Effective Date: April 11, 2026
Version: 1.01. PurposeThis Service Level Agreement ("SLA") defines the baseline production service
levels provided by eprojac for SeeCodes and other eprojac-operated applications
and services.This SLA is intended to apply unless a separately signed master services
agreement, order form, enterprise agreement, or other written commercial
agreement states otherwise. If such an agreement conflicts with this SLA, the
signed agreement takes precedence.2. ScopeThis SLA applies to production-hosted services operated by eprojac, including,
as applicable:- SeeCodes hosted backend APIs
- SeeCodes task launch and secure task-link services
- SeeCodes Jira integration backend services
- SeeCodes AI orchestration, task-progress, reporting, telemetry, and billing
endpoints
- Shared eprojac production services explicitly delivered to customers under a
subscription, order form, or commercial agreementThis SLA does not apply to:- beta, preview, alpha, pilot, staging, test, sandbox, internal-only, or
development environments unless explicitly stated otherwise in writing
- customer local workstation issues, local IDE/editor problems, local source
control problems, or customer repository corruption
- third-party services not operated by eprojac, including but not limited to
Atlassian Jira Cloud, AWS regional-wide failures, public internet transit,
DNS providers outside eprojac control, AI model providers, Stripe, Git
hosting providers, VS Code, Cursor, or other customer-side tooling
- custom code, integrations, or customer environments not managed by eprojac3. Definitions3.1 Production Service
A live customer-facing hosted service operated by eprojac for normal customer
use.3.2 Availability
The ability of the covered production service to accept authenticated requests
and perform its core hosted function.3.3 Monthly Uptime Percentage
The percentage calculated for a calendar month as:Monthly Uptime Percentage =
((Total Minutes in Month - Excluded Downtime - Unplanned Downtime)
/ (Total Minutes in Month - Excluded Downtime)) x 1003.4 Excluded Downtime
Downtime excluded from availability calculations under Section 7 of this SLA.3.5 Incident SeveritySeverity 1 (Critical)
- full production outage
- security incident with active service impact
- widespread inability to authenticate, launch, submit, or retrieve tasksSeverity 2 (High)
- major feature degradation
- production service functioning but materially impaired for multiple users or a
critical workflowSeverity 3 (Medium)
- partial degradation, defect, or workflow issue with workaround availableSeverity 4 (Low)
- minor issue, configuration question, information request, or enhancement
request3.6 Business Hours
Monday to Friday, 09:00 to 18:00 UTC, excluding announced company holidays.4. Service Commitments4.1 Core Production Platform Availabilityeprojac targets 99.9% Monthly Uptime Percentage for covered production services.For SeeCodes regional deployments, availability is measured against the
customer's assigned production region or production base URL.4.2 What Is Included in the Core Availability CommitmentFor production services, the following are included in the availability
commitment when hosted by eprojac:- authenticated API reachability
- task initialization and task submission endpoints
- task output retrieval endpoints
- Jira integration backend reachability
- billing and subscription endpoint reachability
- saved task-context and progress retrieval
- core product control-plane and hosted web service operations4.3 AI Execution and Model Runtime ClarificationSeeCodes and related services may rely on upstream AI providers and asynchronous
job execution.Accordingly:- queue acceptance and platform reachability are covered by the platform SLA
- exact model completion time is not guaranteed
- output quality, model latency, provider throttling, provider-side timeouts,
or provider-side safety refusals are not guaranteed service-latency outcomes
- upstream provider degradation alone does not constitute core platform
unavailability unless it prevents the eprojac production platform from
performing its covered hosted control-plane function5. Support Response TargetsThe following are target response times, not absolute guarantees:Severity 1
- Initial response target: 1 hour, 24x7
- Update target: at least hourly while the incident is active
- Restoration/workaround target: best effort, target within 4 hoursSeverity 2
- Initial response target: 4 business hours
- Update target: at least once each business day while unresolved
- Restoration/workaround target: best effort, target within 1 business daySeverity 3
- Initial response target: 1 business day
- Update target: as material progress occurs
- Resolution target: best effort, target within 5 business days or next planned
release cycleSeverity 4
- Initial response target: 2 business days
- Resolution target: best effort, typically through documentation, guidance, or
product backlog prioritization6. Maintenance6.1 Planned Maintenance
eprojac may perform planned maintenance to improve stability, security, or
capacity.Where practical, planned maintenance will be announced at least 24 hours in
advance through the agreed customer communication channel.6.2 Emergency Maintenance
eprojac may perform emergency maintenance without prior notice when necessary to
protect service integrity, security, or compliance.Planned and emergency maintenance may be treated as Excluded Downtime where
reasonable and necessary.7. Excluded DowntimeThe following are excluded from availability calculations:- planned maintenance announced in advance where practical
- emergency maintenance necessary to contain or prevent material risk
