LEGAL DOCUMENT
· EFFECTIVE 2026-08-25
Service Level Agreement (SLA)
[CONFIGURE] · SovereignCity AI
| Tier | Uptime Commitment | Support |
|---|---|---|
| Community | 95.0% | Community forum |
| Municipal | 99.0% | Email · 24h response |
| National | 99.5% | Phone + email · 4h response |
| Sovereign | 99.9% | 24/7 dedicated team |
1. Availability
Availability is measured monthly as: (total minutes − downtime) / total minutes × 100. Planned maintenance announced 48h in advance is excluded.
2. Support Response Times
Response targets depend on tier and severity. Critical (system down): Sovereign 1h, National 4h, Municipal 24h. Community: best-effort via forum.
3. Service Credits
If monthly uptime falls below the committed level, the Customer may claim service credits: 10% of monthly fee per 1% below target, capped at 50%.
4. Exclusions
Downtime caused by Customer misconfiguration, force majeure, or third-party infrastructure outside the Provider's control is excluded.
5. Incident Reporting (EU AI Act Art. 73)
Serious incidents affecting the AI system are reported in line with Art. 73 timelines, integrated with the platform's incident tooling.