This Service Level Agreement (“SLA”) describes the service availability objectives and remedies applicable to the Investology.ai software-as-a-service platform (“Service”). This SLA forms part of the Investology.ai Terms of Service.
Key Points to Note:
- We aim for 99.9% uptime every month.
- If uptime drops below that, you may receive credits on your next bill.
- Credits are % of monthly fees, up to 100%.
- We do not pay cash refunds.
- Credits must be requested within 30 days.
1. Service Availability Objective
Investology aims to provide a highly available analytics and research platform.
Monthly Service Availability Objective:
99.9% per calendar month
Service credits may apply if monthly availability falls below 99.95%, as set out below.
This objective is a service target, not a warranty or guarantee.
2. Measurement of Availability
Service Availability is calculated monthly as: (Total minutes in the calendar month − Downtime minutes) ÷ Total minutes × 100%
Downtime means the total accumulated time during a calendar month in which the Investology.ai platform is unavailable to all users.
Downtime excludes:
- Scheduled maintenance
- Third-party service outages outside Investology’s control
- Customer-side issues (connectivity, browser, credentials)
- Force majeure events
- Beta, experimental, or preview features
3. Service Credits
If Service Availability falls below the objective for a given calendar month, service credits may be issued according to the following schedule:
| Monthly Service Availability | Service Credit (% of Monthly Fee) |
|---|---|
| ≥ 99.95% | 0% |
| ≥ 99.9% and < 99.95% | 5% |
| ≥ 99.7% and < 99.9% | 10% |
| ≥ 99.5% and < 99.7% | 25% |
| ≥ 99.0% and < 99.5% | 50% |
| ≥ 98.0% and < 99.0% | 80% |
| < 98.0% | 100% |
Service Credits:
- Are calculated per service, per calendar month
- Are applied to future billing only
- Will not exceed 100% of the applicable monthly service fee
- Are the sole and exclusive remedy for any failure to meet the Service Availability Objective
No cash refunds are provided.
4. Credit Request Process
To request a Service Credit, the customer must:
- Submit a request via support within 30 days of the affected calendar month
- Include account identification and the month in question
Investology will validate availability records and apply any eligible credits.
5. Scheduled Maintenance
Scheduled maintenance may be required to maintain security, performance, or stability.
When practicable, advance notice will be provided. Scheduled maintenance does not count as Downtime for SLA purposes.
6. Customer Responsibilities
Customers are responsible for:
- Maintaining supported browsers and client environments
- Protecting account credentials
- Promptly reporting suspected service interruptions
Failure to meet these responsibilities may affect SLA eligibility.
7. Exclusions
This SLA does not apply to service impacts caused by:
- Internet or network failures outside Investology’s control
- Third-party data, API, or infrastructure providers
- Customer misuse or unauthorized modifications
- Security incidents exceeding reasonable mitigation capacity
- Regulatory or governmental actions
8. Exclusive Remedy
Service Credits issued under this SLA constitute the sole and exclusive remedy for service unavailability. Investology disclaims all liability for indirect, incidental, consequential, or business interruption damages related to service availability.
9. Changes to this SLA
Investology may update this SLA from time to time. Material changes will be posted on this page. Continued use of the Service constitutes acceptance of the revised SLA.
10. Governing Law
This SLA is governed by the governing law specified in the Investology.ai Terms of Service.