Service Level Agreement
Effective Date: April 12, 2026 | Last Updated: April 12, 2026
This Service Level Agreement ("SLA") defines the service availability commitments, support obligations, and remedies provided by askFinz for its platform and services. This SLA applies to all users with an active askFinz account.
1. Scope of Services
This SLA covers the following askFinz services:
- askFinz Search Platform (search.askfinz.ai) — AI-powered search and discovery interface.
- askFinz Extension Backend (extension.askfinz.ai) — Indexing pipeline, crawl orchestration, and data enrichment APIs.
- askFinz Authentication (login.askfinz.ai) — Identity and access management services.
- askFinz Desktop Browser — Standalone Chromium-based browser with embedded extension capabilities.
- askFinz Browser Extension — Chrome/Chromium extension for background indexing and search integration.
2. Uptime Commitment
2.1 Cloud Services
askFinz commits to a 99.9% monthly uptime for all cloud-hosted services (search.askfinz.ai, extension.askfinz.ai, login.askfinz.ai). Uptime is calculated as:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
2.2 Desktop Software
The askFinz Desktop Browser and Browser Extension are client-side software. Their availability depends on the user's local system. askFinz commits to:
- Releasing critical security patches within 72 hours of discovery.
- Maintaining backward compatibility with the extension backend for at least 2 major versions.
- Providing update notifications through the browser's built-in update mechanism.
3. Scheduled Maintenance
askFinz performs scheduled maintenance during designated windows to minimize user impact:
- Primary Window: Sundays, 02:00–06:00 UTC
- Secondary Window: Wednesdays, 02:00–04:00 UTC (if required)
Scheduled maintenance will be announced at least 48 hours in advance via email and in-app notification. Scheduled maintenance windows are excluded from uptime calculations.
4. Incident Classification & Response
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Complete service outage or data loss affecting all users | 15 minutes | 4 hours |
| High (P2) | Major feature degradation affecting a significant portion of users | 1 hour | 8 hours |
| Medium (P3) | Non-critical feature impairment or performance degradation | 4 hours | 24 hours |
| Low (P4) | Minor issues, cosmetic defects, or feature requests | 1 business day | Best effort |
5. Support Channels
- Email Support: support@askfinz.ai — Available 24/7 for P1/P2 incidents; business hours (09:00–18:00 CET, Mon–Fri) for P3/P4.
- Status Page: status.askfinz.ai — Real-time service health monitoring and incident updates.
- In-App Support: Accessible through the askFinz Search platform and Desktop Browser.
6. Service Credits
If askFinz fails to meet the 99.9% uptime commitment in any calendar month, eligible users may request service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the end of the affected month by contacting support@askfinz.ai. Credits are applied to future billing and are not redeemable for cash.
7. Exclusions
This SLA does not apply to service interruptions caused by:
- Force majeure events (natural disasters, war, government action).
- User-side issues (local network failures, device malfunctions, unsupported configurations).
- Third-party service outages (cloud provider failures, DNS issues outside askFinz control).
- Abuse or violation of the Terms and Conditions by the user.
- Features explicitly labeled as "Beta" or "Experimental."
8. Data Integrity & Backups
- askFinz performs daily automated backups of all user data and indexed content.
- Backups are retained for a minimum of 30 days.
- In the event of data loss, askFinz will restore from the most recent viable backup within the resolution targets specified in Section 4.
9. Browser & Extension Service Commitments
9.1 Extension Update Cadence
The askFinz Browser Extension receives rolling updates. askFinz commits to maintaining compatibility with the two most recent stable versions of Google Chrome and Chromium-based browsers.
9.2 Desktop Browser Updates
The askFinz Desktop Browser will receive updates aligned with upstream Electron/Chromium releases. Critical security patches will be prioritized and released within 72 hours.
10. SLA Amendments
askFinz may amend this SLA with 30 days' written notice. Amendments will not retroactively reduce service commitments for the current billing period. The latest version of this SLA is always available at askfinz.ai/legal/sla.
11. Contact
For SLA-related inquiries, incident reports, or service credit requests:
- Support: support@askfinz.ai
- Legal: legal@askfinz.ai
- Status: status.askfinz.ai