Service Level Agreement

1. Service Availability

QingSight commits to the following uptime targets:

• Standard Plan: 99.5% monthly uptime
• Professional Plan: 99.9% monthly uptime
• Enterprise Plan: 99.99% monthly uptime

Uptime is measured on a monthly basis and excludes scheduled maintenance windows.

2. Scheduled Maintenance

We perform scheduled maintenance during:

• Every Sunday, 2:00 AM - 4:00 AM IST (notified 24 hours in advance)
• Emergency maintenance: notified as soon as possible

3. Support Response Times

• Critical Issues (System Down): 2 hours (business hours) / 4 hours (off-hours)
• High Priority: 8 business hours
• Medium Priority: 24 business hours
• Low Priority / General Queries: 48 business hours

4. AI Performance SLA

• Classification accuracy: minimum 95% in standard environments
• Processing latency: less than 5 seconds per frame under normal load
• Report generation: within 2 minutes of scheduled inspection
• Email alert delivery: within 5 minutes of detection

5. Service Credits

If uptime falls below committed levels, you are eligible for service credits:

• 99.0% - 99.5% uptime: 10% credit of monthly fee
• 95.0% - 99.0% uptime: 25% credit of monthly fee
• Below 95.0% uptime: 50% credit of monthly fee

Credits must be claimed within 30 days of the incident by emailing support@qingsight.com.

6. Data Processing Agreement

QingSight acts as a data processor for your CCTV data. We:

• Process data only as instructed by you
• Implement appropriate security measures
• Assist with data subject rights requests
• Delete data upon termination per your instructions
• Notify you of data breaches within 72 hours

7. Exclusions

This SLA does not apply to:

• Downtime caused by customer's network or infrastructure
• Force majeure events
• Third-party service failures beyond our control
• Free trial accounts

8. Contact

For SLA-related concerns: sla@qingsight.com