Service Level Agreement (SLA)

Provider: ETACARINAE S.R.L. · VAT IT02552640068 · Via Cavour 71, 15011 Acqui Terme (AL), Italy · Contact: support@assumiai.it
Last updated: 13 February 2026 · Applies to paying tenants of Alba by AssumiAI

This SLA describes the commitments of ETACARINAE S.R.L. to Alba by AssumiAI customers regarding platform availability, incident response, and service credits. It complements the Terms of Service and applies to paying tenants only (trial accounts have best-effort support).

1. Availability target

The Alba platform (public API + web dashboard + inbound webhooks) is designed to meet the following monthly uptime targets, measured on a rolling 30-day window against an external status probe (assumiai.it/status):

Plan	Uptime target	Maintenance window
Basic	99.5%	Sun 03:00-05:00 CET
Pro	99.5%	Sun 03:00-05:00 CET
Business	99.9%	Sun 03:00-05:00 CET (advance notice 7d)
Enterprise	99.95% (custom contract)	Negotiated per contract

Scheduled maintenance is excluded from uptime calculation.

2. Support response times

Severity	Definition	Basic	Pro	Business
S1 · Down	Full outage of any billed channel or dashboard	4h	2h	1h
S2 · Degraded	Partial outage or major feature broken	24h	8h	4h
S3 · Minor	Cosmetic bug, feature request, question	next business day	next business day	next business day

Working hours: Mon-Fri 09:00-18:00 CET. Business tier includes weekend on-call for S1.

3. Incident credits

If actual uptime falls below the monthly target, the tenant is entitled to a service credit on the following invoice:

99.0%-target ≤ actual < target → 5% of monthly fee
95.0% ≤ actual < 99.0% → 10% of monthly fee
actual < 95.0% → 25% of monthly fee

Credits are applied automatically after post-incident review published on the public status page.

4. Exclusions

Force majeure (network partitions upstream of our providers, major internet outages).
Tenant-side misconfiguration (revoked Twilio / Meta / OpenAI tokens, KYC not completed).
Third-party provider incidents beyond our SLA (OpenAI outage, Meta WhatsApp API downtime, Twilio outage). We publish workarounds within our target response time.

5. Status page & post-mortem

Live status: assumiai.it/status. Every S1/S2 incident is followed by a public post-mortem within 5 business days, including root cause, timeline, and preventive actions.

6. Contact

Support: support@assumiai.it · Enterprise SLA custom terms: enterprise@assumiai.it