Service Level Agreement (SLA)
Effective as of May 2, 2026 — Brain Build Premium tier only
Article 1 — Definitions
- Service: the AI Brain delivered by Veya Studio under the Premium tier, including the WhatsApp / Telegram / web channels and any custom integrations specified in the signed Devis.
- Uptime: the percentage of time the Service is operationally available to respond to client end-user messages within the response-time commitment defined in Article 3, measured monthly.
- Downtime: any continuous period during which the Service fails to respond to client end-user messages within the latency target defined in Article 3, excluding the situations listed in Article 6.
- Incident: any deviation from the Service's normal operation, classified by severity per Article 4.
- Business hours: Monday to Friday, 9:00 to 18:00 Central European Time, excluding French public holidays.
Article 2 — Uptime commitment
Veya Studio commits to a monthly Service uptime of 99.9%, measured over each calendar month from the first day at 00:00 CET to the last day at 23:59 CET.
| Monthly uptime achieved | Allowed downtime | Service credit (Article 5) |
|---|---|---|
| ≥ 99.9% | ≤ 43 minutes / month | None — SLA met |
| 99.0% to < 99.9% | 43 min to 7.2 hours / month | 10% of monthly retainer |
| 98.0% to < 99.0% | 7.2 to 14.4 hours / month | 25% of monthly retainer |
| < 98.0% | > 14.4 hours / month | 50% of monthly retainer + Client right of immediate termination without penalty |
Article 3 — Response time commitment
3.1. System latency
Under normal operating conditions, the Brain replies to incoming end-user messages within:
- 5 seconds for 95% of messages, measured monthly
- 10 seconds for 99% of messages, measured monthly
Latency is measured from the time the inbound message is received by the Service to the time the outbound reply is dispatched to the messaging channel API (WhatsApp, Telegram, web).
3.2. Support response time
When the Client reports an incident in writing to the dedicated Premium support address, Veya Studio acknowledges and begins investigation within the following targets:
| Severity | Acknowledgment | Resolution target |
|---|---|---|
| P1 (Critical) | 1 hour, 24/7 | 4 hours |
| P2 (High) | 4 business hours | 24 business hours |
| P3 (Medium / Low) | 1 business day | 5 business days |
Article 4 — Incident severity
- P1 — Critical: the Service is fully unavailable, or every end-user message receives an error response, or core integrations are entirely non-functional.
- P2 — High: the Service is functional but degraded — for example, latency exceeds the 99th-percentile target by more than 50%, or one (but not all) channels is unavailable, or one custom integration is failing.
- P3 — Medium / Low: non-blocking issues, cosmetic anomalies, single-conversation failures, or feature-specific behavior questions.
Article 5 — Service credits
Service credits are calculated as a percentage of the Client's monthly retainer for the affected month, per the table in Article 2. Credits are applied to the next monthly invoice. Credits are the Client's sole and exclusive remedy for any SLA breach, except in the case of repeated severe breach (< 98% uptime in two consecutive months), in which case the Client may terminate the contract without penalty per Article 12 of the CGV.
To claim a service credit, the Client must submit a written request to [email protected]within thirty (30) days of the affected month. The request must reference the affected month and may include the Client's own measurements; the source-of-truth measurement is provided by Veya Studio per Article 7.
Article 6 — Exclusions
The following events do not count as Downtime for SLA calculation purposes:
- Third-party platform outages beyond Veya Studio's control, including but not limited to: WhatsApp Business API (Meta), Telegram, Anthropic API, OpenAI API, Replicate, Pinecone, Supabase, Cloudflare, Stripe, Hostinger. Veya Studio engages best-effort mitigation but cannot guarantee uptime when these dependencies are unavailable.
- Scheduled maintenance announced at least 48 hours in advance, performed outside business hours where possible, with a target maximum of 4 hours per month.
- Force majeure as defined under French law (article 1218 of the Civil Code).
- Client-caused issues: misuse, modifications made by the Client to systems Veya Studio operates, or failure to provide information necessary for incident resolution.
- Beta or pre-release features explicitly marked as such in the Devis.
Article 7 — Measurement methodology
All uptime and latency measurements are produced by Veya Studio's internal monitoring system Sentinel, which operates 24/7 and logs every Service interaction with timestamps. Sentinel logs are retained for a minimum of 12 months and constitute the contractual source of truth for SLA calculations.
The Client may request, at any time, a real-time read-only view of the Service's health status for their dedicated infrastructure.
Article 8 — Reporting
Within ten (10) business days following the end of each calendar month, Veya Studio delivers to the Client a written SLA report containing:
- Monthly uptime achieved and target
- Latency percentiles (50th, 95th, 99th)
- Incident log (per-incident: timestamp, severity, duration, root cause, resolution)
- Any service credit owed
- Forward-looking notes (planned maintenance, capacity, dependency-vendor changes)
Article 9 — Out of scope
This SLA does not cover the quality, accuracy, or appropriateness of the Brain's responses (which are a function of the Knowledge Base provided by the Client and the Service's ongoing tuning), nor does it cover the Client's commercial outcomes from using the Service. The Client retains responsibility for content accuracy, regulatory compliance of communications, and end-user experience.
Article 10 — Modifications
Veya Studio may modify this SLA with sixty (60) days' written notice to the Client. Material changes that reduce the level of service may, at the Client's option, be grounds for renegotiation of the Devis or termination without penalty.
Contact
Premium support: [email protected]
Service credit claims: [email protected]
General inquiries: veya.studio
This SLA forms part of the Devis signed between Veya Studio and the Client and is governed by the CGV (General Sales Conditions). In case of conflict, the signed Devis prevails over this template.