MarketMind AI's Service Level Agreement defines availability commitments, tiered service credit schedules, maintenance windows, and claim procedures for enterprise subscription instances.
Last updated: August 2026
Calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, multiplied by 100.
A period during which production API endpoints, LiteLLM orchestration proxies, or vector database endpoints (pgvector) return HTTP 5xx server errors or connection timeouts exceeding 30 seconds on greater than 5% of valid customer requests across a continuous five-minute window.
Planned infrastructure updates, database migrations, or system patches communicated to Customer in advance.
MarketMind AI commits to maintaining the plan-tiered Monthly Uptime Percentage ("Target Uptime") defined in the Customer's Order Form (e.g., 99.5% for Builder, 99.9% for Scale, 99.95% for Enterprise) during each billing cycle. Credit bands are measured relative to the Customer's committed Target Uptime, so a miss against a higher tier earns credit even when absolute uptime remains high. If MarketMind AI fails to meet the applicable Target Uptime, Customer is eligible to receive Service Credits applied against future subscription fees according to the following schedule:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| Below committed Target Uptime but ≥ 99.0% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Service Credits are capped at a maximum of 50% of the total monthly recurring fee billed to Customer for the affected billing cycle.
Routine infrastructure maintenance occurs during standard low-traffic windows (Sundays between 02:00 UTC and 06:00 UTC). MarketMind AI will notify Customer at least seven (7) days in advance via email or status dashboard for any scheduled downtime expected to exceed 15 minutes.
In cases where critical security patches, zero-day vulnerability mitigations, or emergency cloud infrastructure fixes are required, MarketMind AI reserves the right to execute emergency maintenance with at least two (2) hours advance electronic notice whenever feasible.
Downtime occurring during Scheduled Maintenance or properly noticed Emergency Maintenance is excluded from Monthly Uptime calculations.
The SLA Target Uptime commitment does not apply to performance degradation, latency, or Downtime resulting from:
To receive a Service Credit, Customer must submit a written claim to support@marketmindai.cloud within thirty (30) days after the end of the calendar month in which the Downtime occurred.
Claims must include dates, times, affected API log IDs, and detailed descriptions of each claimed Downtime incident.
Service Credits represent Customer's sole and exclusive financial remedy for any failure by MarketMind AI to meet Target Uptime commitments.
This SLA is provided for informational purposes and constitutes a summary of key service level terms. Final agreement language is subject to negotiation and legal review by both parties' counsel. This document does not constitute a binding offer.
Questions about uptime commitments? Contact us at support@marketmindai.cloud