Service Level Agreement
PrismRAG by Insight ITS — PrismRAG@insightits.com
Uptime commitment
| Plan | Monthly uptime | Support response |
|---|---|---|
| Free / Starter | Best effort | Community / 24h email |
| Professional | 99.5% | 8 business hours |
| Enterprise | 99.9% | 1 hour (24×7 for Sev-1) |
What we measure
Uptime is calculated as the percentage of minutes in a calendar month that the PrismRAG API (/api/v1/prismrag/health and core ingest/search endpoints) returns non-5xx responses, excluding scheduled maintenance announced 48 hours in advance.
Exclusions
- Customer misconfiguration or expired API keys
- Third-party outages (Google Gemini, Stripe, customer IdP)
- Force majeure
- Beta or preview features
Service credits (Enterprise)
- 99.0%–99.9%: 10% monthly fee credit
- 95.0%–99.0%: 25% monthly fee credit
- Below 95.0%: 50% monthly fee credit
Credits require a ticket within 30 days of the incident month. Maximum credit per month: 50% of fees.
Status & contact
Live status: status page · API: /api/v1/status
Support: PrismRAG@insightits.com