This Service Level Agreement (“SLA”) describes the shape of the availability commitments and operational practices for the MindPath BI platform. It forms part of and is subject to the Terms of Service. The specific quantitative commitments — availability target, credit schedule, and measurement window — are defined contractually in the order form or master services agreement signed with each customer.
Publishing an availability percentage publicly before we are ready to back it contractually does nothing for customers and a lot for a competitor’s deck. We’re not willing to do that. Everything below is true of the operational posture of the platform; the numbers are written down only where we can stand behind them with service credits.
MindPath BI operates the production service against a monthly availability target measured across the core user-facing surface:
- Web application (dashboard, inbox, Client 360)
- API endpoints
- Message delivery pipeline (sending and receiving)
The specific availability target, the measurement definition, and the service-credit schedule that applies when we miss it are committed in the order form. Prospects under mutual NDA can review the current reference schedule on the access call.
“Downtime” means a period during which the core service is unreachable or materially non-functional, as measured by our synthetic monitoring systems. Downtime is counted in whole minutes using the contractual definition agreed with each customer.
Downtime excludes:
- Scheduled maintenance (see Section 03)
- Third-party service outages outside our control (upstream messaging providers, AI providers, etc.)
- Issues caused by Customer’s equipment, software, or network
- Force majeure events
- Alpha or beta features
- Slowness of individual features that does not constitute total unavailability
- Scheduled maintenance windows are announced in advance on our status page.
- We aim for scheduled maintenance to occur during low-traffic hours for the primary customer region.
- The maximum annual budget for scheduled maintenance is defined in the customer contract and re-confirmed on request.
When we miss the contractual availability target in a given measurement window, affected customers on paid plans are eligible for service credits. The credit schedule, cap, and claim window are defined in the customer contract.
The tiered credit schedule and annual cap are part of the order-form package. Service credits are the sole and exclusive remedy for missing the availability target.
During an incident affecting the service, we follow a priority-based communication discipline:
- P1 — Critical (total outage or confirmed data incident): status page entry and direct email to affected customers as quickly as operationally possible; a technical owner is assigned before status is posted.
- P2 — Major (degraded service, regional impact, or suspected data exposure): status page update, followed by a written summary once the scope is confirmed.
- P3 — Minor (partial feature impairment): status page update within the same business day.
- Post-incident reports for P1 and P2 incidents are published once the incident is resolved and root-cause analysis is complete.
The specific response-time targets for each priority are defined in the customer contract.
This SLA does not apply to:
- Free or trial accounts — service credits are available on paid plans only.
- Downtime caused by third-party AI providers — AI feature availability follows provider uptime.
- Features explicitly designated as alpha, beta, or preview.
- Downtime resulting from Customer actions that violate the Terms of Service.
We may update this SLA from time to time. Any reduction to the contractual availability target in force for a customer requires at least 30 days’ advance written notice. The “Last updated” date at the top changes when modifications are made to this page.
For SLA-related inquiries, to review the contractual reference schedule under NDA, or to request service credits under an existing contract, email josef@mindpathbi.com.