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Service Level Agreement

Our uptime commitments, support response times, and what happens if we fall short.

Effective 22 May 2026 · Last updated 22 May 2026 · v1.0

Service Level Agreement

This SLA defines WorkSwarm's uptime commitments and the remedies available to Customers if those commitments are not met.

1. Scope

This Service Level Agreement ("SLA") applies to the WorkSwarm platform (the "Service") provided by Vriksha AI Technologies Pvt Ltd ("Workswarm") to Customers on paid subscription plans. This SLA supplements and is incorporated into the Terms of Service.

Free-tier and trial accounts are not covered by this SLA.

2. Definitions

  • "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that month, expressed as a percentage.
  • "Downtime" means any period during which the Service is unavailable, as measured by Workswarm's external monitoring. Scheduled maintenance windows (communicated at least 48 hours in advance) are excluded from Downtime.
  • "Service Credit" means a credit applied to the Customer's account, calculated as a percentage of the monthly subscription fee for the affected month.

3. Uptime Commitments

| Plan | Monthly Uptime Target | |------|-----------------------| | Starter | 99.5% | | Professional | 99.9% | | Enterprise | 99.95% |

4. Service Credits

If WorkSwarm fails to meet the applicable Monthly Uptime Percentage, the Customer is eligible for Service Credits as follows:

| Monthly Uptime Percentage | Service Credit | |---------------------------|----------------| | 99.0% – below target | 10% of monthly fee | | 95.0% – 98.99% | 25% of monthly fee | | Below 95.0% | 50% of monthly fee |

  • Service Credits are the Customer's sole and exclusive remedy for Downtime.
  • Service Credits are applied against future invoices and are not redeemable for cash.
  • The maximum aggregate Service Credit in any calendar month is 50% of that month's subscription fee.

5. How to Request Service Credits

  • The Customer must submit a Service Credit request to support@workswarm.ai within 30 days of the end of the month in which the Downtime occurred.
  • The request must include the dates and times of the Downtime and a description of the impact.
  • Workswarm will verify the claim against its monitoring data and respond within 10 business days.

6. Exclusions

This SLA does not apply to:

  • Downtime caused by factors outside Workswarm's reasonable control, including natural disasters, acts of government, war, terrorism, network failures upstream of Workswarm's infrastructure, or denial-of-service attacks.
  • Downtime resulting from the Customer's equipment, software, or third-party integrations.
  • Downtime during scheduled maintenance windows.
  • Downtime caused by the Customer's violation of the Terms of Service or Acceptable Use Policy.
  • Features designated as "alpha", "beta", or "preview" in the Service.

7. Monitoring and Status

  • Real-time service status is published at https://workswarm.ai/status.
  • Incident reports for any Downtime exceeding 15 minutes are published within 48 hours and include a root cause analysis.
  • Customers on Professional and Enterprise plans may subscribe to email and webhook notifications for status changes.

8. Support Response Times

| Severity | Description | Professional | Enterprise | |----------|-------------|-------------|------------| | P1 — Critical | Service is down or severely degraded for all users in a tenant | 1 hour | 30 minutes | | P2 — Major | A significant feature is impaired but workaround exists | 4 hours | 2 hours | | P3 — Minor | Minor defect with limited impact | 1 business day | 4 hours | | P4 — Low | Cosmetic issue or enhancement request | 3 business days | 1 business day |

  • Support hours for Professional plans: Monday–Friday 09:00–18:00 IST.
  • Support hours for Enterprise plans: 24/7/365.
  • Starter plans receive email support during business hours with no guaranteed response time.

9. Disaster Recovery

  • Recovery Point Objective (RPO): 1 hour for all tiers.
  • Recovery Time Objective (RTO): 4 hours for Enterprise, 8 hours for Professional, 24 hours for Starter.
  • Database backups are taken every hour to a separate AWS region (ap-south-2, Hyderabad).
  • Backups are encrypted at rest with AWS KMS.

10. Modifications

Workswarm may modify this SLA from time to time. Changes that reduce uptime commitments or increase exclusions will be notified at least 60 days in advance and will not apply to the current subscription term without the Customer's consent.

Contact: support@workswarm.ai

See also: Terms of Service · Trust Center · System Status