SERVICE LEVEL AGREEMENT
Last updated : February 6, 2026
1. Service Availability
CaliaLabs commits to maintaining a minimum availability of 99.9% on a monthly basis for the CEREBRO infrastructure.
Calculation: (Total time - Downtime) / Total time × 100
2. Maintenance Windows
Planned maintenance may take place on a monthly basis:
- • Schedule: Sunday 02:00 - 06:00 CET
- • Frequency: Maximum once per month
- • Notification: 7 days in advance by email
- • Maximum duration: 4 hours
3. Support Response Times
Critical Incident (P1)
Service completely unavailable or data loss
Response time: 1 hour
Major Incident (P2)
Important functionality unavailable
Response time: 4 hours
Minor Incident (P3)
Issue not impacting critical operations
Response time: 24 hours
4. Performance
- • API latency: < 200ms (P95)
- • Email processing time: < 3 seconds
- • Maximum throughput: 10,000 emails/hour per tenant
5. Backups
Automatic backup policy:
- • Frequency: Daily (incremental snapshot)
- • Retention: 30 days
- • Location: Separate data centre (France)
- • RPO (Recovery Point Objective): 24 hours
- • RTO (Recovery Time Objective): 4 hours
6. Service Credits
In the event of SLA non-compliance, the Client is eligible for service credits:
- • Availability 99.0% - 99.9%: 10% credit
- • Availability 95.0% - 99.0%: 25% credit
- • Availability < 95.0%: 50% credit
Credits are calculated on the monthly invoice and applied the following month.
7. Exclusions
The SLA does not apply in cases of:
- • Force majeure (natural disaster, terrorist attack, etc.)
- • Notified planned maintenance
- • Issues attributable to the Client's infrastructure
- • Use not compliant with the AUP
- • DDoS attack specifically targeting the Client