsxs)(e.ol,{children:[` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#introduction",children:"Introduction"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#scope-and-application",children:"Scope and Application"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#service-availability-commitments",children:"Service Availability Commitments"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#performance-standards",children:"Performance Standards"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#support-services",children:"Support Services"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#scheduled-maintenance",children:"Scheduled Maintenance"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#incident-response",children:"Incident Response"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#service-credits",children:"Service Credits"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#exclusions-and-limitations",children:"Exclusions and Limitations"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#monitoring-and-reporting",children:"Monitoring and Reporting"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#service-tiers",children:"Service Tiers"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#definitions",children:"Definitions"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#changes-to-this-sla",children:"Changes to This SLA"})}),` `,(0,i.jsx)(e.li,{children:(0,i.jsx)(e.a,{href:"#contact-information",children:"Contact Information"})}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"1-introduction",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#1-introduction",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"1. Introduction"]}),` `,(0,i.jsx)(e.p,{children:'This Service Level Agreement ("SLA") describes the availability, performance, and support commitments that Adaptic Holdings Limited and its subsidiaries (collectively, "Adaptic," "we," "our," or "us") make to customers using our platform and services.'}),` `,(0,i.jsx)(e.p,{children:'This SLA applies to paid Enterprise and Business accounts. Free and trial accounts are provided on an "as available" basis without SLA guarantees.'}),` `,(0,i.jsxs)(e.h3,{id:"service-commitment",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#service-commitment",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"Service Commitment"]}),` `,(0,i.jsx)(e.p,{children:"We are committed to providing reliable, high-performance services that meet the needs of institutional clients and professional users. This SLA defines our commitments and the remedies available if we fail to meet them."}),` `,(0,i.jsxs)(e.h2,{id:"2-scope-and-application",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#2-scope-and-application",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"2. 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Critical:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Complete platform outage"}),` `,(0,i.jsx)(e.li,{children:"Critical security vulnerability"}),` `,(0,i.jsx)(e.li,{children:"Data loss or corruption"}),` `,(0,i.jsx)(e.li,{children:"Service completely unavailable"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"P2 - High:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Significant functionality impaired"}),` `,(0,i.jsx)(e.li,{children:"Performance severely degraded"}),` `,(0,i.jsx)(e.li,{children:"Major features unavailable"}),` `,(0,i.jsx)(e.li,{children:"Affects multiple users"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"P3 - Medium:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Minor functionality impaired"}),` `,(0,i.jsx)(e.li,{children:"Feature request"}),` `,(0,i.jsx)(e.li,{children:"Non-critical bug"}),` `,(0,i.jsx)(e.li,{children:"Single user affected"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"P4 - Low:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"General inquiry"}),` `,(0,i.jsx)(e.li,{children:"Documentation request"}),` `,(0,i.jsx)(e.li,{children:"Enhancement suggestion"}),` `,(0,i.jsx)(e.li,{children:"Cosmetic issue"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"54-support-hours",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#54-support-hours",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"5.4 Support Hours"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Business Hours:"}),` Monday-Friday, 9:00 AM - 6:00 PM (customer's local time zone) `,(0,i.jsx)(e.strong,{children:"24/7 Support:"})," Available for Enterprise Plus customers for P1 and P2 issues"]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Covered Time Zones:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Americas: EST/PST"}),` `,(0,i.jsx)(e.li,{children:"Europe: GMT/CET"}),` `,(0,i.jsx)(e.li,{children:"Asia-Pacific: SGT/JST"}),` `,(0,i.jsx)(e.li,{children:"Middle East: GST"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"6-scheduled-maintenance",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#6-scheduled-maintenance",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"6. Scheduled