Service Level Agreement
Our service availability and support commitments
Last updated: November 30, 2024 | Version 1.0
This Service Level Agreement (SLA) describes Rolnia's service availability commitments and support response times. These commitments apply to our Pro plan. Free plan users receive best-effort support without SLA guarantees.
Service Tiers
| Feature | Free Tier | Pro Plan |
|---|---|---|
| Uptime Commitment | Best effort (no SLA) | 99.5% |
| Service Credits | None | Yes |
| Critical Support | 72 hours | 24 hours |
| High Priority Support | 5 business days | 48 hours |
| Normal Support | 7 business days | 72 hours |
Uptime Commitment
Pro Plan: 99.5% Monthly Uptime
How Uptime is Calculated
Monthly Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
Example: In a 30-day month (43,200 total minutes), 99.5% uptime allows a maximum of 216 minutes (3.6 hours) of downtime.
Definitions
- •Downtime: Service is unavailable or substantially degraded for users
- •Uptime: Service is available and functions normally
- •Substantially Degraded: Response times exceed 10 seconds or error rates exceed 1%
Service Credits (Pro Plan)
Credit Schedule
| Monthly Uptime | Service Credit |
|---|---|
| < 99.5% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credit Details
- •Maximum credit: 50% of your monthly subscription fee
- •Credits are applied as account credit toward future months
- •Credits do not result in cash refunds
- •Request credits within 30 days of the incident
How to Request Credits
Email support with:
- •Your account email
- •Date and time of the outage
- •Description of the issue you experienced
Scheduled Maintenance
Maintenance Windows
We schedule maintenance during low-usage periods:
Preferred Window:
Sundays, 2:00 AM – 6:00 AM SGT
Notification Policy
- •Scheduled maintenance: 48 hours advance notice via email and in-app banner
- •Emergency maintenance: As much notice as practical (minimum 4 hours when possible)
- •Major updates: 72 hours advance notice
Important: Scheduled maintenance does not count toward downtime for SLA purposes. Emergency maintenance up to 4 hours per month is also excluded.
Support Response Times
Response Time Targets
| Plan | Critical | High | Normal |
|---|---|---|---|
| Free | 72 hours | 5 business days | 7 business days |
| Pro | 24 hours | 48 hours | 72 hours |
Priority Definitions
- Critical:Service is completely unavailable or severely degraded for all users
- High:A major feature is unavailable or degraded, but workarounds exist
- Normal:Minor issues, questions, feature requests, or cosmetic problems
Support Channels
Email: sales@rolnia.com
Response time is measured from ticket creation. For critical issues outside support hours, best-effort response is provided 24/7.
Support Hours
- •Monday – Friday, 9:00 AM – 6:00 PM SGT
- •Excluding Singapore public holidays
- •Critical issues: Best effort response 24/7
SLA Exclusions
This SLA does not apply to:
- ✗Free tier accounts
- ✗Beta or preview features
- ✗User-caused issues or content
- ✗Third-party service outages
- ✗Scheduled maintenance
- ✗Force majeure events
- ✗Attacks, hacking, or abuse
- ✗User equipment or connection issues
Additionally, the SLA does not apply to users who exceed fair usage limits or fail to maintain their account in good standing.
Customer Responsibilities
To receive SLA benefits, you must:
- •Use the service in accordance with our Terms of Service
- •Promptly report issues through our official support channels
- •Cooperate with troubleshooting efforts
- •Use supported browsers and systems
- •Maintain your account in good standing
Performance Targets
While not guaranteed under this SLA, we target these performance metrics:
Page Load Time
< 3 seconds
(95th percentile)
API Response
< 500ms
(95th percentile)
AI Generation
< 30 seconds
(95th percentile)
Performance targets are goals, not guarantees. We do not provide service credits for performance issues unless they result in downtime meeting the definition above.
Changes to This SLA
- •Regular updates: 30 days advance notice
- •Material changes: 60 days advance notice
- •Continued use after notice constitutes acceptance
Contact Information
© 2026 New Indigo Solutions. All rights reserved. This Service Level Agreement is effective as of November 30, 2024 and applies to all Pro plan subscriptions created after this date.