1. Scope of Application
This SLA sets out the availability commitments, support response times, and service credit mechanisms applicable to customers who have purchased a plan that includes an SLA or who have an enterprise agreement expressly providing for the application of an SLA. This SLA shall be read together with the applicable commercial terms, service-specific terms, and commercial documentation.
Free users, trial users, or users on plans without an SLA are not entitled to the commitments set out in this document.
2. Scope of Measurement
Unless otherwise provided in the commercial documentation, SLA commitments apply only to components directly controlled by Hemidi, for example:
- Hemidi's application layer and backend services;
- Hemidi's API gateway and orchestration logic;
- authentication services managed by Hemidi;
- the task orchestration and request-processing layer operated by Hemidi.
The following items are generally excluded from uptime calculations, unless otherwise agreed:
- the underlying cloud infrastructure of third-party providers;
- third-party model providers or AI APIs;
- third-party payment services;
- the public Internet, ISPs, CDNs, or customer-side devices;
- errors arising from the customer's configuration, software, or systems.
3. Commitments
Unless otherwise provided in the commercial documentation, the default target levels may be:
- Web platform or application: 99.5% monthly uptime
- API: 99.5% monthly uptime
- Authentication: 99.5% monthly uptime
- AI orchestration features controlled by Hemidi: 99.5% monthly uptime
4. Support and Response
If the customer purchases a support plan with an SLA, Hemidi may apply the following target response times:
- High severity: initial response within 4 business hours
- Medium severity: initial response within 1 business day
- Low severity: initial response within 2 business days
Response time does not mean final resolution time.
5. SLA Exclusions
The SLA does not apply to:
- scheduled or emergency maintenance for which reasonable notice has been given where possible;
- force majeure events;
- the customer's breach of the terms;
- over-consumption of quota, misconfiguration, or faulty integrations on the customer's side;
- failures arising from third-party providers outside Hemidi's reasonable control.
6. Remedies
The SLA remedy, if any, shall be service credits granted by Hemidi in accordance with the ratios specified in the commercial documentation or the detailed SLA appendix. Service credits are not redeemable for cash unless otherwise agreed by the parties in writing.