Maintenance"]}),` `,(0,i.jsxs)(e.h3,{id:"61-maintenance-windows",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#61-maintenance-windows",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"6.1 Maintenance Windows"]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Standard Maintenance:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Frequency: Weekly"}),` `,(0,i.jsx)(e.li,{children:"Duration: Up to 2 hours"}),` `,(0,i.jsx)(e.li,{children:"Timing: Saturdays, 2:00 AM - 4:00 AM (customer's primary region)"}),` `,(0,i.jsx)(e.li,{children:"Notice: 72 hours advance notice"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Emergency Maintenance:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Performed when necessary for security or critical issues"}),` `,(0,i.jsx)(e.li,{children:"Notice: Best effort, minimum 2 hours when possible"}),` `,(0,i.jsx)(e.li,{children:"Does not count toward downtime for SLA calculations"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"62-excluded-downtime",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#62-excluded-downtime",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"6.2 Excluded Downtime"]}),` `,(0,i.jsx)(e.p,{children:"The following do not count as downtime for SLA purposes:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Scheduled maintenance windows (with proper notice)"}),` `,(0,i.jsx)(e.li,{children:"Emergency maintenance for security issues"}),` `,(0,i.jsx)(e.li,{children:"Issues caused by customer configuration or usage"}),` `,(0,i.jsx)(e.li,{children:"Force majeure events"}),` `,(0,i.jsx)(e.li,{children:"Third-party service failures (unless we have SLA with that provider)"}),` `,(0,i.jsx)(e.li,{children:"Network issues outside our control"}),` `,(0,i.jsx)(e.li,{children:"DDoS attacks or other malicious activity"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"63-maintenance-notifications",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#63-maintenance-notifications",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"6.3 Maintenance Notifications"]}),` `,(0,i.jsx)(e.p,{children:"We will notify customers of scheduled maintenance via:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Email to account administrators (72 hours advance notice)"}),` `,(0,i.jsxs)(e.li,{children:["Status page updates (",(0,i.jsx)(e.a,{href:"https://status.adaptic.ai",children:"https://status.adaptic.ai"}),")"]}),` `,(0,i.jsx)(e.li,{children:"In-app notifications"}),` `,(0,i.jsx)(e.li,{children:"API headers indicating upcoming maintenance"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"7-incident-response",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#7-incident-response",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"7. Incident Response"]}),` `,(0,i.jsxs)(e.h3,{id:"71-incident-detection",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#71-incident-detection",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"7.1 Incident Detection"]}),` `,(0,i.jsx)(e.p,{children:"We monitor our services 24/7 using:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Automated health checks"}),` `,(0,i.jsx)(e.li,{children:"Performance monitoring"}),` `,(0,i.jsx)(e.li,{children:"Error rate tracking"}),` `,(0,i.jsx)(e.li,{children:"User-reported issues"}),` `,(0,i.jsx)(e.li,{children:"Third-party monitoring services"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"72-incident-communication",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#72-incident-communication",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"7.2 Incident Communication"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Status Page:"})," ",(0,i.jsx)(e.a,{href:"https://status.adaptic.ai",children:"https://status.adaptic.ai"})]}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Real-time service status"}),` `,(0,i.jsx)(e.li,{children:"Incident updates"}),` `,(0,i.jsx)(e.li,{children:"Historical uptime data"}),` `,(0,i.jsx)(e.li,{children:"Subscribe to notifications"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Communication Channels:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Status page updates"}),` `,(0,i.jsx)(e.li,{children:"Email notifications to account administrators"}),` `,(0,i.jsx)(e.li,{children:"In-app alerts"}),` `,(0,i.jsx)(e.li,{children:"Social media (@AdapticStatus)"}),` `,(0,i.jsx)(e.li,{children:"Direct outreach for Enterprise Plus customers"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"73-incident-updates",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#73-incident-updates",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"7.3 Incident Updates"]}),` `,(0,i.jsx)(e.p,{children:"During incidents, we will provide:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsxs)(e.li,{children:[(0,i.jsx)(e.strong,{children:"Initial notification:"})," Within 15 minutes of detection"]}),` `,(0,i.jsxs)(e.li,{children:[(0,i.jsx)(e.strong,{children:"Root cause analysis:"})," Within 24 hours of resolution (P1/P2)"]}),` `,(0,i.jsxs)(e.li,{children:[(0,i.jsx)(e.strong,{children:"Status updates:"})," According to support tier