Service Level Agreement (SLA) — Anna · imanna.ai
This Service Level Agreement ("SLA") sets out INFINITESUM's availability and support commitments for the Anna Service and forms part of the Terms of Service.
0. Who this SLA applies to
This SLA applies exclusively to paid plans. Beta or free features are provided "as is," without a service-level guarantee.
Effectiveness note. While the Service is entirely in beta, with no subscription charge, this SLA does not give rise to service credits. It takes effect once the Client maintains an active paid plan.
1. Definitions
- Availability: the percentage of time, in a calendar month, during which the Service is operational for access.
- Total downtime: a period during which the Service, due to a failure attributable to INFINITESUM, is not accessible.
- Partial downtime: a period during which a specific Module (Marketing, Customer Assistant, Scheduling, Auto Docs, 3D Models, or Your Site) is inoperative while the rest of the Service remains accessible.
- Scheduled maintenance: a maintenance window communicated in advance.
2. Availability commitment
INFINITESUM will use commercially reasonable efforts to keep monthly availability at no less than 99.0%, calculated as:
Availability (%) = [(Total minutes in the month − Downtime minutes) ÷ Total minutes in the month] × 100
Partial downtime is counted proportionally: each inoperative Module counts as 1/6 of the downtime for the period it is unavailable, since the Service offers six Modules. Downtime of the Service core (access, chat, and projects) counts in full.
3. Exclusions
The following are not counted as Downtime:
- scheduled maintenance, communicated with reasonable notice;
- force majeure or factors beyond INFINITESUM's reasonable control;
- third-party provider failures, including AI model providers (also in BYOK mode), cloud and payment providers, and the platforms connected by the Client — Google, Meta, Microsoft, X, and others covered by Annex I to the Terms of Service — as well as the user's own infrastructure;
- use contrary to the Terms, suspension for non-payment or acceptable-use violation, including the Credit freeze and investigation hold under Section 10 of the Terms.
4. Service credits
If monthly availability falls below target, the paying Client may request a credit against the following month's fee:
| measured monthly availability | credit on the monthly fee |
|---|---|
| from 98.0% to less than 99.0% | 10% |
| from 95.0% to less than 98.0% | 20% |
| below 95.0% | 30% |
The credit is the exclusive remedy under this SLA for missing the availability target, without prejudice to non-waivable consumer rights. It must be requested at support@imanna.ai within 30 days after the reference month, with incident details.
5. Support
Support at support@imanna.ai and designated channels, on business days from 8:00 to 20:00:
| priority | definition | first response | target resolution |
|---|---|---|---|
| P1 | Service down / critical failure | 1 hour | 4 hours |
| P2 | Degraded functionality — includes an inoperative Module and failure in work already charged | 4 business hours | 24 business hours |
| P3 | Question, adjustment, or improvement | 24 business hours | 72 business hours |
Personal-data matters do not follow this SLA: they are handled by the Data Protection Officer at support@imanna.ai, within LGPD timeframes (immediate response in simplified format; up to 15 days for the full declaration).
6. Incident communication and status page
Incidents affecting availability will be communicated through an in-app notice and, where the impact is prolonged, by e-mail to active users.
Security incidents follow the Incident Response Plan and, where personal data is involved, the DPA and Article 48 of the LGPD.
7. Scheduled maintenance
Performed, where possible, during low-usage hours, with reasonable prior notice, except for emergency security maintenance.
8. Term and review
In force while the Client maintains an active paid plan; may be revised with prior notice of material changes.
INFINITESUM LTDA · CNPJ 65.498.658/0001-10 · support@imanna.ai · support@imanna.ai · imanna.ai