Service Level Agreement

This Service Level Agreement ("SLA") is a policy governing the use of the Connic platform ("Services") under the terms of the Terms of Use (the "Agreement") between Connic ("we", "us", or "our") and users of the Services ("you" or "Customer"). This SLA applies to Customers on the Ultimate or Enterprise plans. Free, Starter, and Pro tier accounts are not covered by this SLA.

Unless otherwise provided herein, this SLA is subject to the terms of the Agreement. Capitalized terms not defined herein have the meanings set forth in the Agreement.

1. Service Commitment

Connic will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Level Objective" or "SLO"). In the event Connic does not meet the Service Level Objective, you will be eligible to receive Service Credits as described below.

1.1 Covered Services

This SLA applies to the following components of the Connic platform:

• Agent Execution Infrastructure: The systems responsible for running and executing your deployed AI Agents
• Connectors: Inbound and outbound integration endpoints including webhooks, WebSockets, Kafka consumers, and cron triggers
• API: The Connic REST API used for programmatic access to the platform

1.2 Excluded Services

The following are not covered by this SLA:

• The web dashboard and user interface
• Documentation and marketing websites
• Preview and development environments
• Beta, alpha, or preview features
• Accounts below the Ultimate or Enterprise plan tiers

2. Definitions

• "Downtime" means the total accumulated minutes during a monthly billing cycle in which the Covered Services are unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the Services within that minute fail, or if all of your Agent runs initiated during that minute fail due to a Service Error.
• "Excused Downtime" means any unavailability caused by circumstances beyond Connic's reasonable control, including:
  • Scheduled maintenance (with at least 24 hours advance notice via email or status page)
  • Emergency maintenance necessary for security or stability
  • Actions or inactions of you or any third party
  • Your equipment, software, or other technology
  • Failures of third-party services, including LLM providers (OpenAI, Anthropic, etc.)
  • Internet connectivity issues beyond Connic's network
  • Force majeure events (natural disasters, war, terrorism, labor disputes, government actions)
  • DNS issues outside of Connic's control
  • Attacks on the platform (DDoS, hacking attempts) despite reasonable security measures
  • Your violation of the Terms of Use or Acceptable Use Policy
• "Monthly Uptime Percentage" is calculated using the following formula:
  Monthly Uptime % = ((Total Minutes in Month - Downtime) ÷ Total Minutes in Month) × 100

  For clarity, Excused Downtime is not counted as Downtime for purposes of this calculation.

• "Service Credit" means a credit denominated as a percentage of the monthly fees you paid for the affected Services during the billing cycle in which the Downtime occurred.
• "Service Error" means any error returned by the Services with an HTTP 5xx status code, or a complete failure of the Services to respond to a valid request within 30 seconds.

3. Service Credits

3.1 Credit Schedule

If Connic fails to meet the Service Level Objective in any monthly billing cycle, you will be eligible for Service Credits according to the following schedule:

3.2 Credit Request Procedure

To receive Service Credits, you must submit a request to Connic within thirty (30) days of the end of the billing cycle in which the Downtime occurred. Your request must include:

• The words "SLA Credit Request" in the subject line
• Your account email address and project identifier(s) affected
• The dates and times of the Downtime incidents you are claiming
• Any supporting documentation, such as error logs or screenshots

Credit requests should be sent to support@connic.co.

3.3 Credit Verification

Connic will review your credit request and make a good faith determination based on our system logs, monitoring data, and other available information. We will respond to your request within thirty (30) days. If we confirm that the Service Level Objective was not met and you are eligible for Service Credits, we will apply the credits to your account within sixty (60) days.

3.4 Credit Limitations

• Maximum Credits: The maximum aggregate Service Credits that you may receive for any single monthly billing cycle shall not exceed 50% of the fees you paid for the affected Services during that billing cycle.
• Credit Form: Service Credits are applied as monetary credits toward future use of the Services. Credits are not redeemable for cash and cannot be transferred to other accounts.
• Credit Expiration: Service Credits expire twelve (12) months after issuance or upon termination of your account, whichever occurs first.
• Account Standing: You must be in good standing (no overdue payments or policy violations) to be eligible for Service Credits.