commitments"]}),` `,(0,i.jsxs)(e.li,{children:[(0,i.jsx)(e.strong,{children:"Post-incident report:"})," Within 5 business days (P1 incidents)"]}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"74-post-incident-review",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#74-post-incident-review",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"7.4 Post-Incident Review"]}),` `,(0,i.jsx)(e.p,{children:"For P1 and P2 incidents, we will provide:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Timeline of events"}),` `,(0,i.jsx)(e.li,{children:"Root cause analysis"}),` `,(0,i.jsx)(e.li,{children:"Impact assessment"}),` `,(0,i.jsx)(e.li,{children:"Remediation steps taken"}),` `,(0,i.jsx)(e.li,{children:"Preventive measures implemented"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"8-service-credits",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#8-service-credits",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"8. Service Credits"]}),` `,(0,i.jsxs)(e.h3,{id:"81-credit-calculation",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#81-credit-calculation",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"8.1 Credit Calculation"]}),` `,(0,i.jsx)(e.p,{children:"If we fail to meet our uptime commitments, you may be eligible for service credits:"}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Enterprise Plus (99.95% commitment):"})}),` `,(0,i.jsxs)(e.table,{children:[(0,i.jsx)(e.thead,{children:(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.th,{children:"Monthly Uptime Percentage"}),(0,i.jsx)(e.th,{children:"Service Credit"})]})}),(0,i.jsxs)(e.tbody,{children:[(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.95% - \u2265 99.9%"}),(0,i.jsx)(e.td,{children:"10%"})]}),(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.9% - \u2265 99.0%"}),(0,i.jsx)(e.td,{children:"25%"})]}),(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.0%"}),(0,i.jsx)(e.td,{children:"50%"})]})]})]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Enterprise (99.9% commitment):"})}),` `,(0,i.jsxs)(e.table,{children:[(0,i.jsx)(e.thead,{children:(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.th,{children:"Monthly Uptime Percentage"}),(0,i.jsx)(e.th,{children:"Service Credit"})]})}),(0,i.jsxs)(e.tbody,{children:[(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.9% - \u2265 99.5%"}),(0,i.jsx)(e.td,{children:"10%"})]}),(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.5% - \u2265 99.0%"}),(0,i.jsx)(e.td,{children:"25%"})]}),(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.0%"}),(0,i.jsx)(e.td,{children:"50%"})]})]})]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Business (99.5% commitment):"})}),` `,(0,i.jsxs)(e.table,{children:[(0,i.jsx)(e.thead,{children:(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.th,{children:"Monthly Uptime Percentage"}),(0,i.jsx)(e.th,{children:"Service Credit"})]})}),(0,i.jsxs)(e.tbody,{children:[(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.5% - \u2265 99.0%"}),(0,i.jsx)(e.td,{children:"10%"})]}),(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 99.0% - \u2265 98.0%"}),(0,i.jsx)(e.td,{children:"25%"})]}),(0,i.jsxs)(e.tr,{children:[(0,i.jsx)(e.td,{children:"< 98.0%"}),(0,i.jsx)(e.td,{children:"50%"})]})]})]}),` `,(0,i.jsxs)(e.h3,{id:"82-credit-claims",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#82-credit-claims",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"8.2 Credit Claims"]}),` `,(0,i.jsx)(e.p,{children:"To claim service credits:"}),` `,(0,i.jsxs)(e.ol,{children:[` `,(0,i.jsx)(e.li,{children:"Submit a claim within 30 days of the incident"}),` `,(0,i.jsx)(e.li,{children:"Provide details of the impact on your service"}),` `,(0,i.jsx)(e.li,{children:"Include support ticket numbers (if applicable)"}),` `,(0,i.jsxs)(e.li,{children:["Send to: ",(0,i.jsx)(e.a,{href:"mailto:sla-credits@adaptic.ai",children:"sla-credits@adaptic.ai"})]}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"83-credit-application",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#83-credit-application",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"8.3 Credit Application"]}),` `,(0,i.jsx)(e.p,{children:"Service credits:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Are applied to future invoices"}),` `,(0,i.jsx)(e.li,{children:"Cannot be redeemed for cash"}),` `,(0,i.jsx)(e.li,{children:"Expire 12 months from issuance"}),` `,(0,i.jsx)(e.li,{children:"Are your sole remedy for SLA breaches"}),` `,(0,i.jsx)(e.li,{children:"Are capped at 50% of monthly fees"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"84-credit-approval-process",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#84-credit-approval-process",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"8.4 Credit Approval Process"]}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Claims reviewed within 10 business days"}),` `,(0,i.jsx)(e.li,{children:"Credits issued within 30 days of approval"}),` `,(0,i.jsx)(e.li,{children:"Disputes can be escalated to account management"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"9-exclusions-and-limitations",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#9-exclusions-and-limitations",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"9. Exclusions and Limitations"]}),` `,(0,i.jsxs)(e.h3,{id:"91-sla-exclusions",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#91-sla-exclusions",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"9.1 SLA Exclusions"]}),` `,(0,i.jsx)(e.p,{children:"This SLA does not apply to:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Outages caused by customer actions or configurations"}),` `,(0,i.jsx)(e.li,{children:"Issues with third-party services or networks"}),` `,(0,i.jsx)(e.li,{children:"Scheduled maintenance with proper notice"}),` `,(0,i.jsx)(e.li,{children:"Force majeure events (natural disasters, war, terrorism, etc.)"