SLA — Service Level Agreement
Tilápia IA · Last updated: February 2026
1. Definitions
- Monthly Availability: percentage of time the Platform is operational in a calendar month, excluding scheduled maintenance.
- Incident: any event causing unavailability or significant performance degradation.
- Scheduled Maintenance: window announced at least 48 hours in advance.
- RPO (Recovery Point Objective): maximum data loss tolerated in case of failure.
- RTO (Recovery Time Objective): maximum time to restore the service.
2. Commitments by Plan
| Metric | Starter | Pro | Business | Enterprise |
|---|---|---|---|---|
| Availability | 99,0% | 99,5% | 99,9% | 99,95% |
| RPO (max. data loss) | 24h | 24h | 24h | 24h |
| RTO (max. recovery time) | 48h | 12h | 4h | 1h |
| Support — Initial response | 72h (email) | 24h (email) | 4h (email+chat) | 1h (email+chat+phone) |
| Critical incident | Best effort | 12h | 2h | 30 min |
| Scheduled maintenance | ≤8h/month | ≤4h/month | ≤2h/month | ≤1h/month |
| Backup frequency | Daily | Daily | Daily | Daily |
3. Service Credits
If monthly availability falls below the contracted plan commitment, the customer is entitled to service credits:
| Actual Availability | Credit |
|---|---|
| Below target by up to 0.5 pp | 10% of monthly fee |
| Below target between 0.5 pp and 1 pp | 25% of monthly fee |
| Below target by more than 1 pp | 50% of monthly fee |
Request: Credits must be requested within 30 days after the affected month, via suporte@tilapia.ia.br with evidence of the impact.
Credits do not exceed 50% of the monthly fee and are not cumulative across months. Credits are not refundable in cash. The Starter plan has no financial SLA (best-effort).
4. Exclusions
This SLA does not apply to:
- Unavailability due to force majeure (natural disasters, extreme events)
- Failure of infrastructure providers outside our direct control
- Scheduled maintenance announced with due notice
- Misuse or in breach of the Terms of Use
- Starter plan (best-effort availability, no financial guarantee)
5. Monitoring and Transparency
Availability is continuously monitored and published on our status page. Incidents are reported in real time.
6. Changes
Changes to this SLA will be announced at least 60 days in advance. The SLA in effect at the time of contracting prevails until the end of the current billing cycle.