Service Level Agreement

Operator & Data Controller

ShiftNode Digital s.r.o. (operator of the EM3A service at em3a.ai)
Registered office: Nové sady 988/2, Staré Brno, 602 00 Brno, Czech Republic
Company ID (IČO): 249 06 123
Privacy contact: privacy@em3a.ai
Legal / procurement contact: legal@em3a.ai

English legal version controls. Localized routes may include summaries for visitor convenience, but the English text controls unless a separately signed agreement says otherwise.

1. Scope and Eligibility

This Service Level Agreement ("SLA") describes the availability commitments and support response targets ShiftNode Digital s.r.o. provides for EM3A. It is part of the Terms of Service. A signed enterprise SLA, where executed, controls over this public SLA.

Eligibility: the uptime commitments and service credits in this SLA apply only to Enterprise workspaces that are in good standing (no overdue invoices, no AUP violation). Pilot access, beta features, and the public lead-magnet/Intelligence Brief are provided on a best-effort basis without SLA.

2. Definitions

"Calendar Month": the calendar month for which uptime is measured.
"Monthly Uptime": total minutes in a Calendar Month minus Downtime, divided by total minutes, expressed as a percentage.
"Downtime": sustained periods (5 consecutive minutes or longer) during which the core platform is unable to serve authenticated requests, excluding items listed in section 5.
"Service Credit": a credit applied against future fees as the sole remedy for missed uptime targets.
"Severity": the impact level assigned to a support case as set out in section 4.

3. Uptime Commitment

Plan	Monthly Uptime Target
Business	99.5%
Enterprise	99.9%

Uptime is measured for the core platform (web application, authentication, primary API). Asynchronous AI workflows, third-party integrations, and individual model providers are best-effort and excluded from the uptime calculation.

4. Support Response Targets

Severity	Definition	Business response	Enterprise response
S1 — Critical	Production outage or security incident affecting all users	8 business hours	1 hour, 24×7
S2 — High	Major feature unusable; no reasonable workaround	1 business day	4 business hours
S3 — Medium	Feature impaired; workaround available	2 business days	1 business day
S4 — Low	Question, cosmetic issue, feature request	5 business days	3 business days

"Response" means first substantive human reply, not resolution. Business hours are 09:00–18:00 Central European Time, Monday to Friday, excluding Czech public holidays.

5. Exclusions

The following are excluded from Downtime and SLA calculations:

Scheduled maintenance announced at least 48 hours in advance via the status page or in-product notice, typically performed in low-usage windows.
Emergency maintenance reasonably required to protect security or integrity of the Service.
Force-majeure events as defined in the Terms of Service.
Failures of third-party providers outside our reasonable control (cloud infrastructure, AI model providers, grounded-search providers, web-scraping providers, identity providers, payment providers, customer-managed integrations).
Customer fault, including misconfiguration, credential leakage, exceeding documented rate limits, or breach of the Acceptable Use Policy.
Beta, preview, or experimental features.
Issues with the customer's own network, browser, devices, VPN, or local extensions.

6. Service Credits

If Monthly Uptime for an eligible plan falls below the applicable target, you may request the following Service Credit, calculated against the affected service fees for the relevant Calendar Month:

Monthly Uptime	Service Credit
< Target but ≥ 99.0%	5% of monthly fees for the affected service
< 99.0% but ≥ 95.0%	10% of monthly fees for the affected service
< 95.0%	25% of monthly fees for the affected service

Claim process: submit a written request to support@em3a.ai within 30 days of the end of the affected Calendar Month, including the dates, times, and impact of the Downtime. We will validate against our internal monitoring records.

Cap and exclusivity: total Service Credits in any single Calendar Month will not exceed one month of fees for the affected service. Service Credits are the sole and exclusive remedy for missed uptime targets. They are issued as credit toward future invoices, are non-refundable in cash, and cannot be combined across services.

7. Security Incident Response

Suspected security issues should be reported to security@em3a.ai. Confirmed security incidents involving Customer Personal Data are governed by the DPA and the Privacy Policy breach-notification commitments.

8. Status and Communications

We communicate operational status, planned maintenance, and incident updates through the status page and in-product banners. For Enterprise customers, a named contact will receive direct email notifications for S1 incidents.

9. Changes to this SLA

We may update this SLA from time to time. Changes that materially reduce the commitments for in-term Enterprise customers will not take effect until the start of their next renewal term, unless required by law.

10. Contact

SLA questions and credit requests: support@em3a.ai. Procurement: legal@em3a.ai.