This Service Level Agreement ("SLA") defines the service commitments that Sarudo provides to its clients for the AI Employee platform. This SLA is incorporated into and forms part of the Terms of Service. Capitalized terms not defined herein have the meanings set forth in the Terms of Service.
1. Service Availability
Sarudo targets 99.5% uptime for your AI employee infrastructure, measured on a calendar-month basis. Uptime is calculated as:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
"Downtime" is defined as any period during which your AI employee is unable to receive or respond to messages across its configured communication channels due to issues within Sarudo's control. Scheduled maintenance windows and exclusions listed in Section 8 are not counted as downtime.
2. Scheduled Maintenance
Sarudo performs regular maintenance to ensure optimal performance, security, and reliability of the platform. Our maintenance commitments include:
- Advance Notice:We will provide at least 48 hours' notice for scheduled maintenance that may affect service availability. Emergency security patches may be applied with shorter notice when necessary.
- Maintenance Windows:Scheduled maintenance is performed during low-traffic periods, typically between 2:00 AM and 6:00 AM in the client's primary time zone, unless otherwise agreed.
- Duration: We aim to complete scheduled maintenance within 2 hours. If maintenance is expected to exceed this window, we will communicate the expected duration in advance.
- Notification: Maintenance notifications are sent via email to the primary contact associated with your account and, where applicable, via your configured communication channels.
3. Incident Response
Sarudo classifies incidents by severity and provides corresponding response commitments:
Severity 1 — Critical
Definition: AI employee is completely unavailable or unable to process any communications.
- Response Time: Within 1 hour
- Update Frequency: Every 2 hours until resolved
- Resolution Target: Within 8 hours
Severity 2 — High
Definition: AI employee is operational but with significantly degraded performance or partial functionality loss (e.g., one communication channel is down).
- Response Time: Within 4 hours
- Update Frequency: Every 8 hours until resolved
- Resolution Target: Within 24 hours
Severity 3 — Medium
Definition:Minor issues that do not significantly affect the AI employee's core functionality (e.g., slower response times, minor formatting issues).
- Response Time: Within 24 hours
- Update Frequency: As progress is made
- Resolution Target: Within 72 hours
Severity 4 — Low
Definition: Feature requests, cosmetic issues, or minor improvements.
- Response Time: Within 48 hours
- Resolution Target: Scheduled for next appropriate release
4. Support Channels
Sarudo provides support through the following channels:
- Email: hello@sarudo.com — Available 24/7 with a target response time of 24 hours for general inquiries and 4 hours for critical issues.
- Telegram: Direct messaging via a dedicated support contact for real-time communication during business hours and urgent after-hours matters.
Support hours for non-critical issues are Monday through Friday, 9:00 AM to 6:00 PM IST, excluding Indian national holidays. Critical issues (Severity 1) are monitored 24/7.
Sarudo commits to the following performance standards for your AI employee:
- Response Time: Your AI employee will acknowledge and begin processing incoming messages within 5 seconds under normal operating conditions.
- Response Generation: For standard text-based queries, the AI employee will generate a complete response within 30 seconds. Complex queries involving document retrieval or multi-step processing may take longer.
- Capability Reliability: Configured capabilities (email, calendar, CRM integrations, etc.) will function as documented with a reliability target of 99% for each individual capability.
- Knowledge Base Accuracy: The AI employee will draw from and accurately reference your provided knowledge base materials. Accuracy is continuously improved through feedback and training refinements.
6. Data Backup
Sarudo implements comprehensive data backup procedures to protect your information:
- Frequency: Automated daily backups of your entire AI employee configuration, knowledge base, and conversation history.
- Retention: Backups are retained for 30 days on a rolling basis.
- Storage: Backups are stored in a geographically separate location from your primary infrastructure to ensure recoverability in the event of a regional outage.
- Recovery: In the event of data loss, Sarudo can restore from the most recent backup within 4 hours of the decision to restore. Recovery Point Objective (RPO) is 24 hours; Recovery Time Objective (RTO) is 4 hours.
7. Service Credits
If Sarudo fails to meet the 99.5% uptime target in any given calendar month, you may be eligible for service credits applied to your next monthly invoice:
- 99.0% – 99.5% uptime:10% credit of that month's subscription fee
- 95.0% – 99.0% uptime:25% credit of that month's subscription fee
- Below 95.0% uptime:50% credit of that month's subscription fee
To request service credits, you must submit a claim within 30 days of the end of the affected month by emailing hello@sarudo.comwith details of the downtime experienced. Service credits are the sole and exclusive remedy for Sarudo's failure to meet the uptime commitment. Credits are non-transferable and may not be converted to cash.
8. Exclusions
The uptime commitment and service credits do not apply to downtime or performance issues caused by:
- Force Majeure:Events beyond Sarudo's reasonable control, including natural disasters, wars, pandemics, government actions, or widespread internet outages.
- Client-Side Issues: Problems with your own systems, networks, or configurations that affect your ability to interact with the AI employee.
- Third-Party Service Outages:Outages or disruptions in third-party services integrated with your AI employee (e.g., Twilio for voice/SMS, email providers, CRM systems, messaging platforms) that are outside Sarudo's control.
- Scheduled Maintenance: Pre-announced maintenance windows as described in Section 2.
- Client Requests: Downtime resulting from changes or actions requested by you, including configuration modifications, knowledge base updates requiring reprocessing, or requested restarts.
- Abuse or Misuse: Service disruptions caused by your violation of the Acceptable Use Policy or Terms of Service.
For SLA-related inquiries, incident reports, or service credit requests, please contact us at: