Service Level Agreement (SLA)
Last updated: 7 September 2026
MugatuAI LLC (“MugatuAI”, “we”, “us”) — publisher of MugatuAI Signal.
This Service Level Agreement sets forth the service availability, support response commitments, and service credit remedies for the cloud-hosted services and control plane infrastructure provided by Mugatu AI.
1. Definitions
1.1 "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month, multiplied by 100.
1.2 "Downtime" means the total accumulated minutes during a calendar month in which the core cloud-hosted verification endpoints or management consoles of the Software are completely unavailable or inaccessible to Customer's network, excluding Excused Downtime.
1.3 "Excused Downtime" means any period of unavailability or degraded performance resulting from:
- Scheduled Maintenance conducted in accordance with Section 2.2;
- Customer-configured network environments, third-party ISP outages, hardware/browser failures, or external telecommunications failures outside Mugatu AI’s direct cloud boundary;
- Force majeure events as defined in the Agreement;
- Customer's misuse, unauthorized modifications, or failure to deploy critical endpoint updates/patches required by Mugatu AI; or
- Denial-of-service (DDoS) attacks or malicious upstream intrusions exceeding commercially standard mitigations.
2. Service Availability Commitment
2.1 Uptime Commitment. Mugatu AI will use commercially reasonable efforts to make the cloud services available with a Monthly Uptime Percentage of at least 99.9% ("Uptime Commitment") during each calendar month of the subscription term.
2.2 Maintenance Windows.
- Scheduled Maintenance: Mugatu AI will provide at least seventy-two (72) hours' prior electronic notice for scheduled system maintenance. Mugatu AI shall use commercially reasonable efforts to schedule such maintenance during off-peak hours (e.g., weekends between 10:00 PM and 4:00 AM UTC).
- Emergency Maintenance: In the event of critical zero-day vulnerabilities or urgent infrastructure instability, Mugatu AI reserves the right to perform emergency maintenance with immediate notice.
3. Service Credits
3.1 Credit Tiers. If Mugatu AI fails to meet the Uptime Commitment in any given calendar month, Customer shall be eligible to receive a Service Credit applied against Customer’s next subsequent invoice, calculated as follows:
| Monthly Uptime Percentage | Service Credit (% of Prorated Monthly Base Fee) |
|---|---|
| 99.0% to < 99.9% | 10% |
| 95.0% to < 99.0% | 25% |
| < 95.0% | 50% |
3.2 Claims and Eligibility. To receive a Service Credit, Customer must submit a formal ticket or written claim to support@mugatu.ai within thirty (30) calendar days following the end of the month in which the failure occurred. The claim must include logs, error reports, and timestamps detailing the Downtime. If validated, the credit will appear on the next billing cycle (or be refunded if the contract has reached final expiration).
3.3 Exclusive Remedy. THE SERVICE CREDITS SET FORTH IN THIS SECTION 3 CONSTITUTE CUSTOMER’S SOLE AND EXCLUSIVE MONETARY REMEDY FOR ANY FAILURE, DOWNTIME, OR PERFORMANCE DEGRADATION OF THE SOFTWARE OR SERVICES. In no event shall aggregate Service Credits for any single calendar month exceed 50% of the prorated monthly base subscription fee. Chronic failure (Monthly Uptime below 95.0% for three (3) consecutive months) shall constitute grounds for Customer to terminate the affected Order Form for cause under Section 10.2 of the Agreement with zero penalty.
4. Support Incident Classification and Response Tiers
4.1 Support Channels. Technical support is available via Mugatu AI's enterprise customer portal and dedicated support email (24x7x365 for Critical issues; standard business hours 8:00 AM to 8:00 PM EST, Monday through Friday, for non-critical tiers).
4.2 Incident Severity Levels. Mugatu AI will respond to and address reported incidents in accordance with the severity tiers outlined below:
| Severity Level | Definition / Operational Impact | Target Initial Response Time | Target Resolution / Workaround | Status Update Cadence |
|---|---|---|---|---|
| Severity 1 (Critical) | Core protection or authentication mechanisms are completely halted; widespread outage across all endpoints; catastrophic failure blocking business operations with no available workaround. | < 1 hour (24x7x365) | Continuous 24x7 effort until mitigated; target temporary workaround or fix within 4 hours | Every 2 hours |
| Severity 2 (High) | Major product feature degraded or impaired; security policy enforcement experiencing significant latency; core operations continue but under severely constrained conditions. | < 4 hours (Business Hours) | Commercially reasonable efforts to resolve or patch within 24 hours | Every 6 hours |
| Severity 3 (Medium) | Non-critical feature impairment; single endpoint or localized UI issue; routine administrative console error that does not affect runtime threat mitigation. | < 8 hours (Business Hours) | Commercially reasonable efforts; typically addressed in next scheduled maintenance release | Every 48 hours |
| Severity 4 (Low) | General technical inquiries, configuration questions, feature requests, minor cosmetic bugs, or documentation errors. | < 24 hours (Business Hours) | Evaluated for future roadmap releases or addressed via standard support documentation | As needed |