Service Level Agreement

Sovereign Matrix commits to 99.9% monthly uptime for all paid plans. Uptime is measured as the percentage of minutes in a calendar month during which the platform is available, excluding scheduled maintenance windows. Free-tier accounts are provided on a best-effort basis and are not covered by this SLA.

Our support team triages incoming requests by severity. The following response times apply during business hours (08:00 - 18:00 SAST, Monday - Friday). Critical issues are monitored 24/7.

Scheduled maintenance is announced a minimum of 72 hours in advance via email and the platform status page. Maintenance windows are performed during off-peak hours, typically 02:00 - 06:00 SAST. Scheduled maintenance does not count against the uptime commitment.

If the platform fails to meet the 99.9% uptime commitment in any calendar month, affected customers on paid plans are eligible for service credits applied to their next billing cycle.

This SLA does not apply to downtime caused by:

• Force majeure events (natural disasters, war, government actions)
• Issues caused by the customer's own systems, code, or configurations
• Third-party service outages (upstream AI model providers, payment processors, DNS)
• Abuse, misuse, or violation of the Terms of Service
• Features explicitly marked as "Beta" or "Preview"

To request a service credit, email support@sovereignmatrix.agency within 30 days of the incident. Include your account ID, the dates and times of the outage, and a description of the impact. Credits are issued at our sole discretion after verification against our monitoring systems.