This Service Level Agreement ("SLA") outlines the uptime commitment, support response times, and remedies available to users of Casper AI.

We target 95% uptime for the Service, measured monthly, excluding scheduled maintenance windows. Scheduled maintenance will be communicated in advance where reasonably possible.

Support requests are prioritized by severity: > Critical (account access or core chat functionality unavailable): response within 4 hours > High (major functionality impaired, e.g. memory or image generation failing): response within 1 business day > Standard (general inquiries, minor issues): response within 2 business days

If uptime falls below 95% in a given month, eligible Pro subscribers may request a service credit toward their next billing cycle, calculated in proportion to the downtime experienced. Credits do not apply to downtime caused by factors outside our control, including scheduled maintenance, customer-side issues, or force majeure events. This SLA does not apply to free tier usage.

This SLA does not cover downtime resulting from third-party integrations outside our infrastructure, customer misuse or misconfiguration, or events beyond our reasonable control.

Uptime is monitored continuously across our infrastructure. Pro subscribers may request uptime reports for their billing period.