FluxAI Service Level Agreement
Effective Date: April 2025 Version: 1.0
This Service Level Agreement ("SLA") describes the service levels for FluxAI provided by Trinesis Technologies Private Limited. This SLA applies to customers with an active Annual Maintenance Contract (AMC).
1. Platform Availability
| Metric | Commitment |
|---|---|
| Cloud Platform Uptime | 99.5% monthly |
| Scheduled Maintenance Window | Sundays 2:00 AM - 6:00 AM IST |
| Advance Notice for Maintenance | 48 hours minimum |
Uptime Calculation
Monthly uptime percentage = ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100
Exclusions from Uptime Calculation
- Scheduled maintenance (with proper notice)
- Force majeure events
- Issues caused by your infrastructure
- Internet connectivity issues at your premises
- Issues caused by third-party services outside our control
2. Support Coverage
Support Hours
| Channel | Availability |
|---|---|
| Email Support | 9:00 AM - 6:00 PM IST, Monday - Friday |
| Phone Support | 9:00 AM - 6:00 PM IST, Monday - Friday |
| Remote Diagnostics | Included |
Excludes public holidays in India
What's Included in AMC
| Service | Coverage |
|---|---|
| Technical Support | Email & Phone |
| Software Updates | Included |
| Security Patches | Included |
| Bug Fixes | Included |
| AI Model Retraining | Quarterly |
| System Health Check | Quarterly |
3. Response & Resolution Times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System down, no workaround available | 4 hours | 24 hours |
| High | Major feature unavailable | 8 hours | 48 hours |
| Medium | Feature impaired, workaround exists | 24 hours | 5 business days |
| Low | Minor issue, cosmetic defect | 48 hours | Next scheduled release |
Severity Definitions
Critical (P1)
- Complete system failure
- Data collection completely stopped
- All users unable to access the platform
- Production line visibility completely lost
High (P2)
- Major feature non-functional (e.g., dashboards not loading)
- Significant performance degradation
- Data not syncing for extended period
- Multiple users affected
Medium (P3)
- Individual feature not working as expected
- Workaround available
- Limited user impact
- Non-critical functionality affected
Low (P4)
- Cosmetic issues
- Documentation clarifications
- Enhancement requests
- Minor UI inconsistencies
4. Data Performance
| Metric | Target |
|---|---|
| Edge-to-Cloud Data Latency | < 5 seconds (typical conditions) |
| Data Loss During Network Outage | 0% (local buffering for 7 days) |
| Dashboard Refresh Rate | Real-time (< 10 seconds) |
| Historical Data Query Response | < 3 seconds |
5. Service Credits
If monthly uptime falls below our commitment, you are eligible for service credits applied to future invoices.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.5% | 5% of monthly AMC |
| 95.0% - 99.0% | 10% of monthly AMC |
| < 95.0% | 25% of monthly AMC |
Credit Terms
- Maximum credit per month: 25% of monthly AMC
- Credits applied to next invoice
- Credits do not apply if AMC is not current
- You must request credits within 30 days of the incident
How to Claim Credits
Email support@trinesis.com with:
- Subject: "SLA Credit Request"
- Dates and times of downtime
- Description of impact
- Your organization name and license details
6. Support Exclusions
Support services do not include:
- Issues caused by modifications you or third parties made
- Issues caused by third-party software or hardware not provided by us
- Network or infrastructure issues on your premises
- Training beyond initial implementation (available separately)
- On-site visits (quoted separately if required)
- Issues arising from failure to implement updates we provide
- Customizations or integrations not covered by your Order
7. On-Site Support
On-site support is available upon request and quoted separately based on:
- Location
- Scope of work
- Duration required
Contact your account manager for on-site support arrangements.
8. Escalation Path
If you are not satisfied with support response:
| Level | Contact | Timeframe |
|---|---|---|
| Level 1 | Support Team | support@trinesis.com |
| Level 2 | Support Manager | Within 24 hours of L1 |
| Level 3 | Account Manager | Within 48 hours of L2 |
| Level 4 | Director | Within 72 hours of L3 |
9. Maintenance Windows
Scheduled Maintenance
- Window: Sundays 2:00 AM - 6:00 AM IST
- Notice: Minimum 48 hours via email
- Impact: Platform may be unavailable or degraded
Emergency Maintenance
- For critical security patches or urgent fixes
- Notice provided as soon as reasonably possible
- We will minimize duration and impact
Maintenance Notifications
Notifications sent to designated technical contacts. Ensure your contact information is current.
10. Customer Responsibilities
To receive full SLA benefits, you must:
- Maintain current contact information
- Respond to our requests for information within reasonable timeframes
- Provide access for remote diagnostics when needed
- Implement updates and patches we provide
- Report issues promptly through designated channels
- Maintain adequate network connectivity
11. Reporting
Monthly Reports (upon request)
- Platform availability statistics
- Support ticket summary
- AI model performance metrics
Quarterly Business Reviews
- Available for enterprise customers
- Performance review
- Roadmap discussion
- Optimization recommendations
12. SLA Modifications
We may modify this SLA with 30 days written notice. Modifications apply to AMC renewals. Material adverse changes give you the right to terminate AMC with prorated refund.
Contact Support
Email: support@trinesis.com Phone: +91 9561444892
Hours: 9:00 AM - 6:00 PM IST, Monday - Friday
Last updated: April 2025