# Service Level Agreement (SLA) for PhotoRobot Software This legal document represents the Service Level Agreement (SLA) for PhotoRobot Software which describes service levels and availability commitments. ## Service Level Agreement (SLA) for PhotoRobot Software This document represents the Service Level Agreement (SLA) for PhotoRobot Software: **Version 1.0 — PhotoRobot Edition**, *uni-Robot Ltd., Czech Republic*. ## 1. Introduction This Service Level Agreement (“**SLA** ”) describes the service levels and availability commitments provided by: **uni-Robot Ltd.** (“**PhotoRobot** ”) to customers using: - PhotoRobot Controls Cloud - PhotoRobot Cloud 2.0 - associated hosting, processing and synchronization services This SLA is incorporated by reference into the PhotoRobot Terms of Service and applies only to cloud-based components of the PhotoRobot ecosystem. Local software (Controls Local / CL) and firmware-based components are **not** governed by this SLA. ## 2. Definitions - **Service** – PhotoRobot Controls Cloud and Cloud 2.0. - **Availability** – ability of authorized users to access the core functions of the Service. - **Downtime** – unavailability of core functionality NOT caused by excluded events. - **Monthly Uptime Percentage (MUP)** – percentage of minutes during a calendar month in which the Service was available. - **Incident** – disruption or degradation of the Service. - **Maintenance Window** – scheduled maintenance announced in advance. Formula for uptime: - **MUP = (Total minutes – Downtime minutes) / Total minutes × 100%** ## 3. Service Availability Commitment PhotoRobot commits to: ### 3.1. Availability Target **99.5% Monthly Uptime Percentage** This corresponds to: | Availability | SLA | Max Downtime per Month | | --- | --- | --- | | Standard | 99.5% | ~3.6 hours | | Enterprise | 99.9%* | ~43 minutes | * Optional higher-tier SLA for enterprise accounts. ## 4. Included Components This SLA applies to: - login and authentication - project browsing - upload and processing - spin/3D workflows - rendering queues - API availability - Cloud 2.0 functions - storage, download and data retrieval ## 5. Excluded Components The following **do not count as Downtime**: ### 5.1. Scheduled Maintenance - announced at least **24 hours in advance**, - typically performed during off-peak hours, - may temporarily reduce performance or availability. ### 5.2. Emergency Maintenance Required to address security vulnerabilities or system instability. ### 5.3. Factors outside PhotoRobot’s reasonable control - failures of Customer’s internet connection - local device problems - DDoS attacks or network-level threats - issues on third-party networks beyond our control - force majeure events ### 5.4. Problems caused by Customer - misconfiguration - improper use of API - excessive load generated by Customer scripts - unsupported workflows ### 5.5. Controls Local (CL) CL is a local component and **not covered** by this SLA. ## 6. Incident Reporting Customers may report incidents to: **Support Portal:** [**https://support.photorobot.com**](https://support.photorobot.com/) A valid incident report must include: - description of the issue - time of occurrence - steps to reproduce (if known) - impact on operations Incident investigation begins once the ticket is received. ## 7. Response Times Standard response targets: | Severity | Definition | Response Time | | --- | --- | --- | | Level 1 – Critical | Complete unavailability of the Service for all users | 4 hours | | Level 2 – Major | Significant degradation, major workflows affected | 8 hours | | Level 3 – Minor | Partial degradation, small subset of features | 24 hours | | Level 4 – Low | Cosmetic or non-urgent issues | 3 business days | **Response time = time to acknowledge, not time to resolve.* ## 8. Resolution Commitment PhotoRobot will work continuously to resolve critical and major incidents. Resolution times may vary based on: - complexity of the issue - involvement of third-party sub-processors (e.g., Google Cloud) - need for emergency patches or infrastructure scaling ## 9. Backup & Data Protection PhotoRobot performs: - continuous data replication - redundant cloud storage - automated rolling backups - multiple-layer failover systems Data recovery times vary based on size and scope but follow industry practices. ## 10. Service Credits (Optional / Enterprise Tier) Service credits apply only if explicitly included in a Customer’s enterprise contract. ### Example credit schedule | Monthly Uptime | Service Credit | | --- | --- | | < 99.5% | 5% of monthly fee | | < 99.0% | 10% of monthly fee | | < 98.0% | 25% of monthly fee | Credits: - must be requested within 30 days - are applied to future invoices - do not provide refunds or damages - are the exclusive remedy for SLA failures ## 11. Status Communication PhotoRobot maintains: - system monitoring - internal health dashboards - optional public status pages (future enhancement) - email updates for major outages ## 12. Customer Responsibilities Customer must: - maintain stable internet connectivity - follow best practices and technical documentation - avoid abusive or excessive API usage - secure and update their local environment - configure CL ↔ Cloud bridges properly Failure to meet responsibilities may invalidate SLA commitments. ## 13. Changes to SLA PhotoRobot may update this SLA periodically. Changes become effective once published. Material changes will be announced in advance. ## 14. Contact Information **uni-Robot Ltd.** Vodičkova 710/31 110 00 Prague 1 Czech Republic **Support Portal:** [https://support.photorobot.com](https://support.photorobot.com/)**Contact Email:** legal@photorobot.com (only for legal matters)