Service Level Agreement.

1. Scope

This Service Level Agreement ("SLA") applies to all paid subscribers of the Dataviz by DemanualAI platform ("Service"). This SLA is part of your service agreement with DemanualAI Pvt. Ltd.

2. Service Availability

2.1 Uptime Commitment

"Uptime" is measured as the percentage of time the Service API (https://api.demanualai.com/health) returns a successful response, excluding scheduled maintenance and exclusions listed in Section 5.

2.2 Measurement

• Uptime is calculated on a monthly basis (calendar month)
• Monitoring is performed at 1-minute intervals
• Downtime begins when the health endpoint fails to respond for 3 consecutive checks (3 minutes)
• Downtime ends when the health endpoint returns successful responses for 3 consecutive checks
• Real-time status is available at status.demanualai.com

3. Performance Targets

3.1 Response Time

3.2 Throughput

4. Service Credits

4.1 Eligibility

Service credits apply to the Monthly Subscription and Enterprise plans only. The 30-Day Pilot is a one-time fixed-fee engagement and is not eligible for service credits; if material downtime occurs during a Pilot, DemanualAI will instead extend the Pilot period by an equivalent amount of time at no additional cost.

4.2 Credit Schedule

If we fail to meet the uptime commitment in a given month, eligible plans receive service credits as follows:

4.3 How to Claim

• Submit a credit request to support@demanualai.com within 30 days of the affected month
• Include the dates and times of the outage(s) you experienced
• We will verify the downtime against our monitoring records and respond within 7 business days

4.4 Credit Application

• Credits are applied to your next invoice
• Credits are not refundable as cash
• Maximum credit per month: 100% of that month's fee
• Credits do not carry over between months

5. Exclusions

The following are excluded from uptime calculations:

5.1 Scheduled Maintenance

• Maintenance windows: Sundays 02:00–06:00 IST (UTC+5:30)
• We will provide at least 48 hours notice for scheduled maintenance via email
• Emergency maintenance (security patches) may occur with shorter notice

5.2 Not Our Fault

Downtime caused by:

• Your database being unavailable, slow, or unreachable
• Your network or internet connectivity issues
• Third-party service outages (Supabase, AWS) beyond our control
• Force majeure events (natural disasters, pandemics, government actions)
• Your violation of the Terms of Service or Acceptable Use Policy
• DNS propagation delays when configuring custom domains

5.3 Client-Side Issues

• Browser compatibility issues
• Client-side JavaScript errors
• Slow rendering due to large datasets (10,000+ rows)

6. Support

6.1 Support Channels

6.2 Response Times

6.3 Escalation

If you are not satisfied with the support response:

1. Request escalation to a senior engineer via the support ticket
2. Email sanjay@demanualai.com for founder-level escalation
3. Enterprise customers: Contact your dedicated account representative

7. Data Protection SLA

8. Incident Communication

During service incidents:

• Real-time updates are posted to status.demanualai.com
• Email notifications will be sent for incidents lasting more than 30 minutes
• Post-incident reports will be provided within 5 business days for P1/P2 incidents
• Post-incident reports include: timeline, root cause, impact, and preventive measures

9. Changes to This SLA

We may update this SLA with 30 days' notice. Changes will not reduce service levels for existing customers during their current billing period. Updated SLA terms apply at the start of the next billing period.

10. Contact

For SLA-related inquiries or to report an outage:

This SLA is effective as of May 6, 2026.