This Service Level Agreement (“SLA”) is incorporated into the agreement between Areebi Pty Ltd (“Areebi”, “we”, “us”) and the entity subscribing to our services (“Customer”, “you”). It defines the service levels, support commitments, and remedies applicable to the Areebi enterprise AI governance platform.
1. Service Availability
Areebi commits to maintaining 99.9% uptime for all cloud-hosted components of the platform, measured on a calendar-month basis. Uptime is calculated as:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as any period during which the core platform services are materially unavailable to the Customer, as measured by Areebi's monitoring systems. The following are excluded from downtime calculations:
- Scheduled maintenance windows (see Section 2)
- Outages caused by factors outside Areebi's reasonable control, including force majeure events
- Issues resulting from Customer's equipment, software, or network connectivity
- Actions or inactions of the Customer or any third party acting on the Customer's behalf
2. Scheduled Maintenance
Areebi performs regular maintenance to ensure the platform remains secure, reliable, and up to date. The following commitments apply to scheduled maintenance:
- Advance notice: Areebi will provide at least 48 hours' written notice before any scheduled maintenance that may affect service availability, via email and the platform status page.
- Maintenance windows:Scheduled maintenance will be conducted during off-peak hours (typically weekends or between 00:00–06:00 UTC) to minimise impact on Customer operations.
- Emergency maintenance:In the event of a critical security vulnerability or imminent service risk, Areebi may perform emergency maintenance with less than 48 hours' notice. In such cases, Areebi will provide as much advance notice as reasonably practicable and communicate updates through the status page.
3. Service Credits
If Areebi fails to meet the 99.9% uptime commitment in any given calendar month, the Customer may be eligible for service credits as set out in the table below. Service credits are calculated as a percentage of the monthly fees paid by the Customer for the affected services.
| Monthly Uptime Percentage | Service Credit |
|---|
| 99.9% – 99.5% | 10% of monthly fees |
| 99.5% – 99.0% | 25% of monthly fees |
| Below 99.0% | 50% of monthly fees |
To request a service credit, the Customer must submit a written request to support@areebi.com within 30 days of the end of the affected month. The request must include the dates and times of the claimed downtime. Service credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment. Credits are applied against future invoices and are not redeemable for cash.
4. Support Response Times by Tier
Areebi provides tiered support with guaranteed initial response times based on the Customer's subscription plan and the severity of the issue. Response times are measured from the time a support ticket is submitted through the platform or via email.
| Severity | Secure Essentials | Compliance Pro | Enterprise Defense |
|---|
| Critical | 8 hours | 4 hours | 1 hour |
| High | 24 hours | 12 hours | 4 hours |
| Medium | 48 hours | 24 hours | 8 hours |
| Low | 72 hours | 48 hours | 24 hours |
Response times represent the maximum time within which Areebi will acknowledge the issue and begin investigation. Resolution times will vary depending on the complexity of the issue but Areebi will use commercially reasonable efforts to resolve all issues as promptly as possible.
5. Severity Definitions
The following severity levels are used to classify support issues and determine the appropriate response:
- Critical: The platform is completely unavailable or a core function is non-operational, affecting all or a significant number of users. No workaround is available. Examples include complete service outage, data loss, or a security breach.
- High: A major feature or function of the platform is significantly impaired, affecting business operations. A partial workaround may be available. Examples include audit logging failure, DLP rules not applying, or SSO authentication issues.
- Medium: A minor feature or function is impacted with a viable workaround available. The issue causes inconvenience but does not materially affect business operations. Examples include report generation delays, dashboard display errors, or non-critical integration issues.
- Low: A cosmetic issue, general inquiry, or feature request that does not affect platform functionality. Examples include UI appearance issues, documentation questions, or enhancement suggestions.
6. Incident Communication
Areebi is committed to transparent and timely communication during service incidents. The following communication channels and procedures are in place:
- Status page: Real-time service status is available at our public status page, which is updated throughout any incident with current status, impact assessment, and estimated time to resolution.
- Email notifications: Customers are notified via email at the onset of any incident affecting their services, with follow-up updates at regular intervals until the incident is resolved.
- Post-incident reviews: For all Critical and High severity incidents, Areebi will conduct a thorough post-incident review and provide the Customer with a written report within 5 business days. The report will include root cause analysis, timeline of events, impact assessment, and corrective actions taken to prevent recurrence.
7. Escalation Procedures
If a support issue is not being resolved within the expected timeframe, Customers may escalate the matter through the following levels:
- Level 1 - Support Engineer: Initial point of contact for all support requests. Handles troubleshooting, diagnostics, and resolution of standard issues.
- Level 2 - Senior Engineer: Escalation for complex technical issues that require deeper investigation, specialised knowledge, or cross-team coordination.
- Level 3 - VP Engineering: Escalation for persistent or high-impact issues that remain unresolved, requiring executive oversight and resource prioritisation.
- Level 4 - CTO: Final escalation point for critical matters requiring the highest level of executive attention and strategic decision-making.
To initiate an escalation, contact support@areebi.com referencing your ticket number and requesting escalation to the appropriate level.
8. Exclusions
This SLA does not apply to service disruptions or performance issues caused by:
- Force majeure:Events beyond Areebi's reasonable control, including natural disasters, acts of war or terrorism, government actions, pandemics, widespread internet outages, or failures of upstream infrastructure providers.
- Customer-caused issues:Problems resulting from the Customer's own systems, configurations, software, hardware, network connectivity, or actions (including misuse, unauthorised modifications, or failure to follow Areebi's recommendations).
- Third-party services: Failures or degradation of third-party services, APIs, or integrations that are not operated by Areebi, including LLM providers, identity providers, and Customer-selected cloud infrastructure.
- Scheduled maintenance: Any downtime that falls within a scheduled maintenance window communicated in accordance with Section 2 of this SLA.
9. On-Premises Deployments
For Customers who deploy Areebi in an on-premises or self-hosted environment, the following provisions apply:
- The uptime and availability commitments in this SLA apply exclusively to Areebi-hosted cloud components and services managed directly by Areebi.
- The Customer is solely responsible for the availability, performance, security, and maintenance of their self-hosted infrastructure, including servers, networking, storage, and operating systems.
- Areebi will provide deployment support, configuration guidance, and troubleshooting assistance for the Areebi software running on Customer infrastructure, in accordance with the Customer's support tier.
- Software updates and patches will be made available to on-premises Customers. The Customer is responsible for applying updates in a timely manner to maintain support eligibility.