Service Level Agreement

Last updated: April 2026

Uptime Commitment

JCIL.AI targets 99.9% monthly uptime for all production services, measured as the percentage of total minutes in a calendar month during which the platform is available and functional. Scheduled maintenance windows are excluded from uptime calculations.

Scheduled Maintenance

Planned maintenance will be announced at least 48 hours in advance via email to all registered users. Maintenance windows are scheduled during low-traffic periods to minimize disruption. Emergency security patches may be applied with shorter notice when necessary to protect user data.

Response Times

We commit to the following response times for support requests:

  • Standard support tickets: Initial response within 24 hours during business days.
  • Urgent issues (service outage, security incident, billing error): Initial response within 4 hours, any day.

Response time is measured from the moment we receive the support request to our first substantive reply. Automated acknowledgment emails do not count as a response.

Service Credits

If monthly uptime falls below the 99.9% target, affected users on paid plans are eligible for service credits. Credits are calculated as 10x the downtime-proportional cost of the affected subscription period.

For example, if the platform experiences 1 hour of unplanned downtime in a 720-hour month, the downtime proportion is approximately 0.14%. The credit issued would be 10x that proportion applied to the user's monthly subscription cost.

Credits are applied automatically to the next billing cycle. Users do not need to file a claim. Credits cannot exceed 100% of the monthly subscription cost and cannot be redeemed for cash.

Exclusions

The uptime commitment and credit policy do not apply to disruptions caused by:

  • Force majeure: Natural disasters, wars, pandemics, government actions, or other events beyond our reasonable control.
  • Third-party provider outages: Downtime caused by upstream AI model providers, Stripe (payments), Supabase (database), Vercel (hosting), or other upstream infrastructure providers.
  • User-caused issues: Problems resulting from the user's own equipment, network connectivity, browser configuration, or misuse of the service.
  • Scheduled maintenance: Pre-announced maintenance windows as described above.
  • Beta features: Features explicitly labeled as beta or experimental are not covered by this SLA.

Monitoring

Current service health is available on our status page. We monitor all critical services continuously and will update the status page within 15 minutes of any detected incident.

Contact

For SLA-related questions or to report a service issue:

Email: support@jcil.ai

Mail: JCIL.AI, 130 Bishop Allen Drive, 5th Floor, Cambridge, MA 02139

Support: jcil.ai/support