Service Level Agreement (SLA)
Version 1.2 · 30 April 2026
Definitions
In this SLA, the following terms mean:
- Availability: the percentage uptime of the AI chatbot API per calendar month, measured in accordance with section 2.
- Planned maintenance: scheduled maintenance windows announced at least 48 hours in advance by email or via the customer portal.
- Incident: an interruption as described in section 2.
- Business day: Monday through Friday, excluding official public holidays.
1. Applicability
This SLA is an integral part of the Terms and Conditions and applies to all production services of Alvoru (AI chatbot).
2. Availability & Measurement
Target: 99.5% uptime per calendar month, measured via external monitoring (UptimeRobot, checkpoints every 5 minutes).
Measurement method: Monthly uptime = (total minutes − downtime) / total minutes × 100%. Planned maintenance time (communicated at least 48h in advance) does not count as downtime. Downtime begins after the first failed monitoring check and ends after two consecutive successful checks.
Incident definition: An incident is any interruption in which the chatbot API does not respond within 10 seconds or returns an HTTP status code 5xx for >50% of requests over a continuous period of 5 minutes.
3. What does not count
- Planned maintenance (announced at least 48 hours in advance by email)
- Force majeure (outages at Anthropic/OpenAI/Resend/Hetzner/Cloudflare, power failures, DDoS, government measures)
- Downtime caused by the Client (e.g. misconfiguration, API misuse)
- Force majeure in accordance with Article 10 of the Terms and Conditions
5. Reporting
On request, the Client receives a monthly uptime report within 10 business days after the end of the calendar month.
4. Compensation scheme
| Monthly uptime | Service credit |
|---|---|
| < 99,5% – ≥ 99,0% | 5% of the monthly subscription fee |
| < 99,0% – ≥ 98,0% | 10% of the monthly subscription fee |
| < 98,0% – ≥ 95,0% | 25% of the monthly subscription fee |
| < 95,0% | 50% of the monthly subscription fee |
Service credits are automatically applied to the next invoice. Credits cannot be exchanged for money. Maximum credit per month: 50% of the monthly fee.
6. Support response times
Alvoru distinguishes between automated AI responses (to questions from end customers via the chatbot) and human responses (to incidents or questions from the Client). Human response times apply on business days (Mon–Fri 09:00–18:00 CET):
| Type | Channel | Response time |
|---|---|---|
| Customer questions to the chatbot | AI, 24/7 | Immediate (< 1 minute) |
| Incident — Critical (product unreachable) | Human | Within 1 business day |
| Incident — High (major functional failure) | Human | Within 2 business days |
| Question/request — Normal | Human | Within 3 business days |
7. Escalation
If there is no response: email again to info@alvoru.com with "ESCALATION" in the subject. Alternatively by phone: 06-34 78 39 29.
8. Changes
Changes to this SLA are announced at least 30 days before they take effect. In the event of a materially adverse change, the Client may cancel free of charge as of the effective date.