Service Level Agreement

1. Availability commitment

For Professional and Enterprise subscriptions on the managed SaaS offering, NeurQ AI Labs targets 99.9% monthly uptime for the core web application and API (excluding customer-managed agents, customer networks, and third-party IdPs).

2. Service credits

If monthly availability falls below 99.9%, you may request service credits applied to a subsequent billing cycle:

• 99.0% – 99.9% — 10% of monthly subscription fee
• 95.0% – 99.0% — 25% of monthly subscription fee
• Below 95.0% — 50% of monthly subscription fee

Credits must be requested in writing to contact@qsasset.com within 30 days of the affected month. Credits are the sole remedy for SLA shortfalls unless otherwise agreed in an enterprise order form.

3. Exclusions

Scheduled maintenance announced at least 48 hours in advance, force majeure, upstream cloud/network failures outside our reasonable control, customer misconfiguration, agent or on-premise outages, and Free/Starter plan usage are excluded from the 99.9% calculation.

4. Support response targets

• Professional — Priority support during business hours (IST)
• Enterprise / Custom — Dedicated support channel and custom SLA as defined in the order form