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Service Level Agreement

Document version: 2026-05-19

Effective date: May 19, 2026 (UAE soft-launch)

1. Service Availability

Hadar commits to 99.9% monthly availability of the production Hadar CRM web application (https://hadar-ai.com) and its REST API endpoints, measured against the calendar month. The target equates to a maximum of 43.2 minutes of unplanned downtime per month.

Availability is measured at the load-balancer edge by an independent uptime monitor. Enterprise tenants may negotiate a 99.95% target in their order form; that commitment supersedes this section for those tenants only.

2. Response and Resolution Targets

Severity is set by Hadar at acknowledgement and may be revised as triage progresses.

  • SEV-1 — full outage, data loss risk, or cross-tenant exposure: 30-minute first response, 4-hour resolution target.
  • SEV-2 — major feature degraded across a tier: 4-hour first response, 24-hour resolution target.
  • SEV-3 — single-tenant or non-blocking issue: 24-hour first response, 72-hour resolution target.

SEV-1 and SEV-2 targets apply 24×7. SEV-3 targets apply during business hours (08:00–20:00 GST, Sunday–Thursday).

3. Maintenance Windows

  • Scheduled window: Sundays 02:00–04:00 GST (UTC+04).
  • Notice: at least 72 hours ahead, via email, in-app banner, and the status page.
  • Maintenance windows are excluded from the availability calculation.
  • Emergency security maintenance may occur outside the window without 72-hour notice; a post-event notification is sent within one hour.

4. Exclusions

The following do not count against availability or response and resolution targets:

  • Scheduled maintenance under section 3.
  • Force majeure — natural disasters, war, government action, public network outages, root DNS failure, regional cloud-provider outages.
  • Outages caused by upstream providers Hadar depends on (Supabase, Vercel, OpenRouter, ElevenLabs, Vapi, Meta WhatsApp Cloud API, LemonSqueezy).
  • Customer-caused issues — invalid credentials, misconfigured webhooks, customer API abuse, customer-initiated key rotation, customer-side network or browser problems.
  • Features marked beta, preview, or experimental in product UI.

5. Service Credits

If monthly availability for a tenant falls below 99.9%, the tenant is entitled to credits against the next invoice for that tenant:

  • 99.5% – 99.89%: 10%of that month’s subscription fee.
  • 99.0% – 99.49%: 25%of that month’s subscription fee.
  • Below 99.0%: 50%of that month’s subscription fee.

Credits accumulate at 10% per 30 minutes of unplanned downtime beyond the 43.2-minute monthly budget, capped at 50%of that month’s fee. Credits must be requested in writing to billing@hadar-ai.com within 30 days of the incident, cannot be exchanged for cash, and apply only to the affected tenant account. Credits are not payable in the same month as an unpaid invoice.

6. Reporting and Transparency

  • Status page: status.hadar-ai.com publishes real-time service health, current incidents, and scheduled maintenance.
  • Incident notifications: email to billing and security contacts within 15 minutes for SEV-1 and 60 minutes for SEV-2.
  • Post-incident report (PIR): delivered within five business days for every SEV-1 and SEV-2.
  • Monthly availability report: available on request for Enterprise tenants and on the customer portal for all tiers from June 1, 2026.

7. Data Protection Commitments

  • Encryption at rest (AES-256) and in transit (TLS 1.3).
  • Tenant isolation enforced at the database level via Row-Level Security and Prisma tenant assertion extensions.
  • GDPR-compliant data export and deletion within 30 days of request.
  • Daily automated backups with Point-in-Time Recovery; RPO ≤ 1 hour, RTO ≤ 4 hours.
  • Backup retention: 30 days rolling.

8. Scope

This SLA covers:

  • Hadar CRM web application and REST API.
  • WhatsApp Business integration message-delivery path.
  • Voice agent availability and inbound/outbound routing.
  • AI chat response generation path.

This SLA does not cover:

  • Third-party APIs and platforms Hadar integrates with (see section 4).
  • Customer network or browser issues.
  • Sandbox, staging, or preview environments.
  • Features in beta or preview.

9. Governing Terms

This SLA is incorporated by reference into the Hadar Master Subscription Agreement and the Data Processing Addendum (see DPA). In any conflict the order form between Hadar and the tenant prevails, followed by the Master Subscription Agreement, followed by this SLA.