Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") is a binding commitment between Design-Rite Corporation, doing business as DesignRight.ai ("Company," "we," "us," or "our"), and you ("Customer," "you," or "your") regarding the performance, availability, and support of our Services.

This SLA applies to customers with active paid subscriptions (Professional or Enterprise tiers). Free tier and trial users receive best-effort service without SLA guarantees.

This SLA is incorporated into and governed by our Terms of Service. In the event of a conflict, this SLA takes precedence for matters relating to service levels.

2. Definitions

3. Service Availability

3.1 Uptime Commitment

We commit to the following Monthly Uptime Percentages based on your subscription tier:

3.2 What's Covered

The uptime commitment applies to:

• Main platform at designright.ai
• Subscriber portal at portal.designright.ai
• Core API endpoints for estimation, proposals, and project management
• Authentication and authorization services
• Database availability for stored projects and data

3.3 What's Excluded

The following are excluded from uptime calculations:

• Scheduled Maintenance (announced 48+ hours in advance)
• Emergency maintenance for security vulnerabilities (best effort notice)
• Third-party service outages (OpenAI, Supabase, payment processors)
• Force majeure events (natural disasters, war, government actions)
• Customer-caused issues (exceeded rate limits, invalid API usage)
• Features in beta or preview status
• Microservices (Creative Studio, Spatial Studio, Harvey Voice) - separate SLAs apply

4. Support Response Times

4.1 Incident Severity Levels

4.2 Response Time Commitments

4.3 Support Hours

* 24/7 support for Enterprise applies to P1 and P2 severity issues only. P3/P4 issues are handled during business hours.

5. API Rate Limits

To ensure fair access and platform stability, API requests are subject to rate limits based on your subscription tier. Rate limits are applied per user account.

5.1 Rate Limit Tiers

* Enterprise "Unlimited" is subject to fair use policy (no automated abuse, no reselling API access).

5.2 Rate Limit Responses

When you exceed rate limits, the API returns:

• HTTP 429 Too Many Requests
• Retry-After header indicating seconds until reset
• X-RateLimit-Remaining header showing remaining requests

5.3 Burst Allowance

Professional and Enterprise tiers receive a burst allowance of up to 2x their rate limit for short periods (under 60 seconds) to accommodate legitimate traffic spikes. Sustained usage above limits will trigger throttling.

6. Service Credits

6.1 Credit Calculation

If we fail to meet the Monthly Uptime Percentage commitment for your tier, you are eligible for Service Credits as follows:

6.2 Credit Limits

• Maximum Service Credit per month: 50% of your monthly subscription fee
• Service Credits are not redeemable for cash and cannot be transferred
• Credits must be claimed within 30 days of the incident month
• Credits are applied to future invoices only

6.3 How to Request Credits

To request a Service Credit:

1. Email support@designright.ai within 30 days of the incident
2. Include your account email and affected dates
3. Describe the impact on your business
4. We will verify the outage against our monitoring data
5. Approved credits are applied within 2 billing cycles

6.4 Credit Exclusions

Service Credits do not apply to downtime caused by:

• Scheduled Maintenance announced in advance
• Customer actions (exceeded rate limits, misconfiguration, abuse)
• Third-party service outages outside our control
• Force majeure events
• Beta or preview features
• Accounts with overdue payments

7. Maintenance Windows

7.1 Scheduled Maintenance

We perform routine maintenance to ensure platform security, performance, and reliability. Scheduled maintenance:

• Is announced at least 48 hours in advance via email and in-app notification
• Is typically scheduled during low-usage periods (Sundays 2am-6am PT)
• Does not count against uptime SLA calculations
• Enterprise customers may request alternative maintenance windows

7.2 Emergency Maintenance

In rare cases, emergency maintenance may be required to address critical security vulnerabilities or prevent data loss. Emergency maintenance:

• May occur with less than 48 hours notice
• Will be communicated as quickly as possible via email
• Is limited to situations posing immediate risk
• Does not count against uptime SLA if under 30 minutes

8. Data Protection

8.1 Data Backup

• Frequency: Continuous replication with daily snapshots
• Retention: 30-day rolling backup history
• Recovery Point Objective (RPO): Maximum 1 hour of data loss in disaster scenario
• Recovery Time Objective (RTO): 4 hours for full service restoration

8.2 Data Export

All customers can export their data at any time through the platform or by request. Upon account termination, data is retained for 30 days before permanent deletion.

8.3 Security Standards

• All data encrypted in transit (TLS 1.3) and at rest (AES-256)
• SOC 2 Type II compliance (in progress)
• Regular third-party security audits
• Multi-factor authentication available for all accounts

9. Performance Targets

While not guaranteed as part of the SLA, we target the following performance metrics:

Performance targets are goals, not guarantees. Actual performance may vary based on request complexity, file sizes, and third-party AI service response times.

10. Modifications to This SLA

We may modify this SLA from time to time. Changes that materially reduce service levels will be announced at least 30 days in advance. Your continued use of the Services after changes take effect constitutes acceptance of the modified SLA.

The current version of this SLA is always available at designright.ai/sla.

11. Contact Information

For SLA-related inquiries, service credit requests, or to report an outage:

• Email: support@designright.ai
• Status Page: status.designright.ai
• Emergency (Enterprise): Contact your dedicated Customer Success Manager