Service Level Agreement
Our commitment to service reliability, uptime, and support excellence
Effective Date: April 20, 2026 | Last Updated: April 20, 2026
Table of Contents
Introduction & Defined Terms
This Service Level Agreement (“SLA”) defines the level of service GT1 Partners LLC, a California limited liability company, doing business as Dimora AI (“Dimora AI”, “we”, “us”) commits to providing to our customers (“Customer”, “you”). This SLA applies to all paid subscription plans and is incorporated by reference into our Terms of Service.
Our Commitment
Dimora AI is committed to delivering reliable, high-performance AI operations services for property managers. This SLA outlines our uptime targets, response times, and the remedies available if we fail to meet these commitments.
Defined Terms
Capitalized terms used in this SLA have the meanings set forth below.
Uptime
The percentage of total minutes in a calendar month during which the Service is available to Customer, calculated as: (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100.
Downtime
A period during which the Service is materially unavailable to Customer due to a failure within Dimora AI's infrastructure. Downtime excludes Scheduled Maintenance, Emergency Maintenance, and any unavailability caused by factors outside Dimora AI's reasonable control.
Scheduled Maintenance
Pre-announced maintenance activity that may temporarily affect Service availability, communicated to Customer with at least 48 hours advance notice via email and in-dashboard notification. Scheduled Maintenance is excluded from Downtime calculations.
Emergency Maintenance
Urgent maintenance required to address critical security vulnerabilities or stability threats, performed without advance notice. Emergency Maintenance is counted in full toward Downtime and may trigger Service Credits if the resulting downtime breaches monthly uptime targets.
Service Credit
A percentage-based credit applied to Customer's next invoice, calculated against the monthly subscription fee for the affected module. Service Credits are not redeemable for cash.
Business Hours
Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding U.S. federal holidays.
Beta Feature
Any feature or functionality explicitly labeled 'Beta,' 'Preview,' 'Early Access,' or 'Experimental' within the Service. Beta Features are excluded from SLA commitments and Service Credit eligibility.
Customer-Affecting Incident
Any event that causes or contributes to Downtime or material degradation of the Service for Customer, excluding events attributable to Scheduled Maintenance, Emergency Maintenance, External Platform Dependencies, or Customer's own actions.
Monthly Uptime Percentage
Total minutes in a calendar month minus the minutes of Downtime, divided by total minutes in that month, expressed as a percentage. This is the primary metric used to determine Service Credit eligibility.
Service Availability
Dimora AI targets 99.9% uptime across all modules, measured monthly. This translates to a maximum of approximately 43 minutes of unplanned downtime per month.
Uptime Target: 99.9%
43 min
Max downtime per month
8.7 hrs
Max downtime per year
99.9%
Availability target
How We Measure Uptime
- Automated Monitoring: Every 60 seconds across all core modules
- Multi-Region Checks: Verified from multiple geographic locations
- Real User Monitoring: Tracks actual customer experience, not just server pings
- Independent Verification: Third-party uptime monitoring service validates our metrics
Partial Outages
If a module is degraded but still functional (e.g., Voice AI answering calls with increased latency), this is treated as 50% availability for the duration of the degradation.
Module-Specific SLAs
Each Dimora AI module has specific performance targets tailored to its function. All modules share the 99.9% uptime target, with additional metrics for service-specific operations.
Voice AI
Call Answer Rate
99.5%Percentage of inbound calls successfully answered by AI
Average Response Time
< 2 secondsTime from call connection to first AI greeting
Uptime
99.9%Voice AI service availability
Call Quality
< 1% droppedPercentage of calls dropped due to platform issues
Exclusions: Call quality issues caused by carrier networks, guest device problems, or network congestion outside our infrastructure are not counted against SLA targets.
Inbox AI
Draft Generation Time
< 10 secondsTime to generate draft reply for 95% of messages
Message Processing
< 30 secondsTime to process and route incoming messages
Uptime
99.9%Inbox AI service availability
Accuracy Rate
> 95%Draft responses requiring no or minor edits (self-reported)
Note: Reply generation times may vary based on message complexity. Complex multi-part questions with multiple property references may exceed 10 seconds while maintaining quality.
