Service Level Agreement

1. Overview

This Service Level Agreement (“SLA”) outlines the service commitments AIQ Labs makes to Worqd customers regarding platform availability, support response times, and performance guarantees. This SLA applies to all paid subscription plans.

AIQ Labs is committed to providing a reliable, high-performance platform for your agency's project management needs. This document details our commitments and your remedies should we fail to meet them.

2. Service Availability

2.1 Uptime Commitment

AIQ Labs guarantees that the Worqd platform will be available 99.9% of the time in any calendar month, excluding scheduled maintenance windows.

2.2 Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance windows (with at least 48 hours advance notice)
• Emergency security patches (with as much notice as practicable)
• Force majeure events (natural disasters, internet backbone failures, acts of war)
• Issues caused by customer actions (misconfiguration, API abuse)
• Third-party service outages beyond our reasonable control
• AI provider outages (OpenAI, Anthropic, etc.)
• Beta features explicitly marked as experimental

2.3 Scheduled Maintenance

Scheduled maintenance windows will occur during low-usage periods (typically weekends, 2:00-6:00 AM UTC). We will provide at least 48 hours advance notice via email and platform notifications. Maintenance windows will not exceed 4 hours per month.

3. Service Credits

If monthly uptime falls below the 99.9% commitment, you are eligible for service credits applied to your next billing cycle:

3.1 Credit Request Process

To request service credits:

1. Contact team@worqd.com within 30 days of the incident
2. Include your account email and the affected month
3. Describe the downtime experienced (our logs are the source of truth)
4. Credits will be applied to your next invoice within 10 business days

Service credits are your sole and exclusive remedy for service unavailability. Credits cannot be exchanged for cash or refunds.

4. Support Response Times

We provide different support response commitments based on issue severity and your plan:

Business Hours: Monday-Friday, 9:00 AM - 6:00 PM Atlantic Time (UTC-3/-4). Critical issues are monitored 24/7. Response times are during business hours unless marked as 24/7.

5. Performance Commitments

5.1 API Response Times

Worqd API responses will meet the following performance standards (measured at the 95th percentile):

• Simple queries: < 200ms (task list, project overview)
• Complex queries: < 500ms (dashboard analytics, search)
• AI responses: Varies by complexity; streaming provides real-time feedback
• File uploads: Depends on file size; progress indicators provided

5.2 AI Service Levels

AI features depend on third-party providers. While we cannot guarantee their uptime, we commit to:

• Multiple AI provider failover (if OpenAI fails, we route to Anthropic/Google)
• Graceful degradation (AI features pause, platform continues working)
• Transparent status reporting at status.worqd.com

6. Data Protection and Backups

6.1 Data Backups

We maintain the following backup schedule:

• Real-time replication: Primary database replicated to secondary region
• Daily backups: Full database snapshots retained for 30 days
• Point-in-time recovery: Available for the past 7 days
• Backup testing: Monthly restoration tests performed

6.2 Data Recovery

In the event of data loss caused by platform failure (not customer action):

• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 1 hour maximum data loss
• Customer-initiated restores available via support request

7. Security Commitments

AIQ Labs maintains the following security standards:

• SOC 2 Type II compliance (in progress/target)
• Annual third-party penetration testing
• Quarterly vulnerability scans
• All data encrypted in transit (TLS 1.3) and at rest (AES-256)
• Regular employee security training
• Incident response plan with 24-hour notification for confirmed breaches

8. Limitations

This SLA does not apply to:

• Free trials and evaluation accounts
• Beta or experimental features
• Self-hosted or on-premise deployments (if offered)
• Custom integrations developed outside our standard API
• Issues caused by customer's internet connection or devices

9. SLA Modifications

AIQ Labs may modify this SLA with 30 days advance notice. Changes will be communicated via email and posted on this page. Continued use of Worqd after changes constitutes acceptance.

10. Contact and Escalation

For SLA-related inquiries, service credit requests, or escalation:

11. Definitions

• “Downtime” means periods when the Worqd platform is completely inaccessible, excluding scheduled maintenance and exclusions listed above.
• “Response Time” means the time between ticket creation and initial human acknowledgment.
• “Resolution Time” is not guaranteed; we commit only to reasonable effort based on issue complexity.
• “Month” refers to a calendar month.