4. Sole and Exclusive Remedy

SERVICE CREDITS ARE YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE BY CONNIC TO MEET THE SERVICE LEVEL OBJECTIVE. YOU ACKNOWLEDGE THAT THE SERVICE CREDITS PROVIDED UNDER THIS SLA ARE A REASONABLE ESTIMATE OF YOUR DAMAGES AND NOT A PENALTY. THIS SLA DOES NOT ENTITLE YOU TO ANY ADDITIONAL REMEDIES, INCLUDING BUT NOT LIMITED TO REFUNDS, DAMAGES, OR TERMINATION RIGHTS BEYOND THOSE SET FORTH IN THE AGREEMENT.

The limitations of liability set forth in the Agreement apply to this SLA and are not modified by this SLA.

5. Scheduled Maintenance

Connic may perform scheduled maintenance on the Services from time to time. We will provide at least twenty-four (24) hours advance notice of scheduled maintenance via email to the address associated with your account and/or via our status page at status.connic.co. We will use commercially reasonable efforts to schedule maintenance during low-traffic periods and to minimize any impact on the Services.

In the event of emergency maintenance required to address security vulnerabilities, prevent imminent harm, or maintain the stability of the Services, we may perform maintenance with less than twenty-four (24) hours notice. We will provide as much advance notice as reasonably practicable under the circumstances and will update the status page during the maintenance window.

6. Monitoring and Reporting

6.1 Status Page

Connic maintains a public status page at status.connic.co where you can view the current status of the Services, historical uptime data, and subscribe to notifications about incidents and maintenance.

6.2 Incident Communication

During any incident affecting the Services, Connic will:

• Post updates to the status page as new information becomes available
• Provide an initial acknowledgment within fifteen (15) minutes of detecting an incident
• Provide regular updates at least every thirty (30) minutes during ongoing incidents
• Publish a post-incident report for significant outages within five (5) business days

6.3 Uptime Monitoring

Connic uses internal and third-party monitoring systems to track the availability of the Services. In the event of a dispute regarding Service availability, Connic's monitoring data will be used as the authoritative source to determine Downtime, unless you provide clear and convincing evidence to the contrary.

7. Support Response Times

In addition to the uptime commitment, Connic commits to the following support response times for Ultimate and Enterprise plan customers:

Note: Response times are measured during business hours (9:00 AM - 6:00 PM ET, Monday through Friday, excluding US federal holidays) unless otherwise specified in your subscription plan. Enterprise customers may have different support terms as specified in their agreement.

8. SLA Exclusions

This SLA does not apply to any performance issues or Downtime:

• Caused by factors outside of Connic's reasonable control, including any force majeure event or Internet access issues beyond the boundary of our network
• That result from any actions or inactions of you or any third party, including failure to follow documentation or recommended configurations
• That result from your equipment, software, or other technology and/or third-party equipment, software, or other technology (other than third-party equipment within Connic's direct control)
• That result from failures of individual Agent runs due to errors in your Agent code, Tool implementations, or configurations
• That result from unavailability or errors from third-party LLM providers (OpenAI, Anthropic, Google, etc.) or other third-party services integrated by your Agents
• That arise from Connic's suspension or termination of your right to use the Services in accordance with the Agreement
• During scheduled or emergency maintenance periods
• That result from beta, preview, or experimental features not designated as generally available
• That result from exceeding your subscription tier's resource limits or quotas

9. Changes to This SLA

Connic may modify this SLA from time to time. We will provide at least thirty (30) days advance notice of material changes by posting the updated SLA on our website and/or sending an email to the address associated with your account.

Changes that are materially adverse to you will not apply until the start of your next billing cycle following the notice period. Your continued use of the Services after the effective date of changes constitutes acceptance of the modified SLA.

If you do not agree with changes to the SLA, you may terminate your subscription in accordance with the Agreement.

10. Enterprise Customers

Enterprise customers may negotiate custom SLA terms, including higher uptime commitments, enhanced support response times, and additional service credits. Custom SLA terms will be documented in your Enterprise agreement and will supersede this standard SLA to the extent of any conflict.

For information about Enterprise plans and custom SLA options, please contact enterprise@connic.co.

Contact Information

For questions about this SLA or to submit a Service Credit request: