اتفاقية مستوى خدمة ريلاين — خطة Enterprise

This Service Level Agreement (“SLA”) applies to Enterprise plan customers. It defines the uptime, incident response, and support commitments Reline AI, Inc. makes for the production environment of the Reline web application, the macOS desktop application, and the Reline API. The SLA is incorporated into the Master Services Agreement (MSA) executed between you and Reline.

Reline targets 99.9% monthly uptimefor the production service (the “Service Commitment”). Uptime is calculated as the percentage of one-minute intervals in a calendar month during which the service responds to authenticated requests within five seconds, measured at the public edge.

Scheduled maintenance windows announced at least 48 hours in advance do not count against uptime, capped at eight hours per calendar month.

• Severity 1 (production down): acknowledgement within 1 business hour, continuous work toward resolution.
• Severity 2 (major feature impaired): acknowledgement within 4 business hours, root-cause analysis within 5 business days.
• Severity 3 (minor issue, workaround available): acknowledgement within one business day.

If monthly uptime falls below the Service Commitment, Enterprise customers may request a service credit against the next monthly invoice:

• 99.0% – 99.9% uptime: 10% credit
• 95.0% – 98.9% uptime: 25% credit
• Below 95.0%: 50% credit

Credit requests must be submitted in writing within 30 days of the affected month. Credits are the sole remedy for SLA breach.

• Customer-caused outages (e.g. credentials revoked, custom integrations misconfigured).
• Force majeure and third-party outages outside Reline's direct control (infrastructure providers, payment processors, and model providers).
• Beta features explicitly marked as such on the changelog.
• Customer environments that have downgraded from the Enterprise plan during the affected period.

Enterprise customers receive priority email support at support@reline.so. We respond to severity-tagged tickets within the response targets above. Customers with a signed MSA may request a shared Slack Connect channel for real-time triage.

Questions about this SLA: email sales@reline.so. To execute a custom Master Services Agreement or DPA, visit the contact page.