NYGMA.AI
Last Updated: March 18, 2025
This Service Level Agreement (“SLA”) outlines the service level commitments provided by Genie9 LTD (“Genie9”, “we”, “us”, or “our”), a company registered in England and Wales with company registration number 08669198, for the Nygma.ai service (“Service”).
This SLA forms part of our Terms of Service and End User License Agreement (EULA). All capitalized terms not defined in this SLA have the meanings set forth in those documents.
1. SERVICE AVAILABILITY COMMITMENT
1.1 Uptime Guarantee
- We strive to maintain 99.9% Monthly Uptime Percentage for the Nygma.ai service
- “Monthly Uptime Percentage” is calculated as: (Total minutes in a calendar month – Downtime) ÷ (Total minutes in a calendar month) × 100
1.2 Definition of Downtime
- “Downtime” means periods when the Service is unavailable for access and use
- Downtime is measured based on server-side error rate from our monitoring systems
- Downtime excludes:
- Scheduled Maintenance (as defined in Section 3)
- Force Majeure events (as defined in Section 6)
- User-side issues including internet connectivity problems
- Failures related to third-party services or integrations not controlled by Genie9
1.3 Service Regions
- This SLA applies to all users globally accessing the Service
- Service availability may vary slightly across geographic regions
- We monitor service performance from multiple global locations
2. PERFORMANCE METRICS
2.1 Response Time
- We aim to maintain average API response times under 500 milliseconds
- Complex operations involving large files may have longer response times
- Response time is measured at the server level and excludes network latency
2.2 File Transfer Performance
- Upload and download speeds are dependent on:
- Your internet connection
- File size and encryption overhead
- Geographic distance from our servers
- Current server load
- We implement optimizations to maximize transfer speeds within the constraints of our zero-knowledge architecture
2.3 Monitoring
- We continuously monitor Service performance
- We proactively address performance issues as they arise
- Performance metrics are evaluated on an ongoing basis to ensure service quality
3. SCHEDULED MAINTENANCE
3.1 Maintenance Windows
- “Scheduled Maintenance” refers to planned maintenance activities that may cause Service interruption
- We schedule maintenance during periods of typically low usage
- Standard maintenance windows are:
- Weekdays: 10:00 PM to 2:00 AM UTC
- Weekends: 6:00 AM to 10:00 AM UTC
3.2 Maintenance Notifications
- For standard maintenance, we will provide at least 48 hours advance notice
- For critical security updates, we may conduct emergency maintenance with shorter notice
- Maintenance notifications will be provided via:
- Email to account administrators
- Service status page (status.nygma.ai)
- In-app notifications (when possible)
3.3 Impact Minimization
- We strive to minimize service interruptions during maintenance
- When possible, we implement maintenance in a way that maintains service availability
- Maintenance activities are carefully planned and executed to reduce user impact
4. INCIDENT RESPONSE AND RESOLUTION
4.1 Incident Severity Levels
- Critical: Complete Service unavailability affecting all users
- Major: Significant functionality unavailable or severely degraded for multiple users
- Minor: Limited functionality issues affecting some users or non-critical features
- Low: Minimal impact issues that don’t affect core functionality
4.2 Response Time Targets
- Critical: Response within 1 hour, updates every 2 hours
- Major: Response within 2 hours, updates every 4 hours
- Minor: Response within 8 hours, updates as needed
- Low: Response within 24 hours
4.3 Resolution Process
- Issues are logged and categorized upon detection or report
- Our technical team investigates and works to resolve the issue
- Users are kept informed of progress through status updates
- Post-incident reviews are conducted to prevent recurrence
4.4 Status Updates
- Current Service status is available at status.nygma.ai
- Major incidents are communicated via email to affected users
- Incident history and resolution details are published on our status page
5. SERVICE CREDITS
5.1 Credit Schedule
- If we fail to meet the 99.9% Monthly Uptime Percentage, you may be eligible for Service Credits as follows:
- Monthly Uptime Percentage between 99.0% and 99.9%: 10% of monthly subscription fee
- Monthly Uptime Percentage between 95.0% and 98.9%: 25% of monthly subscription fee
- Monthly Uptime Percentage below 95.0%: 50% of monthly subscription fee
5.2 Credit Calculation
- Service Credits are calculated as a percentage of the monthly subscription fee for the affected Service
- For annual subscriptions, the monthly fee is calculated as 1/12 of the annual fee
