Service Level Agreement
Version 1.0 — Effective February 14, 2026
1. Introduction
This Service Level Agreement ("SLA") applies to customers subscribed to the Intentra Enterprise plan ("Customer"). It defines the uptime commitments and remedies provided by AB Foundry LLC dba Intentra ("Intentra", "we", "us") for the Intentra platform, including the API, Dashboard, and related services ("Services").
2. Service Availability
Intentra commits to maintaining 99.9% monthly uptime for the Intentra API and Dashboard. Uptime is calculated on a monthly basis using the following formula:
Monthly Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
3. Excluded Downtime
The following events are excluded from downtime calculations:
- Scheduled maintenance communicated at least 48 hours in advance
- Force majeure events, including natural disasters, wars, or government actions
- Issues caused by Customer's equipment, software, or network connectivity
- Issues caused by third-party services outside Intentra's control
- Actions taken at Customer's request
- Beta or preview features not designated as generally available
4. Service Credits
If Intentra fails to meet the 99.9% monthly uptime commitment, eligible Customers may receive service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% of monthly fees |
| Below 99.0% but at or above 95.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Service credits are applied to the next billing cycle and represent the sole and exclusive remedy for any failure to meet the uptime commitment. The maximum credit for any given month is 50% of the monthly fees for the affected period.
5. Credit Request Process
To request a service credit, Customer must submit a request within 30 days of the incident by emailing [email protected] with the following information:
- Affected dates and times (with timezone)
- Description of the impact on your use of the Services
- Any relevant logs or screenshots
Intentra will review each credit request and respond within 10 business days.
6. Support Response Times
Enterprise plan customers receive priority support with the following initial response time targets:
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Service is down or completely unusable | 1 hour |
| High | Major feature is impaired | 4 hours |
| Medium | Minor feature issue or workaround available | 1 business day |
| Low | General inquiry or feature request | 2 business days |
Support hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding US federal holidays.
7. Maintenance Windows
Scheduled Maintenance
Routine maintenance is performed during our standard maintenance window: Sundays, 2:00 AM to 6:00 AM Eastern Time.
Emergency Maintenance
Emergency maintenance may be performed as needed with best-effort advance notice. All maintenance notifications are sent via email to organization administrators.
8. Monitoring and Reporting
- A real-time status page is available at stats.uptimerobot.com
- Incident reports are provided for any downtime exceeding 15 minutes
- Monthly uptime reports are available upon request
9. Term
This SLA is effective for the duration of Customer's active Enterprise subscription. Intentra may update this SLA with 30 days written notice. Continued use of the Services after such notice constitutes acceptance of the updated SLA.
10. Contact
For questions about this SLA or to request service credits, contact us at [email protected]