Scope
This SLA applies to services hosted and managed by Godia.ai and accessible via the official domains *.godia.ai. It complements the Terms of Use and Terms of Sale, as well as the Acceptable Use Policy.
Availability Commitment
Monthly availability target of 99.9 % for production services, measured at the platform level (excluding test environments).
Measurement & Calculation
- Reference period
The rate is calculated over a calendar month, based on our monitoring and status.godia.ai.
- Excluded periods
Notified scheduled maintenance, force majeure, outages attributable to the customer’s network/systems, or third-party providers outside reasonable control.
Scheduled Maintenance
Planned work is announced in advance and preferably performed during off-peak hours. Where possible, a degraded mode limits impact.
Incident Management
- Detection & communication
Real-time monitoring and communication via status.godia.ai and/or email. Regular updates are published until resolution.
- Post-mortem
For major incidents, a summary (root causes, remediations, preventive actions) is produced and shared when appropriate.
Severity Levels & Response Targets
- S1 – Critical
Total outage or major impact. Target acknowledgement: 1 business hour; immediate mobilization until restoration.
- S2 – High
Critical feature degraded with no workaround. Target acknowledgement: 4 business hours; prioritized fix.
- S3 – Medium
Limited impact with a workaround. Target acknowledgement: 1 business day; planned fix.
- S4 – Low
Enhancement request or non-blocking assistance. Addressed during release cycles.
Remedies and Limitations
No service credits are offered by Godia.ai. These commitments constitute an enhanced best-efforts obligation: we will allocate the necessary resources to restore service and limit impact. Any refund, commercial rebate, or other measure is governed by the Terms of Sale and any applicable specific contractual agreements.
Support & Hours
- Channels
Email support at support@godia.ai. Additional channels may be available depending on the subscribed plan.
- Hours
Standard support during local business days. For S1 incidents, mobilization may be extended depending on the contractual agreement.
Exclusions
Non-compliance with the AUP, customer-side changes, third-party integrations, volumetric attacks (DDoS) outside scope, or force majeure events.
Changes to this SLA
This SLA may evolve. The last updated date appears at the top of the page. In case of material changes, prior notice may be provided.