Degradation due to abusive resource use by the customer.
Beta periods or features marked as "preview".
3. Support levels and response times
3.1 Incident classification
| Severity | Description | Example |
|----------|-------------|---------|
| P1 — Critical | Service completely unavailable or data loss | Platform down, inability to process payments |
| P2 — High | Critical functionality degraded without workaround | AI agents not responding, dashboard inaccessible |
| P3 — Medium | Affected functionality with available workaround | Slow import, intermittent integration errors |
|
Send a request to sla@summya.com within 30 days of the incident.
Include: date and time of the incident, impact description, support ticket number.
Summya will verify records and notify approval or rejection within 10 business days.
Credits are applied to the next invoice and are not refundable in cash.
6. Scheduled maintenance
Summya will perform scheduled maintenance following this protocol:
Routine maintenance: Notified ≥48 hours in advance, preferably during low-traffic window (02:00–06:00 GMT-5).
Emergency maintenance: Notified as soon as possible when situations pose a risk to service security or integrity.
Notifications will be sent through:
Status page: https://status.summya.com
Email to account administrators.
In-app notification banner.
7. Limitations of liability
Service credits represent the sole remedy available for SLA non-compliance. Summya will not be liable for indirect damages, loss of profits, or data loss resulting from downtime periods.
8. Term and modifications
This SLA forms an integral part of Summya's Terms and Conditions and is governed by the same applicable law. Summya may modify it with 30 days prior notice for active Growth and Enterprise customers.