}),` `,(0,i.jsx)(e.li,{children:"Failures of customer equipment or connectivity"}),` `,(0,i.jsx)(e.li,{children:"Exceeded usage limits or quota restrictions"}),` `,(0,i.jsx)(e.li,{children:"Beta, preview, or experimental features"}),` `,(0,i.jsx)(e.li,{children:"Free or trial accounts"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"92-liability-limitations",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#92-liability-limitations",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"9.2 Liability Limitations"]}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Service credits are your exclusive remedy for SLA breaches"}),` `,(0,i.jsx)(e.li,{children:"Total liability capped at fees paid in the 12 months prior to the incident"}),` `,(0,i.jsx)(e.li,{children:"No liability for indirect, consequential, or special damages"}),` `,(0,i.jsx)(e.li,{children:"Claims must be brought within limitation periods specified in Terms of Service"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"93-customer-obligations",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#93-customer-obligations",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"9.3 Customer Obligations"]}),` `,(0,i.jsx)(e.p,{children:"To be eligible for SLA commitments, you must:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Use services in accordance with documentation and best practices"}),` `,(0,i.jsx)(e.li,{children:"Maintain current contact information"}),` `,(0,i.jsx)(e.li,{children:"Respond to requests for information within reasonable timeframes"}),` `,(0,i.jsx)(e.li,{children:"Implement recommended security practices"}),` `,(0,i.jsx)(e.li,{children:"Keep integrations and dependencies up to date"}),` `,(0,i.jsx)(e.li,{children:"Report issues promptly through proper channels"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"10-monitoring-and-reporting",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#10-monitoring-and-reporting",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"10. Monitoring and Reporting"]}),` `,(0,i.jsxs)(e.h3,{id:"101-status-page",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#101-status-page",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"10.1 Status Page"]}),` `,(0,i.jsxs)(e.p,{children:["Access real-time service status at: ",(0,i.jsx)(e.a,{href:"https://status.adaptic.ai",children:"https://status.adaptic.ai"})]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Features:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Current service status"}),` `,(0,i.jsx)(e.li,{children:"Historical uptime data"}),` `,(0,i.jsx)(e.li,{children:"Scheduled maintenance calendar"}),` `,(0,i.jsx)(e.li,{children:"Incident history"}),` `,(0,i.jsx)(e.li,{children:"Subscribe to notifications (email, SMS, webhook)"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"102-uptime-reports",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#102-uptime-reports",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"10.2 Uptime Reports"]}),` `,(0,i.jsx)(e.p,{children:"Enterprise and Enterprise Plus customers receive:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Monthly uptime reports (emailed by the 5th of each month)"}),` `,(0,i.jsx)(e.li,{children:"Quarterly performance reviews"}),` `,(0,i.jsx)(e.li,{children:"Annual SLA compliance reports"}),` `,(0,i.jsx)(e.li,{children:"Custom reporting available upon request"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"103-performance-dashboards",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#103-performance-dashboards",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"10.3 Performance Dashboards"]}),` `,(0,i.jsx)(e.p,{children:"Enterprise Plus customers have access to:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Real-time performance metrics"}),` `,(0,i.jsx)(e.li,{children:"API latency statistics"}),` `,(0,i.jsx)(e.li,{children:"Error rate tracking"}),` `,(0,i.jsx)(e.li,{children:"Usage analytics"}),` `,(0,i.jsx)(e.li,{children:"Custom dashboards"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"11-service-tiers",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#11-service-tiers",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"11. Service Tiers"]}),` `,(0,i.jsxs)(e.h3,{id:"111-business-tier",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#111-business-tier",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"11.1 