Service Level Agreement
This SLA applies to PersonaMesh, Inc.'s hosted Service for customers on the Business and Enterprise plans. Community and Starter customers are served on commercially reasonable efforts.
Definitions
- Monthly Availability = (Total minutes in the month − Unavailability) ÷ Total minutes in the month, expressed as a percentage.
- Unavailability = consecutive minutes during which the data-plane endpoints listed below return HTTP 5xx for >5% of authenticated requests, attributable to PersonaMesh.
- Service Credits = a percentage of the customer's monthly fee credited toward the next invoice.
Targets
| Surface | Target | Measurement |
|---|---|---|
API data plane (/v1/chat, /v1/memory, /v1/pol, /v1/autonomy) | 99.95% | 5-minute rolling windows |
API control plane (/v1/personas CRUD, /v1/workspaces, auth) | 99.9% | 5-minute rolling windows |
| Studio + docs | 99.5% | External synthetic probes |
| Chat first-token latency (p95) | ≤ 1.5 s | Excludes customer's own tool runtime |
| Memory recall (p95) | ≤ 250 ms | End-to-end inside our boundary |
Service credits
| Monthly availability | Service credit |
|---|---|
| ≥ 99.95% | 0% |
| ≥ 99.9% and < 99.95% | 5% |
| ≥ 99.0% and < 99.9% | 10% |
| < 99.0% | 25% |
Total credits in any given month will not exceed 50% of that month's fees. Credits are the sole and exclusive remedy for SLA breaches.
Exclusions
Availability calculations exclude periods of:
- Scheduled maintenance with at least 72 hours' notice (limited to 4 hours per month).
- Force majeure, including upstream model-provider outages outside our control.
- Customer-caused issues — misconfigured tools, exhausted budget caps, invalid credentials, or violations of the Acceptable Use Policy.
- Beta, preview, or early-access features explicitly labeled as such.
Claiming credits
Email support@personamesh.ai within 30 days of the end of the affected month with timestamps and affected request IDs. We'll match our own monitoring records and apply credits to your next invoice within 30 days.
Support response times
| Severity | Business | Enterprise |
|---|---|---|
| SEV1 — Service down, no workaround | 1 hour (business hours) | 15 min (24×7) |
| SEV2 — Major impact, workaround exists | 4 hours (business hours) | 1 hour (24×7) |
| SEV3 — Minor / single-feature | 1 business day | 4 business hours |
| SEV4 — Cosmetic / informational | 2 business days | 1 business day |
Status & alerts
Live status, historical incident reports, and a subscribable RSS / email feed are at the public status page (link goes live with production rollout). Incident postmortems are published within five business days of any SEV1 / SEV2.