This Service Level Agreement ("SLA") applies to all Business and Enterprise plan customers of the Fusion Agents platform operated by Fusion Data Company. Starter and Pro plan customers are covered by our standard availability commitments but are not eligible for SLA credits.
1. Uptime Commitment
We commit to maintaining the following monthly uptime percentages for the Fusion Agents platform:
| Plan | Uptime Commitment | Max Monthly Downtime |
|---|---|---|
| Business | 99.9% | 43 minutes |
| Enterprise | 99.95% | 22 minutes |
Uptime is measured as the percentage of total minutes in a calendar month during which the core platform services (dashboard, agent APIs, and CRM) are available. Scheduled maintenance windows are excluded from uptime calculations and are communicated at least 72 hours in advance.
2. Support Response Times
| Severity | Description | Business | Enterprise |
|---|---|---|---|
| Critical | Service is completely unavailable | 1 hour | 30 minutes |
| High | Major feature is degraded | 4 hours | 2 hours |
| Medium | Non-critical feature issue | 8 hours | 4 hours |
| Low | General question or request | 24 hours | 8 hours |
Response times are measured from the moment a ticket is submitted via email, dashboard, or dedicated Slack channel (Enterprise only). Response times apply during business hours (Monday through Friday, 8 AM to 8 PM Pacific Time) for Business plans, and 24/7 for Enterprise plans.
3. Service Credits
If we fail to meet the uptime commitment in any calendar month, eligible customers will receive service credits applied to their next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Service credits are capped at 50% of your monthly subscription fee. Credits are not redeemable for cash and do not carry over between billing periods. To claim a credit, submit a request to support@fusionagents.ai within 30 days of the incident.
4. Exclusions
The uptime commitment does not apply to:
- Scheduled maintenance windows communicated at least 72 hours in advance.
- Force majeure events including natural disasters, government actions, or widespread internet outages.
- Issues caused by your equipment, network, or third-party services outside our control.
- Abuse or misuse of the Service in violation of our Terms of Service.
- Alpha, beta, or preview features explicitly labeled as non-production.
- Third-party AI model provider outages (OpenRouter, ElevenLabs, Fal.ai) unless caused by our integration layer.
5. Incident Communication
During any service disruption, we commit to the following communication cadence:
- Initial acknowledgment: Within 15 minutes of detection.
- Status updates: Every 30 minutes during an active incident.
- Resolution notice: Within 1 hour of service restoration.
- Post-mortem report: Within 5 business days of a Critical severity incident, including root cause analysis and preventive measures.
Incidents are communicated via email, in-app notification, and our public status page.
6. Data Backup & Recovery
- Automated daily backups with 30-day retention.
- Point-in-time recovery available within the last 7 days.
- Recovery Point Objective (RPO): 1 hour.
- Recovery Time Objective (RTO): 4 hours for Business, 2 hours for Enterprise.
7. Modifications
We may update this SLA from time to time. Changes will not reduce the level of service commitment during an active subscription period. Material changes will be communicated at least 30 days in advance.
8. Contact
For SLA-related questions, credit requests, or incident reports, contact us at support@fusionagents.ai or through your dedicated account manager (Enterprise).