- customer-caused outages, misuse, misconfiguration, unsupported usage, or
credential-sharing issues
- local machine, network, browser, IDE, extension-host, or repository issues on
the customer side
- failures caused by third-party platforms or upstream providers outside
eprojac operational control
- denial-of-service events, abuse mitigation, rate-limiting, fraud prevention,
or security controls reasonably applied by eprojac
- force majeure events, including natural disasters, war, civil unrest, labor
disruption, or broad internet failures
- suspension due to non-payment, breach, legal hold, or security risk
- beta, preview, pilot, internal, or non-production services8. Monitoring, Reliability, and Recovery8.1 Monitoring
eprojac operates automated monitoring and alerting for production services.8.2 Recovery Objectives
For persistent production platform metadata and service configuration, eprojac
targets:- Recovery Point Objective (RPO): up to 24 hours
- Recovery Time Objective (RTO): up to 8 business hoursThese are operational targets, not service-credit guarantees.8.3 Short-Lived Artifacts
Temporary AI task inputs, outputs, and execution artifacts are operational
processing data and may be automatically deleted after short retention windows,
typically within approximately 48 hours.Customers must not use the service as their only archival store for prompts,
repository state, generated outputs, or operational artifacts.9. Security and Vulnerability Handlingeprojac maintains reasonable administrative, technical, and organizational
controls appropriate to the hosted services, including:- authenticated access controls
- encrypted transit for supported public endpoints
- logging and operational monitoring
- environment and secret separation appropriate to service architecture
- incident response handling for material production issuesTarget remediation windows:- Critical security issue: best effort to mitigate or contain within 72 hours
- High severity security issue: best effort to mitigate within 10 business days
- Medium severity security issue: best effort to remediate within 30 daysThese windows may vary depending on exploitability, compensating controls,
third-party dependencies, or release safety requirements.10. Customer ResponsibilitiesCustomers are responsible for:- maintaining valid subscriptions, licenses, and required commercial entitlements
- using supported product versions and supported environments
- securely managing their own repositories, source code, local backups, and
workstation security
- providing accurate reproduction details, timestamps, region/base URL, and
relevant logs when reporting incidents
- ensuring that submitted code, prompts, Jira content, and attachments may be
lawfully processed through the service
- maintaining their own business continuity processes for local workstations,
local clones, and customer-controlled systems11. Incident CommunicationFor Severity 1 incidents, eprojac will use reasonable efforts to communicate:- confirmation that the incident is acknowledged
- interim status updates while the incident remains active
- service restoration notice when the incident is stabilizedFor material Severity 1 and major Severity 2 incidents, eprojac will use
reasonable efforts to provide a summary or post-incident explanation upon
request, generally within 5 business days after stabilization.12. Service CreditsIf Monthly Uptime Percentage for a covered paid production service falls below
the target, the customer may request a service credit as follows:- 99.0% to less than 99.9%: 10% credit of the affected monthly recurring fee
- 97.0% to less than 99.0%: 25% credit of the affected monthly recurring fee
- less than 97.0%: 50% credit of the affected monthly recurring feeRules:- service credits are the customer's sole and exclusive remedy for SLA breach
related to availability
- credits apply only to the affected paid production service
- credits are not refundable cash payments
- credits may not exceed 50% of the affected monthly recurring fee for the
applicable month
- free, beta, pilot, preview, trial, or non-production services are not
eligible for service credits
- no credit applies where the event is Excluded Downtime13. Credit Request ProcessTo request an SLA credit, the customer must submit a written request through the
agreed support channel within 15 business days after the end of the affected
calendar month, including:- customer name and service identifier
- affected region or production base URL
- dates and times of the claimed outage
- description of customer impact
- supporting logs, screenshots, or request traces where availableeprojac may reject requests lacking sufficient detail to validate the claim.14. Change Management and SLA Updateseprojac may update this SLA from time to time.Material reductions to the production service commitments in this SLA should be
communicated at least 30 days in advance for active paid customers, unless an
earlier change is required for security, safety, legal compliance, or abuse
prevention.15. Order of PrecedenceIf there is any conflict between:- this SLA
- a signed master services agreement
- an enterprise agreement
- an order form
- a negotiated support addendumthe signed negotiated document takes precedence over this baseline SLA to the
extent of the conflict.16. SummaryBaseline production commitments under this SLA are:- 99.9% monthly production platform availability target
- defined response targets by severity
- reasonable monitoring, maintenance, and recovery practices
- short-lived processing artifacts not intended for permanent storage
- service credits available for qualifying paid production availability failures
---eprojac.com