Revenue Engine
Scan Frequency
Every 6 hoursEarly/late checkout and gap night opportunity scans
Offer Delivery
Within 15 minutesTime from opportunity detection to guest notification
Uptime
99.9%Revenue Engine service availability
Payment Processing
< 5 secondsTime to process offer acceptance and payment
Exclusions: Offer delivery depends on guest communication channel availability (Airbnb, email, SMS). Delays caused by third-party platforms are not counted against this SLA.
Payment Audit
Daily Scan Guarantee
100%Outstanding balance scans run every day at 9 AM
Alert Delivery
Within 30 minutesTime from balance detection to notification
Uptime
99.9%Payment Audit service availability
Accuracy
> 99%Correct identification of outstanding balances
Dashboard
Uptime
99.9%Dashboard availability
Page Load Time
< 3 secondsTime to load dashboard pages (95th percentile)
Data Freshness
< 5 minutesMaximum delay between event and dashboard update
API Response Time
< 500msAverage API endpoint response time
Support Response Times
We provide tiered support based on issue severity. Response times are measured from when you submit a support request to when our team first responds — not resolution time.
| Severity | Definition | Response Time | Coverage |
|---|---|---|---|
| Critical | Service entirely down or unavailable for all users; complete loss of core functionality | 1 hour | 24/7 |
| High | Severely degraded service impacting multiple properties or key features; no workaround available | 4 hours | 24/7 |
| Medium | Feature issue affecting a single property or non-critical functionality; workaround may exist | 1 business day | Business Hours |
| Low | General questions, feature requests, minor cosmetic issues, or documentation inquiries | 2 business days | Business Hours |
Support Channels
Email Support (All Severities)
support@dimora.ai
All priorities — monitored 24/7 for Critical & High
SLA Escalation
legal@dimora.ai
If response SLA is breached — escalate here
In-App Chat
Direct messaging from your Dashboard
Business Hours (Mon-Fri, 9am-5pm PT)
Status Page
status.dimora.ai
Real-time system status, 24/7
Response vs. Resolution
Response times indicate when we will first contact you — not when the issue will be resolved. Resolution times vary by complexity. For Critical issues, we commit to hourly status updates until resolution.
Slack Support (Enterprise — Planned)
Dedicated Slack channel support is planned for Enterprise tier customers. When available, Slack will provide real-time communication for Critical and High severity issues alongside existing email channels.
Maintenance Windows
Dimora AI performs regular maintenance to ensure optimal performance, security, and reliability. We distinguish between scheduled and emergency maintenance.
Scheduled Maintenance
Advance Notice
We provide at least 48 hours advance notice for any scheduled maintenance that may cause service interruption or degradation.
Maintenance Window
Scheduled maintenance is typically performed on Sundays between 2:00 AM - 6:00 AM Pacific Time, when usage is lowest.
SLA Exemption
Scheduled maintenance windows are excluded from uptime calculations, provided proper notice was given.
Emergency Maintenance
Critical Security or Stability Issues
In rare cases, we may need to perform emergency maintenance with less than 48 hours notice to address:
- •Critical security vulnerabilities
- •System instability affecting service reliability
- •Third-party infrastructure issues requiring immediate action
Emergency maintenance windows are counted toward uptime calculations in full. If emergency maintenance causes downtime that results in a monthly uptime shortfall, standard service credits apply.
Maintenance Notification Channels
Scheduled Maintenance (48-hour minimum advance notice)
- Email: Sent to Customer billing contact and all account administrators at least 48 hours before the maintenance window
- In-Dashboard Banner: Notification banner displayed in the Dashboard starting 48 hours prior, persisting through the maintenance window
- Status Page: Maintenance window posted at status.dimora.ai with impact details and expected duration
Emergency Maintenance (No advance notice required)
For Emergency Maintenance, Dimora AI will use best efforts to notify Customer via the billing contact email and in-dashboard banner on the same day the maintenance begins. Advance notice cannot be guaranteed for security-critical patches. Emergency Maintenance minutes count toward monthly Downtime calculations.