Business Tier"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Monthly Price:"})," Starting at $499/month"]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Includes:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"99.5% uptime commitment"}),` `,(0,i.jsx)(e.li,{children:"Business hours support (email, chat)"}),` `,(0,i.jsx)(e.li,{children:"1-hour P1 response time"}),` `,(0,i.jsx)(e.li,{children:"Standard API rate limits"}),` `,(0,i.jsx)(e.li,{children:"Single region deployment"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Best For:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Small teams and startups"}),` `,(0,i.jsx)(e.li,{children:"Development and testing"}),` `,(0,i.jsx)(e.li,{children:"Non-mission-critical applications"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"112-enterprise-tier",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#112-enterprise-tier",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"11.2 Enterprise Tier"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Monthly Price:"})," Starting at $2,499/month"]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Includes:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"99.9% uptime commitment"}),` `,(0,i.jsx)(e.li,{children:"Extended support hours (email, chat, phone)"}),` `,(0,i.jsx)(e.li,{children:"30-minute P1 response time"}),` `,(0,i.jsx)(e.li,{children:"Dedicated account manager"}),` `,(0,i.jsx)(e.li,{children:"Higher API rate limits"}),` `,(0,i.jsx)(e.li,{children:"Multi-region deployment options"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Best For:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Growing businesses"}),` `,(0,i.jsx)(e.li,{children:"Production applications"}),` `,(0,i.jsx)(e.li,{children:"Teams requiring reliable support"}),` `]}),` `,(0,i.jsxs)(e.h3,{id:"113-enterprise-plus-tier",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#113-enterprise-plus-tier",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"11.3 Enterprise Plus Tier"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Monthly Price:"})," Custom pricing (contact sales)"]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Includes:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"99.95% uptime commitment"}),` `,(0,i.jsx)(e.li,{children:"24/7 support (all channels)"}),` `,(0,i.jsx)(e.li,{children:"15-minute P1 response time"}),` `,(0,i.jsx)(e.li,{children:"Dedicated account manager and technical architect"}),` `,(0,i.jsx)(e.li,{children:"Dedicated Slack channel"}),` `,(0,i.jsx)(e.li,{children:"Highest API rate limits"}),` `,(0,i.jsx)(e.li,{children:"Multi-region deployment with automatic failover"}),` `,(0,i.jsx)(e.li,{children:"Custom SLA terms available"}),` `,(0,i.jsx)(e.li,{children:"Priority feature requests"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Best For:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Large enterprises"}),` `,(0,i.jsx)(e.li,{children:"Mission-critical applications"}),` `,(0,i.jsx)(e.li,{children:"Financial institutions"}),` `,(0,i.jsx)(e.li,{children:"Regulatory compliance requirements"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"12-definitions",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#12-definitions",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"12. Definitions"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Downtime:"})," Period when the service is unavailable or performance falls below 50% of committed levels."]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Monthly Uptime Percentage:"})," Calculated as (Total Minutes - Downtime) / Total Minutes \xD7 100."]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Incident:"})," Event causing service degradation or unavailability."]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Service Credit:"})," Percentage of monthly fees credited back to customer account."]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Business Hours:"})," Monday-Friday, 9 AM - 6 PM in customer's primary time zone, excluding holidays."]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Response Time:"})," Time from incident report to initial response from support team."]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Resolution Time:"})," Time from incident report to issue resolution or workaround."]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Force Majeure:"})," Events beyond our reasonable control (natural disasters, war, terrorism, pandemics, etc.)."]