Service Level Agreement
Enterprise-grade reliability for mission-critical workflows
This Service Level Agreement ("SLA") defines the service commitments mnml.ai makes to our users regarding platform availability, performance, and support. Trusted by 2.3 million architects and designers worldwide, we engineer our infrastructure to exceed industry standards. This SLA is effective as of your subscription date and remains in effect for the duration of your subscription.
1Service Availability Commitment
mnml.ai delivers highly available, reliable service to all users. Our infrastructure is engineered to exceed industry standards for uptime and performance.
Uptime Guarantee
- ✓Free Plan: 99.0% monthly uptime target (up to 7.2 hours downtime per month)
- ✓Pro Plan: 99.5% monthly uptime guarantee (up to 3.6 hours downtime per month)
- ✓Enterprise Plan: 99.9% monthly uptime guarantee (up to 43 minutes downtime per month)
2Service Performance Standards
We maintain rigorous performance standards to ensure professional-grade experience across all AI rendering tools.
- API Response Time: 95% of API requests will complete within 2 seconds under normal load conditions
- Rendering Generation Time: Standard renderings complete within 30-120 seconds depending on complexity and current queue load
- Image Upload Processing: Image uploads and processing complete within 10 seconds for files up to 15MB
- Platform Load Time: Dashboard and tool interfaces load within 3 seconds on standard broadband connections
3Support Response Times
Our technical support team resolves inquiries promptly with guaranteed response times. Response times are tiered by subscription plan and issue severity.
| Plan | Critical Issues | High Priority | General Inquiries |
|---|
| Free | 5 business days | 7 business days | 14 business days |
| Pro | 24 hours | 48 hours | 3 business days |
| Enterprise | 4 hours | 12 hours | 24 hours |
Issue Severity Definitions:
- Critical: Service is completely unavailable or core functionality is broken
- High Priority: Significant feature malfunction affecting multiple users or workflows
- General: Minor issues, questions, or feature requests
4Data Protection & Backup
Your designs and project data are protected by enterprise-grade backup and recovery systems.
- Automated Backups: All user data is backed up every 24 hours with 30-day retention
- Geo-Redundancy: Data is stored across multiple geographic locations to ensure availability
- Data Recovery: Pro and Enterprise users can request data recovery for up to 30 days
- Encryption: All data is encrypted at rest and in transit using industry-standard protocols
5Planned Maintenance
Planned maintenance is scheduled during low-traffic windows to minimize disruption to your workflow.
- •Advance Notice: We provide at least 72 hours notice for planned maintenance via email and in-app notifications
- •Maintenance Windows: Typically scheduled on weekends between 12:00 AM - 6:00 AM UTC
- •Duration: Planned maintenance typically lasts 2-4 hours and is excluded from uptime calculations
- •Emergency Maintenance: In rare cases, emergency maintenance may be performed with minimal notice to address critical security or stability issues
6Service Credits & Compensation
If we fail to meet uptime commitments, eligible paid subscribers receive service credits as outlined below.
Credit Policy
- 1If uptime falls below 99.5% (Pro) or 99.9% (Enterprise): 10% service credit
- 2If uptime falls below 99.0% (Pro) or 99.5% (Enterprise): 25% service credit
- 3If uptime falls below 95.0%: 50% service credit
Service credits must be claimed within 30 days of the incident and are applied to your next billing cycle. Credits are calculated based on the monthly subscription fee and cannot exceed one month's subscription cost.
7Monitoring & Status Updates
Transparent service status with 24/7 monitoring across all systems.
- Status Page: Real-time service status available at status.mnml.ai
- Incident Communication: Major incidents are communicated via email, in-app notifications, and status page updates
- Post-Incident Reports: Detailed post-mortem reports provided for significant outages affecting Pro and Enterprise users
- Performance Metrics: Monthly uptime and performance reports available in your account dashboard
8Exclusions & Limitations
This SLA does not apply to service unavailability or performance issues resulting from the following circumstances:
- Issues caused by factors outside mnml.ai's reasonable control, including force majeure events
- Problems resulting from your internet connectivity, equipment, or software
- Service interruptions due to scheduled maintenance with proper advance notice
- Unauthorized access, security breaches, or attacks against mnml.ai infrastructure
- Issues arising from your violation of the Terms of Service or acceptable use policies
- Beta features, experimental tools, or services explicitly marked as "Preview" or "Beta"
9Changes to This SLA
mnml.ai reserves the right to modify this SLA to reflect service improvements or business requirements. Material changes are communicated at least 30 days in advance via email and platform notifications. Continued use after modifications constitutes acceptance of updated terms.
10Contact & Support
For SLA inquiries, service issues, or credit requests, contact our support team:
This Service Level Agreement is part of your subscription to mnml.ai services and should be read in conjunction with our Terms of Service and Privacy Policy.
Last Updated: January 3rd, 2026
