Template — review by qualified legal counsel before relying on it.
Service Level Agreement (SLA)
Last updated: 2026-06-08
This Service Level Agreement ("SLA") describes the availability commitment ARISE AI Establishment ("ARISE", "إفاقة") provides for eligible paid subscriptions to the ARISE service. It applies where expressly referenced in your agreement and is subject to the Terms of Service. Enterprise and self-hosted plans may carry custom commitments that supersede this document.
1. Availability commitment
ARISE targets a Monthly Uptime Percentage of 99.9% for the production service on eligible paid plans, measured per calendar month.
Monthly Uptime Percentage = (total minutes in the month − downtime minutes) ÷ total minutes in the month, expressed as a percentage.
2. Definitions
- "Downtime" means a period in which the core production service is unavailable to authenticated users, as confirmed by ARISE monitoring, excluding the cases in "Exclusions".
- "Eligible plan" means a current, paid subscription that is not in breach of the agreement or past due.
- "Service Credit" means the remedy described below for a validated SLA shortfall.
3. Service Credits
Where the Monthly Uptime Percentage falls below the target for an eligible plan, you may request a Service Credit applied to a future invoice:
- 99.0% to below 99.9% — 10% of the monthly fee for the affected service.
- 95.0% to below 99.0% — 25% of the monthly fee for the affected service.
- Below 95.0% — 50% of the monthly fee for the affected service.
4. Claiming a credit
To claim a Service Credit, contact support@arise.sa within 30 days of the end of the affected month, including the dates and times of the downtime and any supporting information. ARISE will validate the claim against its monitoring records. Service Credits are the sole and exclusive remedy for any availability shortfall.
5. Exclusions
The availability commitment does not apply to unavailability caused by:
- Scheduled maintenance announced in advance, or emergency maintenance.
- Factors outside ARISE’s reasonable control, including internet or third-party network failures and force-majeure events.
- Failures of third-party services, integrations, or model providers outside the core service.
- Your equipment, software, configuration, or actions, or use that violates the Terms of Service or Acceptable Use Policy.
- Suspension or termination for non-payment or policy violations.
- Beta, preview, trial, or free features, which are provided "as is".
6. Support response targets
ARISE aims to provide an initial response to support requests within the following targets during business hours, prioritised by severity:
- Critical (service down for many users) — prioritised, fastest response.
- High (major function impaired) — same business day where possible.
- Normal (general issue or question) — within standard support timeframes.
7. Maintenance and status
ARISE may perform planned maintenance and will aim to schedule it to minimise impact and to provide advance notice where reasonable. Current operational status is published at /status.
8. Changes
ARISE may update this SLA from time to time. Material changes will be communicated through the service or by email and apply to subsequent billing periods.
Legal entity: ARISE AI Establishment (Commercial Registration No. 7054210310, Kingdom of Saudi Arabia). This document is a template — have it reviewed by qualified legal counsel before relying on it.