# PhotoRobot Service Level Agreements (SLA) The PhotoRobot Service Level Agreements (SLA) legal document provides access to all PhotoRobot Service Level Agreements. ## PhotoRobot Service Level Agreements (SLA) This page provides access to all PhotoRobot Service Level Agreements, *uni-Robot Ltd., Czech Republic*. Each SLA describes different response commitments and operational conditions depending on whether the customer uses cloud/software services or hardware devices. Please select the SLA relevant to your use case: ## Software & Cloud SLA (SLA-SW) **URL:** [https://www.photorobot.com/legal/sla-sw](https://www.photorobot.com/legal/sla-sw) This SLA defines: - cloud service availability - Monthly Uptime Percentage (MUP) - software incident severity levels - initial response times - maintenance windows - optional enterprise SLA credits Applies to Cloud, Cloud 2.0, API, rendering and CL to Cloud synchronization. ## Hardware SLA (SLA-HW) **URL:** [https://www.photorobot.com/legal/sla-hw](https://www.photorobot.com/legal/sla-hw) This SLA defines: - hardware incident classification - response-time guarantees - diagnostic procedures - RMA workflow - rules for replacement parts - exclusions relevant to physical devices Applies to all PhotoRobot hardware products and firmware-based components. ## SLA Queries & Support Contact If you are unsure which SLA applies to your contract or system configuration, please contact us at: **legal@photorobot.com**