Service Level Agreement (SLA)

This SLA describes the service level commitments GuruMood provides for managed Services (for example, contracted agent and platform deployments). It does not apply to the public website, free tools, beta products, or preview features. More specific terms agreed in an Order Form/SOW take precedence over this document.

GuruMood makes the Services available to the Customer with a monthly uptime of 99.9% ("Availability Commitment") calculated per calendar month, unless a different target is agreed in the Order Form/SOW.

Monthly Uptime = ((Total Minutes in Month − Unavailable Minutes) / Total Minutes in Month) × 100.

"Unavailable Minutes" are the minutes during which the Services do not respond to valid requests sent by the Customer from a functional connection, excluding the cases listed under exclusions. They are measured via our internal monitoring tools and can be verified against logs available on request.

Unavailable Minutes do not include those caused by:

• Scheduled maintenance announced at least 48 hours in advance.
• Emergency maintenance for security reasons.
• Factors beyond GuruMood's reasonable control, including failures of third-party providers (Meta, Google, telephony operators, model providers, public internet networks).
• Force majeure, natural disasters, cyberattacks, war, civil unrest, government actions.
• Customer acts or omissions, including usage beyond agreed rate limits or violations of the Acceptable Use Policy.
• Customer configurations, custom integrations outside our control, or failures in systems not operated by GuruMood.
• Suspensions for non-payment or breach of the Terms.
• Beta, alpha, or preview features.

If Monthly Uptime falls below the Availability Commitment, the Customer may request service credits according to the table below, calculated on the monthly fee for the affected Service:

• Uptime ≥ 99.0% and < 99.9%: 10% credit.
• Uptime ≥ 95.0% and < 99.0%: 25% credit.
• Uptime < 95.0%: 50% credit.

Credits are the sole and exclusive remedy for breaches of the Availability Commitment, without prejudice to other remedies set out in the Terms.

To request a credit, the Customer must contact support@gurumood.com within 30 days after the end of the affected month, stating the dates, times, observed symptoms, and any relevant evidence. We will validate the request against our logs and, if applicable, apply the credit to the next invoice.

Standard response times are as follows, unless another level is agreed in the Order Form/SOW:

• Severity 1 — Critical (full production outage): initial response within 1 hour, continuous work until mitigation.
• Severity 2 — High (major impact, no mitigation available): initial response within 4 hours, target resolution within 1 business day.
• Severity 3 — Medium (partial impact with mitigation available): initial response within 1 business day.
• Severity 4 — Low (general enquiry, feature request): initial response within 2 business days.

Support hours are 9:00-18:00 (Customer's timezone or as agreed in the Order Form), Monday to Friday, excluding local holidays. For Premium plan customers, we offer 24×7 support for Severity 1 and 2 incidents.

For Severity 1 or 2 incidents we provide frequent updates (every 30-60 minutes depending on the nature of the incident) to the Customer's technical contact and publish on a status page where applicable. On incident closure we issue a post-mortem with root cause, timeline, and corrective actions.

Scheduled maintenance is performed, whenever possible, in low-traffic windows and announced at least 48 hours in advance. Emergency maintenance is communicated as soon as possible.

• Provide access, information, and up-to-date technical contacts for service delivery and incident management.
• Comply with documented usage limits and best practices.
• Keep its own dependencies operational (Meta/Google accounts, telephony providers, domains, certificates, end-user consents).
• Report incidents without delay through the support channels.

We may update this SLA. Material changes will be notified at least 30 days in advance. Continued use of the Services after the effective date constitutes acceptance of the updated SLA.

For questions about this SLA or to report an incident, contact support@gurumood.com.