}),` `,(0,i.jsxs)(e.h2,{id:"13-changes-to-this-sla",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#13-changes-to-this-sla",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"13. Changes to This SLA"]}),` `,(0,i.jsx)(e.p,{children:"We may modify this SLA to reflect:"}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Changes to service offerings"}),` `,(0,i.jsx)(e.li,{children:"Technological improvements"}),` `,(0,i.jsx)(e.li,{children:"Customer feedback"}),` `,(0,i.jsx)(e.li,{children:"Regulatory requirements"}),` `,(0,i.jsx)(e.li,{children:"Industry best practices"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Notice of Changes:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Material changes: 90 days advance notice via email"}),` `,(0,i.jsx)(e.li,{children:'Minor changes: Posted to website with updated "Last Updated" date'}),` `,(0,i.jsx)(e.li,{children:"Enterprise Plus customers: Direct notification and consultation"}),` `]}),` `,(0,i.jsx)(e.p,{children:(0,i.jsx)(e.strong,{children:"Your Options:"})}),` `,(0,i.jsxs)(e.ul,{children:[` `,(0,i.jsx)(e.li,{children:"Continue using services under new SLA"}),` `,(0,i.jsx)(e.li,{children:"Downgrade to different service tier"}),` `,(0,i.jsx)(e.li,{children:"Terminate agreement (if material adverse change)"}),` `]}),` `,(0,i.jsxs)(e.h2,{id:"14-contact-information",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#14-contact-information",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"14. Contact Information"]}),` `,(0,i.jsxs)(e.h3,{id:"general-sla-inquiries",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#general-sla-inquiries",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"General SLA Inquiries"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Email:"})," ",(0,i.jsx)(e.a,{href:"mailto:sla@adaptic.ai",children:"sla@adaptic.ai"}),` `,(0,i.jsx)(e.strong,{children:"Phone:"})," Available to Enterprise and Enterprise Plus customers"]}),` `,(0,i.jsxs)(e.h3,{id:"service-credit-claims",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#service-credit-claims",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"Service Credit Claims"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Email:"})," ",(0,i.jsx)(e.a,{href:"mailto:sla-credits@adaptic.ai",children:"sla-credits@adaptic.ai"}),` `,(0,i.jsx)(e.strong,{children:"Portal:"})," ",(0,i.jsx)(e.a,{href:"https://adaptic.ai/sla-claims",children:"https://adaptic.ai/sla-claims"})," (Enterprise Plus)"]}),` `,(0,i.jsxs)(e.h3,{id:"support",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#support",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"Support"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Email:"})," ",(0,i.jsx)(e.a,{href:"mailto:support@adaptic.ai",children:"support@adaptic.ai"}),` `,(0,i.jsx)(e.strong,{children:"Chat:"}),` Available via platform (login required) `,(0,i.jsx)(e.strong,{children:"Phone:"})," Contact your account manager for direct number"]}),` `,(0,i.jsxs)(e.h3,{id:"status-and-incidents",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#status-and-incidents",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"Status and Incidents"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Status Page:"})," ",(0,i.jsx)(e.a,{href:"https://status.adaptic.ai",children:"https://status.adaptic.ai"}),` `,(0,i.jsx)(e.strong,{children:"Status Updates:"}),` @AdapticStatus (Twitter/X) `,(0,i.jsx)(e.strong,{children:"Subscribe:"})," ",(0,i.jsx)(e.a,{href:"https://status.adaptic.ai/subscribe",children:"https://status.adaptic.ai/subscribe"})]}),` `,(0,i.jsxs)(e.h3,{id:"account-management",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#account-management",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"Account Management"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Enterprise Customers:"}),` Contact your dedicated account manager `,(0,i.jsx)(e.strong,{children:"Sales Inquiries:"})," ",(0,i.jsx)(e.a,{href:"mailto:sales@adaptic.ai",children:"sales@adaptic.ai"}),` `,(0,i.jsx)(e.strong,{children:"Upgrades:"})," ",(0,i.jsx)(e.a,{href:"mailto:accounts@adaptic.ai",children:"accounts@adaptic.ai"})]}),` `,(0,i.jsxs)(e.h3,{id:"regional-contacts",children:[(0,i.jsx)(e.a,{className:"subheading-anchor","aria-label":"Link to section",href:"#regional-contacts",children:(0,i.jsx)(e.span,{className:"icon icon-link"})}),"Regional Contacts"]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"United States:"}),` Adaptic, Inc. Email: `,(0,i.jsx)(e.a,{href:"mailto:support.us@adaptic.ai",children:"support.us@adaptic.ai"})]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"United Kingdom:"}),` Adaptic AI (UK) Limited Email: `,(0,i.jsx)(e.a,{href:"mailto:support.uk@adaptic.ai",children:"support.uk@adaptic.ai"})]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Singapore:"}),` Adaptic Asset Management (Asia) Pte Ltd Email: `,(0,i.jsx)(e.a,{href:"mailto:support.sg@adaptic.ai",children:"support.sg@adaptic.ai"})]}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"DIFC/Middle East:"}),` Adaptic Limited Dubai International Financial Centre (DIFC) Email: `,(0,i.jsx)(e.a,{href:"mailto:support.ae@adaptic.ai",children:"support.ae@adaptic.ai"})]}),` `,(0,i.jsx)(e.hr,{}),` `,(0,i.jsxs)(e.p,{children:[(0,i.jsx)(e.strong,{children:"Last Review Date:"}),` February 26, 2026 `,(0,i.jsx)(e.strong,{children:"Next Review Date:"})," August 26, 2026"]}),` `,(0,i.jsx)(e.p,{children:"This SLA is effective as of the date indicated and supersedes all prior SLAs."})]})}function o(n={}){let{wrapper:e}=n.components||{};return e?(0,i.jsx)(e,{...n,children:(0,i.jsx)(h,{...n})}):h(n)}return k(N);})(); ;return Component;