- Credits apply only to paid plans and do not apply to the free plan
- Maximum Service Credit per incident shall not exceed one month’s subscription fee
5.3 Credit Request Process
- To receive Service Credits, you must submit a claim by emailing support@genie9.com
- Claims must be submitted within 30 days of the end of the month in which the Downtime occurred
- Claims must include:
- “SLA Credit Request” in the subject line
- Dates and times of the Downtime
- Account information and affected users
- Logs or other evidence of the experienced Downtime, if available
5.4 Credit Application
- Approved Service Credits will be applied to future subscription payments
- Credits do not entitle you to any refund or other payment
- Credits cannot be transferred or applied to other accounts
- Credits will expire 12 months after issuance if not used
6. EXCLUSIONS AND LIMITATIONS
6.1 Force Majeure
- This SLA does not apply to performance issues resulting from:
- Factors outside our reasonable control
- Natural disasters, acts of war or terrorism
- Actions of government authorities
- Internet service provider failures or delays
- Denial of service attacks or similar events
6.2 User Actions and Configurations
- This SLA does not apply to performance issues resulting from:
- Your equipment, software, or network connections
- Your use of the Service in violation of the Terms of Service
- Your failure to follow any required configurations
- Issues related to third-party applications or services
- Beta features or preview releases explicitly identified as such
6.3 Zero-Knowledge Architecture Implications
- Our zero-knowledge architecture provides enhanced security but has certain technical implications:
- All encryption/decryption processes occur on your device
- Performance is partially dependent on your device’s capabilities
- Local encryption/decryption time is not counted as Service Downtime
6.4 Liability Limitation
- SERVICE CREDITS ARE YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE BY GENIE9 TO MEET THE REQUIREMENTS IN THIS SLA
- IN NO EVENT SHALL GENIE9’S TOTAL LIABILITY EXCEED ONE HUNDRED U.S. DOLLARS ($100.00), REGARDLESS OF THE AMOUNT OF SERVICE CREDITS THAT MIGHT OTHERWISE BE DUE
7. SERVICE MODIFICATIONS
7.1 SLA Modifications
- We reserve the right to modify this SLA with 30 days’ advance notice
- Material changes will be communicated via email to account administrators
- Your continued use of the Service after the notice period constitutes acceptance of the modified SLA
7.2 Service Improvements
- We continuously improve the Service to enhance performance and reliability
- Major infrastructure changes will be communicated in advance
- Temporary performance variations may occur during infrastructure upgrades
8. TECHNICAL SUPPORT
8.1 Support Channels
- Email: support@genie9.com
- In-app support: Available during business hours
- Self-service: Knowledge base and documentation available 24/7
8.2 Support Hours
- Standard support: Monday to Friday, 9:00 AM to 5:00 PM GMT, excluding UK public holidays
- Emergency support for critical issues: Available 24/7
8.3 Response Time Targets
- Critical issues: Response within 4 business hours
- High priority issues: Response within 8 business hours
- Normal priority issues: Response within 1 business day
- Low priority issues: Response within 2 business days
8.4 Support Limitations
- Due to our zero-knowledge architecture, we cannot:
- Access the contents of your encrypted files
- Provide content-specific troubleshooting
- Recover data if you lose your password and recovery key
- Support is limited to Service functionality and accessibility issues
9. DISASTER RECOVERY
9.1 Data Redundancy
- Your encrypted data is stored with redundancy across multiple systems
- We implement regular backups of the Service infrastructure
- We maintain disaster recovery procedures to minimize data loss risk
9.2 Recovery Objectives
- Recovery Time Objective (RTO): We aim to restore Service availability within 8 hours in the event of a major disaster
- Recovery Point Objective (RPO): We aim to limit potential data loss to a maximum of 1 hour in the event of a major disaster
9.3 Disaster Notification
- In the event of a disaster affecting the Service, we will notify users as soon as practicable
- Recovery status updates will be provided via status.nygma.ai and email
10. CONTACT INFORMATION
10.1 Service Issues
- Report service issues to: support@genie9.com
10.2 SLA Questions
- For questions about this SLA, contact: legal@genie9.com
11. GOVERNING LAW
11.1 Jurisdiction
- This SLA is governed by the laws of England and Wales
- Any disputes arising from this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales
For any questions about this Service Level Agreement, please contact:
Genie9 LTD
3 Shortlands
W68DA, London
United Kingdom
Email: legal@genie9.com
END OF SERVICE LEVEL AGREEMENT