Service Level Agreement (SLA)

This Service Level Agreement ("SLA") governs the use of Chikoh services under the terms of the Master Service Agreement or Terms of Service between Sidekick Intelligence LLC (DBA Chikoh™) and users of our service.

1. Service Availability

1.1 Uptime Commitment

Chikoh will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.

1.2 Definitions

• "Monthly Uptime Percentage" means total number of minutes in a month, minus the number of minutes of Downtime in a month, divided by the total number of minutes in a month.
• "Downtime" means the total accumulated minutes during which the Service is unavailable. A minute is considered unavailable if all user requests during that minute result in failure.

2. Service Credits

2.1 Credit Schedule

If the Monthly Uptime Percentage falls below 99.9%, you are eligible for Service Credits:

• 99.0% - 99.9%: 10% credit
• 95.0% - 99.0%: 25% credit
• Below 95.0%: 50% credit

2.2 Credit Request

To receive Service Credits, you must submit a claim via email to [email protected] within 30 days from the end of the month in which the Downtime occurred.

3. Service Exclusions

The SLA does not apply to any unavailability caused by:

• Scheduled maintenance (with 48 hours advance notice)
• Emergency maintenance (with notice as soon as practicable)
• Force majeure events
• Internet access or related problems beyond our control
• Your equipment, software, or other technology
• Actions or inactions by you or third parties
• Suspension or termination of your right to use the Service

4. Support Services

4.1 Support Tiers

• Basic Support: Email support during business hours (9 AM - 5 PM EST)
• Pro Support: Priority email support with 24-hour response time
• Enterprise Support: Dedicated support channel with 4-hour response time

4.2 Issue Priority Levels

• Critical: Service completely unavailable - Response within 1 hour
• High: Major functionality impaired - Response within 4 hours
• Medium: Partial functionality impaired - Response within 1 business day
• Low: Minor issues or questions - Response within 2 business days

5. Performance Metrics

We monitor and maintain the following performance standards:

• API response time: 95% of requests under 500ms
• Page load time: 95% of pages load in under 3 seconds
• Data processing: Real-time updates within 5 minutes
• AI response generation: 90% within 10 seconds

6. Data Backup and Recovery

We perform automated daily backups of all user data. In the event of data loss, we commit to restoring data from the most recent backup within 24 hours.

7. Security Commitments

We maintain industry-standard security practices including:

• Encryption of data in transit and at rest
• Regular security audits and penetration testing
• 24/7 security monitoring
• Incident response procedures

8. Modifications to SLA

We may modify this SLA at any time by posting a revised version on our website. The modified SLA will become effective upon posting.

9. Contact Information

For SLA-related inquiries:

• Email: [email protected]
• Enterprise Support: [email protected]
• Mail: Sidekick Intelligence LLC, 1021 E Lincolnway, Ste 8412, Cheyenne, WY 82001