Service Level Agreement
Last updated: October 18, 2025
Note: This SLA applies to our Standard plans. For Business and Enterprise customers seeking enhanced service levels, including faster response times, dedicated support channels, and higher uptime guarantees, please contact us at info@send.ai for our advanced SLA options.
1. Service Availability
Send AI commits to maintaining a minimum service availability of 99.5% uptime per calendar month for the Platform, excluding scheduled maintenance windows.
1.1 Uptime Calculation
Uptime percentage is calculated as follows:
(Total Minutes in Month - Minutes of Downtime) / Total Minutes in Month × 100%
Downtime is measured from when you first report an issue via our support channels until the issue is resolved, as verified by our monitoring systems.
2. Scheduled Maintenance
We perform regular maintenance to ensure optimal performance and security. Scheduled maintenance does not count against our uptime commitment.
- Standard Maintenance Windows: Typically performed between 22:00 - 02:00 CET on weekends, announced at least 48 hours in advance via email and status page
- Emergency Maintenance: In rare cases, emergency maintenance may be required with shorter notice to address critical security or stability issues
3. Performance Standards
3.1 Processing Times
Under normal operating conditions, the Platform targets the following performance metrics:
| Service Component | Target Performance (95th percentile) |
|---|---|
| Document Processing | < 5 seconds |
| Email Processing | < 3 seconds |
| API Response Time | < 1 second |
| Dashboard Load Time | < 2 seconds |
Note: Processing times may vary based on document complexity, size, and current system load.
4. Support Response Times
4.1 Support Channels
Support is available through:
- Email: support@send.ai
- In-app support chat (available during business hours)
- Documentation and help center: available 24/7
4.2 Response Time Commitments
We categorize support requests by severity and provide the following response times during business hours:
| Severity Level | Description | Initial Response Time |
|---|---|---|
| Critical (P1) | Platform unavailable or severe data loss | 4 hours |
| High (P2) | Major feature not working, significant impact | 8 business hours |
| Medium (P3) | Minor feature issue, workaround available | 2 business days |
| Low (P4) | Questions, feature requests, general guidance | 3 business days |
4.3 Business Hours
Monday to Friday, 09:00 - 18:00 CET, excluding Dutch public holidays.
Critical issues (P1) receive prioritized attention and may receive responses outside business hours on a best-effort basis.
5. Service Credits
If we fail to meet our 99.5% uptime commitment in any given calendar month, you may be eligible for service credits based on the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.5% | 5% of monthly fee |
| 95.0% - 99.0% | 15% of monthly fee |
| < 95.0% | 25% of monthly fee |
5.1 Credit Request Process
To request service credits:
- Submit a request within 30 days of the end of the affected billing month
- Include incident details and approximate downtime periods
- Send requests to support@send.ai with subject "SLA Credit Request"
Credits are applied to your next monthly invoice and cannot be refunded as cash. Service credits are your sole remedy for any service availability failures.
6. Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled maintenance announced in accordance with Section 2
- Factors beyond our reasonable control, including force majeure events, internet service provider failures, or denial of service attacks
- Issues caused by your equipment, software, network connectivity, or third-party services
- Use of the Platform in breach of our Terms of Use
- Suspension or termination of services due to account issues or payment failures
- Beta, preview, or experimental features clearly marked as such in the Platform
- Third-party APIs or services integrated with the Platform that are outside our control
7. Monitoring and Status Updates
We maintain 24/7 monitoring of our infrastructure and services. Real-time status information is available at:
You can subscribe to status updates via email, SMS, or RSS feed. During any service disruption, we provide regular updates on our status page regarding the nature of the issue and expected resolution time.
8. Data Backup and Recovery
We perform regular automated backups of your data. In the event of data loss due to a platform failure:
- We will restore data from the most recent backup within 24 hours of issue resolution
- Backups are retained for 30 days
- Recovery point objectives (RPO) target: 24 hours for most recent data
We strongly recommend maintaining your own backups of critical data and exports.
9. Security Incident Response
In the event of a security incident affecting your data or the Platform:
- We will notify affected customers within 72 hours of becoming aware of the incident
- We will provide regular updates as we investigate and remediate the issue
- A post-incident report will be provided within 14 days of resolution
10. SLA Modifications
We may modify this SLA from time to time. Material changes will be communicated at least 30 days in advance via email and will be posted on this page. Continued use of the Platform after changes take effect constitutes acceptance of the modified SLA.
11. Contact Information
For questions about this SLA or to report service issues:
- Email: support@send.ai
- Status Page: https://status.send.ai
- General inquiries: info@send.ai
This Service Level Agreement is part of your agreement with Send AI and should be read in conjunction with our Terms of Use and Privacy Policy.