Service Level
Agreement.

Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the service standards, support commitments, and performance benchmarks provided by HilDes for its AI solutions, SaaS platforms, and custom software services.

Our goal is to ensure reliability, transparency, and consistent service quality for all clients.

Service Scope

This SLA applies to:

• SaaS applications developed and maintained by HilDes
• AI-based systems and automation solutions
• Custom web and mobile applications under active support agreements

Specific service terms may vary based on project contracts.

Service Availability (Uptime Guarantee)

HilDes is committed to maintaining high availability for all managed systems.

• Target Uptime: 99.9% monthly uptime
• Scheduled Maintenance: Pre-notified and typically conducted during off-peak hours
• Unplanned Downtime: Actively monitored and resolved with priority

Support Availability

We provide structured support to ensure smooth system operations:

• Business Hours Support: Monday to Friday, standard business hours
• Extended Support (Optional): Available based on agreement
• Emergency Support: 24/7 support for critical issues (if included in contract)

Incident Response Time

We classify incidents based on severity levels:

• Critical (Severity 1): System outage or major functionality failure — Response Time: Within 1 hour
• High (Severity 2): Significant performance issues — Response Time: Within 4 hours
• Medium (Severity 3): Partial functionality issues — Response Time: Within 8 hours
• Low (Severity 4): Minor issues or general inquiries — Response Time: Within 24 hours

Resolution Time Objectives

While resolution times may vary depending on complexity, we aim to:

• Resolve critical issues as quickly as possible
• Provide continuous updates during issue handling
• Deliver permanent fixes after root cause analysis

Maintenance and Updates

HilDes performs regular maintenance to ensure optimal performance:

• Security updates and patches
• Performance optimization
• Feature enhancements (based on agreement)

Clients will be notified in advance of any planned maintenance.

Client Responsibilities

To ensure effective service delivery, clients are expected to:

• Provide accurate and timely information
• Report issues with sufficient detail
• Maintain secure access credentials
• Cooperate during troubleshooting processes

Service Exclusions

This SLA does not cover:

• Issues caused by third-party services or integrations
• Client-side misconfigurations
• Force majeure events (e.g., natural disasters, network outages beyond control)

SLA Breach and Remedies

In case of failure to meet SLA commitments:

• Issues will be escalated internally
• Service credits or remedies may be provided based on agreement
• Continuous improvements will be implemented

Changes to SLA

HilDes may update this SLA periodically. Clients will be notified of significant changes affecting service commitments.

Contact and Support

For support requests or SLA-related queries:

Email: contact@hildes.io
Website: https://www.hildes.io