Enterprise Service Level Agreement

Last Updated: January 23, 2025

This SLA applies only where explicitly included in an Enterprise Order Form.

1. Uptime Commitment

QuROI will use commercially reasonable efforts to maintain 99.5% monthly uptime, excluding:

  • Scheduled maintenance (with advance notice)
  • Upstream vendor outages (AI model providers, cloud infrastructure)
  • Factors outside QuROI's control
  • Customer abuse or AUP violations

2. Response Times

SeverityDefinitionResponse Time
Sev 1: CriticalService unavailable2 business hours
Sev 2: MajorLimited functionality1 business day
Sev 3: MinorNon-critical errors2 business days
Sev 4: InquiryGeneral questions5 business days

3. Service Credits

If uptime falls below commitment:

  • Service credits apply to next billing cycle
  • Credits are the exclusive remedy for SLA breaches
  • No cash refunds for missed uptime

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