Service Level Agreement (SLA) for PhotoRobot Software

This document represents the Service Level Agreement (SLA) for PhotoRobot Software: Version 1.0 — PhotoRobot Edition, uni-Robot Ltd., Czech Republic.

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1. Introduction

This Service Level Agreement (“SLA”) describes the service levels and availability commitments provided by:

uni-Robot Ltd.
(“PhotoRobot”)

to customers using:

PhotoRobot Controls Cloud
PhotoRobot Cloud 2.0
associated hosting, processing and synchronization services

This SLA is incorporated by reference into the PhotoRobot Terms of Service and applies only to cloud-based components of the PhotoRobot ecosystem.

Local software (Controls Local / CL) and firmware-based components are not governed by this SLA.

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2. Definitions

Service – PhotoRobot Controls Cloud and Cloud 2.0.
Availability – ability of authorized users to access the core functions of the Service.
Downtime – unavailability of core functionality NOT caused by excluded events.
Monthly Uptime Percentage (MUP) – percentage of minutes during a calendar month in which the Service was available.
Incident – disruption or degradation of the Service.
Maintenance Window – scheduled maintenance announced in advance.

Formula for uptime:

MUP = (Total minutes – Downtime minutes) / Total minutes × 100%

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3. Service Availability Commitment

PhotoRobot commits to:

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3.1. Availability Target

99.5% Monthly Uptime Percentage

This corresponds to:

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Availability	SLA	Max Downtime per Month
Standard	99.5%	~3.6 hours
Enterprise	99.9%*	~43 minutes

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* Optional higher-tier SLA for enterprise accounts.

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4. Included Components

This SLA applies to:

login and authentication
project browsing
upload and processing
spin/3D workflows
rendering queues
API availability
Cloud 2.0 functions
storage, download and data retrieval

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5. Excluded Components

The following do not count as Downtime:

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5.1. Scheduled Maintenance

announced at least 24 hours in advance,
typically performed during off-peak hours,
may temporarily reduce performance or availability.

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5.2. Emergency Maintenance

Required to address security vulnerabilities or system instability.

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5.3. Factors outside PhotoRobot’s reasonable control

failures of Customer’s internet connection
local device problems
DDoS attacks or network-level threats
issues on third-party networks beyond our control
force majeure events

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5.4. Problems caused by Customer

misconfiguration
improper use of API
excessive load generated by Customer scripts
unsupported workflows

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5.5. Controls Local (CL)

CL is a local component and not covered by this SLA.

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6. Incident Reporting

Customers may report incidents to:

Support Portal: https://support.photorobot.com

A valid incident report must include:

description of the issue
time of occurrence
steps to reproduce (if known)
impact on operations

Incident investigation begins once the ticket is received.

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7. Response Times

Standard response targets:

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Severity	Definition	Response Time
Level 1 – Critical	Complete unavailability of the Service for all users	4 hours
Level 2 – Major	Significant degradation, major workflows affected	8 hours
Level 3 – Minor	Partial degradation, small subset of features	24 hours
Level 4 – Low	Cosmetic or non-urgent issues	3 business days

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*Response time = time to acknowledge, not time to resolve.

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8. Resolution Commitment

PhotoRobot will work continuously to resolve critical and major incidents.

Resolution times may vary based on:

complexity of the issue
involvement of third-party sub-processors (e.g., Google Cloud)
need for emergency patches or infrastructure scaling

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9. Backup & Data Protection

PhotoRobot performs:

continuous data replication
redundant cloud storage
automated rolling backups
multiple-layer failover systems

Data recovery times vary based on size and scope but follow industry practices.

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10. Service Credits (Optional / Enterprise Tier)

Service credits apply only if explicitly included in a Customer’s enterprise contract.

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Example credit schedule

Monthly Uptime	Service Credit
< 99.5%	5% of monthly fee
< 99.0%	10% of monthly fee
< 98.0%	25% of monthly fee

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Credits:

must be requested within 30 days
are applied to future invoices
do not provide refunds or damages
are the exclusive remedy for SLA failures

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11. Status Communication

PhotoRobot maintains:

system monitoring
internal health dashboards
optional public status pages (future enhancement)
email updates for major outages

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12. Customer Responsibilities

Customer must:

maintain stable internet connectivity
follow best practices and technical documentation
avoid abusive or excessive API usage
secure and update their local environment
configure CL ↔ Cloud bridges properly

Failure to meet responsibilities may invalidate SLA commitments.

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13. Changes to SLA

PhotoRobot may update this SLA periodically.
Changes become effective once published.
Material changes will be announced in advance.

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14. Contact Information

uni-Robot Ltd.
Vodičkova 710/31
110 00 Prague 1
Czech Republic

Support Portal: https://support.photorobot.com
Contact Email: legal@photorobot.com (only for legal matters)