1. Scope of Agreement

This Service Level Agreement ("SLA") applies to all users of the Jomnouy AI-powered learning platform, including Free, Basic, Pro, and Premium subscription tiers. This SLA describes our service commitments, support levels, and remedies for service failures.

2. Service Availability

2.1 Uptime Commitment

We target the following uptime levels for our platform:

• Target Uptime: 99.5% monthly uptime (excluding scheduled maintenance)
• Premium Tier: 99.9% monthly uptime commitment
• Calculation Period: Monthly (calendar month)

2.2 What Counts as Downtime

Downtime is defined as:

• Complete inability to access the platform
• Critical features (AI Assistant, quizzes, authentication) not functioning
• Error rates exceeding 5% for more than 5 minutes

2.3 Exclusions from Downtime

The following are not counted as downtime:

• Scheduled maintenance (announced at least 48 hours in advance)
• Issues caused by your internet connection or device
• Problems with third-party services beyond our control
• Force majeure events (natural disasters, wars, etc.)
• Denial of service attacks or security incidents
• Issues caused by user error or violations of our AUP

3. Performance Standards

3.1 Response Times

We target the following response times under normal conditions:

• Page Load Time: Under 3 seconds for 95% of requests
• AI Assistant Response: Under 10 seconds for standard queries
• Quiz Loading: Under 2 seconds
• API Response Time: Under 500ms for 95% of requests

3.2 AI Service Quality

• AI Availability: 99% availability for AI features
• Response Accuracy: Best-effort basis using Google Generative AI
• Rate Limits: Defined per subscription tier

3.3 Data Backup

• Backup Frequency: Daily automated backups
• Backup Retention: 30 days of backup history
• Recovery Point Objective (RPO): 24 hours maximum data loss
• Recovery Time Objective (RTO): 4 hours for critical data restoration

4. Support Services

4.1 Support Channels

• Email support: support@jomnouy.me
• In-app help center and documentation
• FAQ and knowledge base

4.2 Support Response Times by Tier

4.3 Issue Priority Definitions

• Critical: Complete platform outage or data loss
• Standard: Feature not working, performance degradation
• General: Questions, feature requests, minor bugs

4.4 Support Hours

Support is available:

• Email Support: 24/7 ticket submission, responses during business hours
• Business Hours: Monday-Friday, 9 AM - 6 PM (Cambodia Time, GMT+7)
• Premium Support: Extended hours and weekend coverage

5. Scheduled Maintenance

5.1 Maintenance Windows

• Routine Maintenance: Typically during low-traffic hours (2 AM - 5 AM Cambodia Time)
• Frequency: As needed, typically monthly
• Duration: Usually 1-3 hours
• Advance Notice: Minimum 48 hours for planned maintenance

5.2 Emergency Maintenance

For critical security patches or urgent fixes:

• May be performed with less than 48 hours notice
• Users will be notified as soon as possible
• We will minimize disruption where feasible

6. Security and Data Protection

6.1 Security Commitments

• HTTPS encryption for all data in transit
• Encryption at rest for sensitive data
• Regular security audits and vulnerability scanning
• Incident response within 2 hours of detection
• User notification within 72 hours of data breach

6.2 Data Privacy

• Compliance with applicable data protection laws
• User data is never sold to third parties
• Data deletion requests processed within 30 days
• See our Privacy Policy for full details

7. Service Credits and Remedies

7.1 Service Credits (Premium Tier Only)

If we fail to meet our 99.9% uptime commitment for Premium subscribers:

7.2 Claiming Service Credits

To claim service credits:

1. Submit a claim to support@jomnouy.me within 30 days of the incident
2. Provide details of the downtime experienced
3. We will verify the claim against our monitoring data
4. Approved credits will be applied to your next billing cycle
5. Credits are the sole remedy for SLA breaches

7.3 Limitations

• Service credits are not available for Free or Basic tiers
• Maximum total credits per month: 50% of subscription fee
• Credits have no cash value and are non-transferable
• Credits expire if not used within 12 months

8. Monitoring and Reporting

We continuously monitor our services:

• Real-time uptime monitoring and alerting
• Performance metrics tracking
• Error rate monitoring
• Monthly uptime reports available upon request (Premium tier)

9. Limitations and Disclaimers

9.1 Best Efforts

While we strive to meet these SLA commitments, they represent targets, not guarantees (except for Premium tier uptime commitment).

9.2 Third-Party Dependencies

Our service depends on third-party providers (Supabase, Vercel, Google AI). While we choose reliable partners, we cannot guarantee their performance.

9.3 Beta Features

Features marked as "Beta" or "Experimental" are not covered by this SLA and may have lower reliability.

10. Changes to This SLA

We reserve the right to modify this SLA:

• Changes will be posted on this page with an updated date
• Significant changes will be communicated via email
• Continued use of the service constitutes acceptance
• 30 days notice for changes that reduce service levels

11. Contact Information

For SLA-related questions or to report service issues:

• Technical Support: support@jomnouy.me
• Service Credits: billing@jomnouy.me
• SLA Questions: sla@jomnouy.me

We are committed to providing you with reliable, high-quality service to support your academic success. Thank you for choosing Jomnouy!