Service Level Agreement

Last updated: June 30, 2025

1. Introduction

This Service Level Agreement ("SLA") outlines the service availability, support terms, and credit policies for the Persona assistant platform ("Service"). "Persona", "we", "us", or "our" refers to the entity providing the Service. "You" or "Customer" refers to the individual or entity using the Service. This SLA is incorporated into and governed by the Persona Terms of Service.

2. Service Commitment

Persona will use commercially reasonable efforts to ensure the Service is available with a Monthly Uptime Percentage of at least 99.9%. Uptime is calculated based on server-side errors and internal system availability, excluding scheduled maintenance or issues caused by external services or user error.

3. Maintenance

Scheduled maintenance that may affect service availability will be communicated at least 24 hours in advance via email or in-app notification. Emergency maintenance, such as patching zero-day vulnerabilities or resolving immediate security issues, may occur without notice but will be minimized to the greatest extent possible.

4. Support

Support is available Monday through Friday, 9:00am - 5:00pm PT via email at support@usepersona.app or through the support portal. We categorize issue severity as follows and aim to respond within the stated times:

• Critical: Service is down or major features are unusable - 4 business hours
• Major: Functionality is impaired but not entirely unavailable - 1 business day
• Minor: Cosmetic or non-blocking issues - 3 business days

5. Service Credits

If we fail to meet the 99.9% uptime target in any given calendar month, you may request a service credit equal to 10% of your monthly subscription fee for that month. To be eligible for a credit, you must submit a claim within 30 days of the incident, including the following details:

• Your account ID or email
• The date and approximate time of the outage
• Any supporting evidence (e.g., error messages, screenshots, failed request logs)

All claims must be submitted to support@usepersona.app. If we validate the downtime and your claim, the credit will be applied to your next billing cycle. Credits have no cash value and are the sole remedy for SLA breaches.

6. Exclusions

This SLA does not apply to downtime or performance issues resulting from:

• Factors outside our control, such as force majeure events, natural disasters, or internet outages
• Third-party service failures (e.g., Gmail, Google Calendar, AWS outages)
• Your hardware, software, or network issues
• Your misuse or abuse of the Service, or violations of our Terms of Service
• Beta features or pre-release services marked as such

7. Data Security

We are committed to safeguarding your data. Persona uses industry-standard encryption in transit and at rest, implements access controls, and conducts regular security reviews. Data is stored on secure infrastructure hosted on reputable cloud providers. For more information, see our Privacy Policy and Data Processing Agreement.

8. Changes to this SLA

We may update this SLA from time to time to reflect service improvements or legal changes. You will be notified of any material changes at least 30 days in advance through email or in-app notice. Continued use of the Service after the effective date constitutes acceptance of the updated SLA.