Overview
Smartbox.ai is committed to delivering reliable, secure, and high‑performance services. This SLA outlines our annual uptime commitment, incident response times, and service credit policies.
Availability Commitment
- Annual Uptime Percentage (AUP): 99%
AUP Calculation:
AUP = (Eligible Minutes – Downtime Minutes) ÷ Eligible Minutes × 100
Downtime means a period when the Covered Services are unavailable due to issues within Smartbox.ai’s control.
Incident Response Times
| Priority | Description | Response | Restoration | Resolution |
|---|---|---|---|---|
| P1 | Critical outage | ≤ 1 hour | ≤ 4 hours | ≤ 12 hours |
| P2 | Major degradation | ≤ 4 hours | ≤ 12 hours | ≤ 2 days |
| P3 | Moderate impact | ≤ 8 hours | ≤ 2 days | ≤ 5 days |
| P4 | Minor impact | ≤ 12 hours | ≤ 5 days | ≤ 10 days |
| P5 | Low impact / feature bug | ≤ 1 day | ≤ 10 days | ≤ 20 days |
Scheduled Maintenance
- Announced ≥ 7 days in advance.
- Performed during low‑traffic windows.
- Emergency maintenance may occur without prior notice if required for security or stability.
Exclusions
This SLA does not cover:
- Customer-side network/configuration issues.
- Failures of third-party services not operated by Smartbox.ai.
- Events outside Smartbox.ai’s reasonable control (force majeure).
How We Measure
Availability is monitored using independent, external checks across multiple regions. Annual uptime reports and incident summaries are published for transparency.
Changes
Smartbox.ai may update this SLA from time to time. Material changes will be announced at least 30 days prior to taking effect.
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