Service Level

This document sets out the service-level expectations for MemClaw. It supplements the Terms of Service and the Data Processing Addendum.

Free tier. Provided on a best-efforts basis with no availability guarantee.

Paid tiers. Caura targets 99.5% monthly availability of the API and dashboard, measured by Caura's monitoring. This is a target, not a contractual service-level agreement with credit remedies. We will upgrade this page with a credit schedule once the supporting monitoring, reporting, and credit automation are in place.

Availability is measured over a calendar month and excludes: force majeure; issues caused by Customer or by factors under Customer's control (including integrations, API misuse, and exceeded quotas); suspension for violations of the AUP or for non-payment; and Beta or preview features.

Planned maintenance is announced by email or on the status page (when deployed) at least 24 hours in advance, and where feasible is performed during low-traffic windows.

Emergency maintenance may occur without notice where required to address a security or stability risk. We will notify affected customers promptly after the fact.

Response targets reflect business-hours responses (Caura business hours in Israel, Sunday–Thursday, excluding Israeli public holidays):

— Free: community support, no guaranteed response.

— Pro: initial response within 3 business days.

— Business: initial response within 2 business days.

— Enterprise / custom: as specified in the Order Form.

Incident history and current status will be published at a dedicated status page when available. Until then, notifications of significant incidents go out by email to affected account owners.

Service-level questions: support@caura.ai. For enterprise SLA discussions: sales@caura.ai.