QR Code AI Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

Last updated 2 March 2026

This Service Level Agreement ("SLA") describes the availability commitments and support response times for the QR Code AI platform operated by Supernovae. This SLA applies to all users of the Services.

1. DEFINITIONS

• "Downtime" means any period during which the Services are unavailable or materially impaired, as measured by our internal monitoring systems.
• "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
• "Service Credit" means a credit applied to your account, calculated as a percentage of your monthly subscription fee.
• "Scheduled Maintenance" means planned maintenance windows that are communicated to users at least 48 hours in advance via email or in-app notification.

2. UPTIME COMMITMENT

QR Code AI commits to a 99.9% Monthly Uptime Percentage for the Services, measured on a calendar month basis.

This represents a maximum of approximately 43 minutes of unplanned downtime per month, or approximately 8 hours and 46 minutes per year.

The uptime commitment applies to:

• The QR Code AI web application (app.qrcode-ai.com)
• The QR Code AI API
• The QR Code AI marketing website (qrcode-ai.com)
• QR code scan redirection and tracking services

3. SERVICE CREDITS

If QR Code AI fails to meet the Monthly Uptime Percentage commitment, affected users with paid subscriptions are eligible for Service Credits as follows:

Monthly Uptime Percentage	Service Credit
99.0% to 99.8%	10% of monthly fee
95.0% to 98.9%	25% of monthly fee
Below 95.0%	50% of monthly fee

How to Request Service Credits

To receive a Service Credit, you must submit a request to [email protected] within 30 days of the end of the month in which the Downtime occurred. Your request must include:

• Your account email address
• The dates and times of the Downtime you experienced
• A brief description of how the Downtime affected your use of the Services

Service Credit Limitations

• Service Credits are the sole and exclusive remedy for any failure to meet the uptime commitment.
• Service Credits are applied as a credit to your next billing cycle and are not redeemable for cash.
• The maximum Service Credit for any single month cannot exceed 50% of your monthly subscription fee for that month.
• Service Credits are only available for paid subscription plans.

4. EXCLUSIONS

The following are not counted as Downtime for the purposes of calculating the Monthly Uptime Percentage:

• Scheduled Maintenance: Planned maintenance windows communicated at least 48 hours in advance. We aim to schedule maintenance during low-traffic hours and limit maintenance windows to a maximum of 4 hours per occurrence.
• Force Majeure: Events beyond our reasonable control, including but not limited to natural disasters, war, terrorism, government actions, pandemics, widespread internet outages, or failures of third-party services not under our control.
• User-Caused Issues: Downtime resulting from your actions, your equipment, your software, or your network connectivity.
• Abuse or Violations: Downtime resulting from your violation of the Terms of Service or abuse of the Services.
• Beta or Preview Features: Any features explicitly labelled as beta, preview, or experimental.
• Third-Party Integrations: Outages of third-party services that we integrate with but do not control (e.g., Stripe payment processing, AI provider outages from Anthropic or OpenAI).

5. SUPPORT RESPONSE TIMES

QR Code AI provides support to all users through in-app chat (Crisp) and email ([email protected]). Response times are based on the severity of the issue:

Severity	Description	Target Response Time
Critical	Services are completely unavailable or a core function is non-operational for all users	1 hour
High	A major feature is significantly impaired but the Services are still partially operational	4 hours
Normal	A non-critical feature is impaired, or a workaround is available	24 hours
Low	General questions, feature requests, minor issues with minimal impact	48 hours

Note: Response times refer to business hours (Monday to Friday, 9:00 AM to 6:00 PM CET), except for Critical severity issues which are monitored 24/7.

Response time is the time from when the support request is received to when a member of our team provides an initial response. Resolution time may vary depending on the complexity of the issue.

6. INCIDENT COMMUNICATION

During any unplanned Downtime, we will:

• Acknowledge the incident within the target response time based on severity.
• Provide regular status updates during ongoing incidents.
• Publish a post-incident report for any Critical or High severity incident that lasts longer than 30 minutes, including root cause analysis and preventive measures.

7. CHANGES TO THIS SLA

We may update this SLA from time to time. The updated version will be indicated by an updated "Last updated" date. If we make material changes that reduce our commitments, we will notify affected users by email at least 30 days before the changes take effect.

For questions about this SLA, contact us at [email protected].