Service Level Agreement
Last updated: February 2026 · StudAI Technologies Pvt. Ltd.
1. Service Commitment
StudAI Technologies Pvt. Ltd. (“StudAI”) commits to maintaining a monthly uptime percentage of 99.9% for the StudAI BOS platform for customers on the Scale and Enterprise subscription plans (the “Service Commitment”).
This Service Level Agreement (“SLA”) forms part of the Terms of Service and applies to the production instance of the Service accessible at app.studai.in and through documented API endpoints.
Growth plan subscribers receive a commercially reasonable uptime target but are not covered by the Service Credit provisions of this SLA.
2. Uptime Calculation
Monthly Uptime Percentage is calculated using the following formula:
“Downtime” is defined as any period of 5 or more consecutive minutes during which the Service is materially unavailable to the Customer, as measured by StudAI’s external monitoring systems. A minute is considered unavailable if all continuous attempts to establish a connection to the Service within that minute fail, or if the Service returns server-side error responses (HTTP 5xx) for all requests within that minute.
Downtime is measured from the time the issue is detected by our monitoring systems or reported by the Customer, whichever occurs first, until the Service is restored.
3. Exclusions
The following are excluded from Downtime calculations:
- Planned Maintenance: Scheduled maintenance periods announced at least 48 hours in advance through email notification and the Service status page.
- Force Majeure: Events beyond StudAI’s reasonable control, including natural disasters, acts of war or terrorism, government actions, pandemic, internet backbone failures, or failures of third-party infrastructure providers.
- Customer-Caused Issues: Downtime caused by the Customer’s applications, equipment, network connectivity, or actions, including misconfiguration of API integrations or exceeding documented rate limits.
- Beta & Preview Features: Features or services explicitly designated as beta, preview, or experimental.
- Abuse or Violations: Service disruptions resulting from violations of the Acceptable Use Policy or Terms of Service.
4. Service Credits
If the Monthly Uptime Percentage falls below the Service Commitment, eligible customers may request Service Credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but ≥ 99.5% | 10% of monthly fees |
| Less than 99.5% but ≥ 99.0% | 25% of monthly fees |
| Less than 99.0% | 50% of monthly fees |
Service Credits are calculated as a percentage of the Customer’s monthly subscription fee for the month in which the Service Commitment was not met. Credits are applied to future invoices and are not redeemable for cash. The maximum aggregate Service Credit for any single month shall not exceed 50% of the monthly fees for that month.
5. Credit Request Process
To request a Service Credit:
- Submit a request to support@studai.in within 30 days of the end of the month in which the Downtime occurred.
- Include your organization name, the dates and times of the Downtime events, and a description of the impact.
- StudAI will review the request against our monitoring data within 10 business days.
- If the claim is validated, the Service Credit will be applied to the next billing cycle.
Failure to submit a credit request within the 30-day window constitutes a waiver of the right to the Service Credit for that month.
6. Support Response Times
StudAI provides tiered support response times based on issue severity and subscription plan:
| Severity | Description | Enterprise | Scale | Growth |
|---|---|---|---|---|
| Critical | Service completely unavailable or data loss | 1 hour | 4 hours | 12 hours |
| High | Major feature unavailable, no workaround | 4 hours | 8 hours | 24 hours |
| Normal | Minor issue or question, workaround available | 8 hours | 24 hours | 48 hours |
Response times are measured during business hours (Monday–Friday, 09:00–18:00 IST), except for Critical severity issues on Enterprise plans, which are covered 24/7.
7. Maintenance Windows
Planned maintenance is performed during the following designated window to minimize impact on business operations:
Regular Maintenance Window: Saturday, 02:00–06:00 IST (Indian Standard Time)
Notification: Minimum 48 hours advance notice via email to Organization Administrators and on the Service status page.
Emergency Maintenance: In rare cases requiring urgent security patches or critical fixes, maintenance may be performed outside the regular window with as much advance notice as practicable.
We strive to complete maintenance within the designated window and minimize any disruption. Where possible, maintenance is performed using rolling deployments with zero downtime.
8. Escalation Path
If you are not satisfied with the response to a support issue, you may escalate through the following path:
- Level 1 — Support Team: Submit issues via support@studai.in or the in-app support widget. Initial triage and response per the response times above.
- Level 2 — Engineering Lead: If the issue is not resolved within the stated response time, it is automatically escalated to the engineering lead for the affected service component.
- Level 3 — VP of Engineering: If the issue remains unresolved after 2× the stated response time, it is escalated to the VP of Engineering for prioritized attention.
- Level 4 — Executive Management: For Critical severity issues unresolved after 24 hours, or at the customer’s request, the issue is escalated to executive management. Enterprise customers may contact their designated account manager directly for expedited escalation.