RPRED PALM
Start your engine

Service

Service Level Agreement

The availability and support commitments behind DECISION ENGINE.

Effective date: [TODO — set at launch] · Applies to DECISION ENGINE and redpalm.ai

Overview

This Service Level Agreement (“SLA”) describes availability commitments, maintenance practices, incident handling, and the service credits available when we miss our targets. It is part of the Terms of Service.

01.Availability Commitment

DECISION ENGINE is designed and operated for high availability. Our monthly uptime commitment for the dashboard and core processing is:

TODO before launch

Do not commit to a number before launch. Placeholder:

  • Set the committed Monthly Uptime Percentage (e.g., 99.5% / 99.9%) after infrastructure benchmarks.
  • Publish a public status page and link it here.

Monthly Uptime Percentage: [TODO]% · Status page: status.redpalm.ai [TODO]

02.What Counts as Downtime

Downtime is the total minutes in a month during which the core service is unavailable, excluding the exclusions below. The engine’s background work (snapshots, analysis) is designed to catch up automatically after interruptions, so brief processing delays are not downtime.

03.Exclusions

  • Scheduled maintenance announced in advance (see below).
  • Failures of third-party platforms the service connects to (for example, search engines or profile platforms).
  • Issues caused by customer actions, customer equipment, or force majeure events.
  • Suspensions under the Acceptable Use Policy or for non-payment.

04.Maintenance Windows

Routine maintenance is performed during low-traffic windows and, where disruptive, announced in advance. Emergency maintenance may occur without notice when required for security or stability.

05.Incident Priorities

  • P1 — Critical: service down or data at risk for many customers. All-hands response.
  • P2 — Major: a core capability materially degraded. Urgent response during extended hours.
  • P3 — Minor: a non-core feature impaired with a workaround. Scheduled fix.
  • P4 — Cosmetic: minor defects and requests. Prioritized in normal planning.

06.Support Targets

Support is available by email. Target first-response times by priority:

TODO before launch

Set final support targets before launch:

  • Confirm support hours and first-response targets per priority (e.g., P1: 4 business hours).

07.Service Credits

If monthly uptime falls below the committed percentage, customers may request a service credit against a future invoice. Credit tiers will be published alongside the final uptime commitment. Credits are the exclusive remedy for missed availability targets and never exceed the fees for the affected month.

TODO before launch

Define credit tiers (e.g., 10% / 25% of monthly fee by shortfall band) with the final uptime number.

08.Claiming a Credit

Email billing@redpalm.ai within 30 days of the end of the affected month with the dates and details. We verify claims against our monitoring.

09.Definitions

  • Monthly Uptime Percentage: 100% minus the percentage of minutes in the month that count as downtime.
  • Core service: the customer dashboard and the engine’s scheduled processing.
  • Service credit: a credit against future fees; not a cash refund.

FAQ

Where can I see current status?

A public status page is planned and will be linked from this page and the footer once live.

Do search-engine outages count against the SLA?

No. Failures of third-party platforms the engine connects to are excluded, though the engine automatically resumes and catches up when they recover.

Related policies

Terms of ServiceRefund & Cancellation PolicySecurity Overview