Service Level Agreement

This Service Level Agreement (“SLA”) describes availability targets, support response times, and service credit mechanics for enterprise customers of the neo-fashion.ai platform (“Service”) operated by Fipera Trading F.Z.E (“Fipera”, “we”, “us”, “our”).

This document is a summary for marketing and onboarding purposes. Binding SLA terms are attached to enterprise order forms. Self-serve plans (Pay-as-you-go, Starter, Pro) receive best-effort availability and support as described in Section 2.

1. Definitions

“Downtime” means a material unavailability of the core Service API and web application that prevents authenticated users from initiating or retrieving generations, excluding Exclusions (Section 4).

“Monthly Uptime Percentage” = (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100.

“Scheduled Maintenance” means planned maintenance windows communicated at least forty-eight (48) hours in advance via email or status page.

“Service Credit” means a credit applied to future invoices, calculated as a percentage of the monthly platform fee for the affected Service component.

2. Plan tiers

Plan	Availability commitment	Support
Pay-as-you-go, Starter, Pro	Best effort — no SLA credit	Email support, business hours
Enterprise	99.5% Monthly Uptime Percentage (standard tier)	Priority support per order form
Enterprise Plus (custom)	99.9% or higher as negotiated	Dedicated channel, named contact

Self-serve customers should monitor /status for incidents. Enterprise customers receive proactive incident notification per their order form.

3. Uptime target (Enterprise)

3.1 Fipera targets 99.5% Monthly Uptime Percentage for the core Service — authentication, workspace access, credit accounting, and generation job submission/retrieval — for enterprise workspaces covered by a signed SLA.

3.2 Uptime is measured using Fipera’s internal monitoring and third-party status checks. Reports are available to enterprise customers on request.

3.3 Higher tiers (99.9%+) may be offered with corresponding fee adjustments in the order form.

4. Exclusions

Downtime does not include unavailability caused by:

4.1 Scheduled Maintenance within announced windows;

4.2 Force majeure — natural disaster, war, government action, widespread internet failure;

4.3 Customer-side factors — misconfiguration, expired API keys, insufficient credits, unsupported browsers;

4.4 Third-party AI provider outages — Google, fal.ai, or other model hosts experiencing API degradation or rate limiting beyond Fipera’s reasonable control;

4.5 Abuse or security response — suspension under the Acceptable Use Policy;

4.6 Beta or preview features explicitly labelled as such;

4.7 Marketing site only — neofashion.ai informational pages are outside core Service uptime measurement.

When an AI provider outage affects generation but the Platform remains accessible, we work to restore provider connectivity and may offer status updates; such periods may not count as Downtime unless the entire submission pipeline is unavailable.

5. Service credits (Enterprise)

If Monthly Uptime Percentage falls below the committed target in a calendar month, eligible enterprise customers may request Service Credits as follows (standard 99.5% tier):

Monthly Uptime Percentage	Service Credit
99.0% – 99.49%	10% of monthly platform fee
95.0% – 98.99%	25% of monthly platform fee
Below 95.0%	50% of monthly platform fee

5.1 Credits are the sole and exclusive remedy for Downtime unless otherwise stated in the order form.

5.2 Credit requests must be submitted to legal@neofashion.ai within thirty (30) days of the end of the affected month with reasonable supporting detail.

5.3 Maximum Service Credits in any month shall not exceed 50% of that month’s platform fee unless expressly agreed otherwise.

5.4 Credits are applied to future invoices, not refunded as cash.

6. Support response targets (Enterprise)

Standard enterprise support targets (business days, UAE time):

Priority	Description	Initial response	Target resolution
P1 — Critical	Core Service down for all workspace users	1 hour	8 hours
P2 — High	Major feature impaired, workaround unavailable	4 hours	2 business days
P3 — Normal	Non-critical issue, workaround available	1 business day	5 business days
P4 — Low	Questions, cosmetic issues	2 business days	Best effort

Resolution targets are goals, not guarantees, except where explicitly binding in the order form.

7. Measurement and reporting

7.1 Status updates are published at /status.

7.2 Enterprise customers may request monthly uptime summaries covering the prior calendar month.

7.3 Disputes over uptime calculation will be reviewed in good faith using Fipera’s monitoring logs and customer-submitted timestamps.

8. Custom enterprise terms

Large deployments may negotiate:

• Enhanced uptime (99.9%+);
• Data residency requirements;
• Dedicated support and incident bridges;
• Custom maintenance windows;
• Financial penalties beyond standard credits.

Contact legal@neofashion.ai or book a demo to discuss.

9. Relationship to other documents

This SLA summary does not modify the Terms of Service. In case of conflict, the executed enterprise order form prevails.

10. Contact

SLA and enterprise support: legal@neofashion.ai
Postal: Fipera Trading F.Z.E, Ajman Free Zone, United Arab Emirates