Service Level Agreements

Enterprise Platform Uptime SLA

The following Service Level Agreement, which is incorporated into and forms part of the Master Terms & Conditions between Cension AB ("Cension") and the Customer, will apply exclusively to accounts actively subscribed to the Enterprise tier. Standard and self-serve tier accounts are operated on a commercially reasonable "as-is" basis and are not eligible for formal SLA coverage or service credits.

1. Uptime Commitment

For eligible Enterprise Accounts, Cension will provide an Actual Availability of at least 99.9% of the total time in each calendar month.

2. Definitions

• Scheduled Availability: The total time (in minutes) that the Service is generally accessible and available to permitted users.
• Scheduled Downtime/Maintenance Windows: Periods of time communicated in advance during which the Service may be temporarily unavailable due to planned maintenance, upgrades, or structural platform shifts. These windows are not counted as Unscheduled Downtime.
• Unscheduled Downtime: The total time (in minutes) that the Service is fundamentally inaccessible or unavailable, explicitly excluding periods attributable to SLA Exclusions (see Section 3).
• Actual Availability: The mathematical result of subtracting Unscheduled Downtime from Scheduled Availability.

3. SLA Exclusions

Cension AB operates as a highly specialized AI automation overlay. Consequently, we are not responsible for outages or interruptions caused by factors outside of our direct operational control. The following events are explicitly excluded from calculating Unscheduled Downtime:

• Third-Party Vendor Failures: Issues, blackouts, or API failures attributable to critical external cloud or fundamental infrastructure partners (including but not limited to Microsoft Azure, Google Cloud, OpenAI, or Stripe).
• Customer Actions or Inactions: Resource limitations, improperly configured integrations, excessive inputs causing timeout errors, misuse of the API exceeding rate limits, or any failure to follow the operational guidelines provided in Cension documentation.
• General Force Majeure: Internet Service Provider (ISP) outages, massive distributed denial-of-service (DDoS) attacks targeting the broader internet backbones, or acts of God.
• Account Suspensions: Any downtime related to the suspension or termination of an account in accordance with our overarching Terms & Conditions (e.g., non-payment or AUP violations).
• Beta Features: Outages related to any products or features designated as "Beta", "Alpha", or "Early Access".

4. Service Credits

If the Uptime Commitment is not met during any particular calendar month for an eligible Enterprise Account, the Customer is eligible for a Service Credit upon formal written request.

Credit Calculation formula: (Total Monthly Fees paid for the affected month) × (Credit Percentage)

Maximum Credit Cap: Notwithstanding anything to the contrary in this SLA, the total amount of Service Credits issued to a Customer shall never exceed twenty percent (20%) of the total fees paid by the Customer for the affected month. Service Credits are strictly non-refundable, cannot be exchanged for monetary cash payouts, and may only be applied to future billing charges. Service Credits constitute the sole and exclusive remedy for any failure to meet the Uptime Commitment.

5. Claiming a Service Credit

To request a Service Credit, eligible Enterprise Customers must send an email to hello@cension.ai within thirty (30) days of the end of the month in which the Uptime Commitment was allegedly missed. The request must include:

1. The affected organization workspace ID.
2. The specific dates and times (in 5-minute intervals) during which the service was flagged as unavailable.
3. Supporting server logs or monitoring data showing clear unavailability on Cension's end.

Cension AB reserves the right to validate any claim using its own internal telemetry and monitoring systems, and will deny claims resulting from SLA Exclusions (Section 3).

6. Enterprise Support Response Targets

For supported Enterprise accounts, Cension will use commercially reasonable efforts to provide an initial response to support requests received during standard business hours (CET) within the following indicative target windows. These targets are good-faith operational aspirations rather than contractual guarantees; formal 24/7 on-call coverage, named technical contacts, and binding response-time commitments are available only under a separately signed Enterprise Service Agreement.

• Urgent (Critical Issue): Full platform outage making Cension completely unusable for all users. Indicative target: same business day.
• High (Significant Disruption): Major functionality is impaired causing severe workflow bottlenecks. Indicative target: within one (1) business day.
• Normal (Minor Issue): A component is not functioning as intended, but core workflow persists. Indicative target: one to two (1–2) business days.
• Low (Feature Request): General questions or cosmetic anomalies. Indicative target: best effort.

Severity classification is determined by Cension acting reasonably. Submissions relating to issues excluded under Section 3 (for example, upstream third-party provider failures) do not start an Urgent response clock.