Last updated: July 22, 2026
Service Level Agreement
Availability targets, support and service credits for plans that expressly refer to this SLA.
1. Availability
ALLM targets 99.5% monthly availability for production components included in the subscribed plan (“Covered Service”). Availability equals (total minutes in the period − downtime minutes) / total minutes in the period × 100. Downtime is a complete interruption of the Covered Service, confirmed by ALLM, affecting all or a substantial portion of Customers.
2. Exclusions and maintenance
Downtime excludes planned maintenance notified with reasonable notice, emergency maintenance, force majeure, Customer internet or equipment, Customer or User acts or omissions, lawful suspension, failures of third-party providers beyond ALLM’s reasonable control, and non-compliant use. ALLM aims to schedule maintenance outside sensitive periods and may carry out emergency maintenance to protect security or integrity.
3. Support
| Severity | Example | Target acknowledgement |
|---|---|---|
| S1 — Critical | Covered Service unavailable for most Customers | 4 business hours |
| S2 — High | Essential function severely degraded without reasonable workaround | 1 business day |
| S3 — Normal | Issue with workaround or usage question | 2 business days |
| S4 — Low | Information or improvement request | 5 business days |
These are first-response targets, not guaranteed resolution times. Support is available in French or English on French business days unless a higher level is agreed in writing.
4. Service credits
If monthly availability is below target, the Customer may request a credit of 10% of monthly Covered Service fees for 99.00–99.49% availability, 25% for 95.00–98.99%, and 50% below 95.00%. Requests must be sent to support@use-allm.com within thirty (30) days after the relevant month. Credits are the Customer’s sole remedy for downtime, apply to future invoices, are non-refundable and non-transferable, and are capped at 50% of monthly Covered Service fees.
5. Limits
This SLA does not cover third-party provider data, products, APIs, models, pricing or availability referenced by ALLM. It does not modify liability exclusions or caps in the Terms of Service.