Service Level Agreement
Last Updated: February 28, 2026
Uptime Commitment
Qais targets 99.9% uptime for all production services, measured on a monthly basis. Uptime is calculated as the total number of minutes in a calendar month minus the number of minutes of downtime, divided by the total number of minutes in the month. Scheduled maintenance windows are excluded from downtime calculations.
Scheduled Maintenance
We perform scheduled maintenance during low-traffic periods to minimize disruption. Customers will receive at least 48 hours advance notice of any scheduled maintenance that may affect service availability. Maintenance windows are communicated via email and in-app notification. Emergency maintenance required to address security vulnerabilities may be performed with shorter notice.
Support Response Times
Response times vary by plan. All times reflect initial response during business hours (MondayβFriday, 9 AMβ6 PM ET).
| Plan | Initial Response Time |
|---|---|
| Starter | Within 24 hours |
| Business | Within 4 hours |
| Enterprise | Within 1 hour |
Remedies
If Qais fails to meet the 99.9% uptime target in any calendar month, affected Business and Enterprise customers may request a service credit. Credits are calculated as a percentage of the monthly fee proportional to the downtime experienced beyond the target. To request a credit, contact support@qais.com within 30 days of the affected month with details of the downtime experienced.
Contact
For questions about this Service Level Agreement or to report a service issue, contact us at support@qais.com.