Service Level Agreement

1. Uptime Commitment

PrismUp commits to maintaining 99.5% monthly uptime for the platform, measured over each calendar month. Uptime is calculated as the total number of minutes in the month minus downtime minutes, divided by the total number of minutes in the month.

"Downtime" means any period during which the PrismUp web application is unavailable or materially degraded for all users, as determined by our server-side monitoring. Scheduled maintenance windows are excluded from downtime calculations.

2. Scheduled Maintenance

PrismUp may perform scheduled maintenance to deploy updates, apply security patches, or perform infrastructure improvements. We will provide at least forty-eight (48) hours advance notice of any scheduled maintenance via email or in-app notification.

Scheduled maintenance is typically performed during off-peak hours between 02:00 and 06:00 UTC. We make reasonable efforts to minimize the duration and frequency of maintenance windows.

3. Exclusions

The uptime commitment does not apply to service disruptions caused by:

• Force majeure events, including natural disasters, acts of war, terrorism, pandemics, government actions, or other circumstances beyond PrismUp's reasonable control.
• Outages or degradation of third-party services, including AI model providers (Google Gemini, OpenAI), cloud infrastructure providers, DNS services, or payment processors.
• Issues with your internet connectivity, local network, hardware, or software.
• Suspensions or restrictions applied to your account due to violations of the Acceptable Use Policy, Terms of Service, or any other PrismUp policy.
• Features or services explicitly designated as "beta" or "preview."

4. Service Credits

If PrismUp fails to meet the monthly uptime commitment, you may be eligible for service credits as outlined in the table below. Credits are calculated as a percentage of your monthly subscription or usage fees for the affected month.

The maximum aggregate service credit for any single calendar month shall not exceed 50% of your total monthly fees for that month. Service credits are non-transferable and have no cash value.

5. Credit Claims

To receive a service credit, you must submit a written request to support@prismup.ai within thirty (30) days of the downtime incident. Your request must include:

• Your account name or organization identifier.
• The date(s) and approximate time(s) of the downtime event.
• A brief description of how the outage affected your use of the service.

PrismUp will verify the claim against our monitoring records and notify you of the outcome within ten (10) business days. Approved credits will be applied to your next billing cycle and will appear as a line item on your invoice.

6. Support

PrismUp provides email-based support to all active subscribers at support@prismup.ai. Our target response times are:

• Critical issues (platform unavailable, data loss risk, generation pipeline completely non-functional): initial response within one (1) business day.
• General inquiries (feature questions, non-blocking bugs, account management): initial response within three (3) business days.

Business days are Monday through Friday, excluding public holidays observed in Turkey. Response times represent targets and not binding commitments. Actual resolution times may vary depending on the complexity of the issue.

7. Remedies

Service credits issued under this Service Level Agreement constitute your sole and exclusive remedy for any failure by PrismUp to meet the uptime commitment described herein. This SLA does not create any additional warranties, guarantees, or liability beyond what is stated in the PrismUp Terms of Service.

PrismUp reserves the right to modify this Service Level Agreement with thirty (30) days prior notice. Continued use of the platform after the effective date of any modification constitutes acceptance of the updated terms.