Service Credits
If we fail to meet our SLA commitments, you are eligible for service credits. Credits are applied as a percentage of your monthly subscription fee for the affected module.
Credit Calculation
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.9% or higher | No credit (SLA met) |
| 99.0% - 99.8% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| 90.0% - 94.9% | 50% of monthly fee |
| Below 90% | 100% of monthly fee |
How to Request Service Credits
Credits are not issued automatically. You must submit a written request within 30 days. Credits are applied only after review and approval by Dimora AI.
Submit a Written Request
Email admin@dimora.ai within 30 days of the end of the month in which the SLA was not met.
Include Required Information
Provide dates, times, and affected modules. Dimora AI may request additional details to verify the claim against our monitoring records.
Review & Decision
Dimora AI will review the request and notify you of the decision within 10 business days. If approved, credits are applied to your next invoice.
Credit Limitations
- •Maximum Credits: Credits cannot exceed 100% of your monthly subscription fee for the affected module
- •Non-Transferable: Credits cannot be transferred between accounts or redeemed for cash
- •Sole Remedy: Service credits are your sole and exclusive remedy for SLA breaches
- •Account Status: Your account must be in good standing (no outstanding payments) to receive credits
Credit Calculation Examples
The following worked examples illustrate how Service Credits are calculated. All examples assume a 30-day month (43,200 total minutes) and a hypothetical monthly fee of $1,000 for the affected module.
99.5% Uptime — 10% Credit
Actual uptime: 99.5%
Total minutes in month: 43,200
Downtime minutes: 43,200 × (1 − 0.995) = 216 minutes
Uptime range: 99.0%–99.8% → 10% credit tier
Credit amount: $1,000 × 10% = $100 applied to next invoice
216 minutes (3 hours 36 minutes) of downtime in a month crosses the 99.9% threshold but remains within the 10% credit tier.
98.0% Uptime — 25% Credit
Actual uptime: 98.0%
Total minutes in month: 43,200
Downtime minutes: 43,200 × (1 − 0.980) = 864 minutes
Uptime range: 95.0%–98.9% → 25% credit tier
Credit amount: $1,000 × 25% = $250 applied to next invoice
864 minutes (14 hours 24 minutes) of downtime falls within the 25% credit tier — a significant outage qualifying for a quarter-month credit.
97.0% Uptime — 50% Credit
Actual uptime: 97.0%
Total minutes in month: 43,200
Downtime minutes: 43,200 × (1 − 0.970) = 1,296 minutes
Uptime range: 90.0%–94.9% → 50% credit tier
Credit amount: $1,000 × 50% = $500 applied to next invoice
1,296 minutes (21 hours 36 minutes) of downtime qualifies for a 50% credit — Dimora AI's most severe single-tier penalty before the 100% threshold.
Note on Partial Outages
When a module is degraded but not fully down (e.g., Voice AI answering calls with materially increased latency), Dimora AI counts the affected period as 50% Downtime for credit calculation purposes. This applies only to documented, Customer-Affecting Incidents, not routine performance variation.
Remedy Limitations
Service Credits are the sole and exclusive remedy available to Customer for any failure by Dimora AI to meet the uptime commitments set forth in this SLA. The following limitations apply.
Exclusive Remedy
Service Credits are Customer's sole and exclusive remedy for SLA breaches. Nothing in this SLA limits Dimora AI's liability under other provisions of the Terms of Service (e.g., indemnification, data breach obligations), but no additional monetary remedy accrues solely from an uptime shortfall.
Monthly Cap
The maximum Service Credit awarded in any calendar month shall not exceed 100% of Customer's monthly subscription fee for the affected module, regardless of how many qualifying incidents occurred during that month.
No Cash Redemption
Service Credits are applied as a credit on Customer's next invoice and are not redeemable for cash, transferable to another account, or applicable to future contract terms beyond the next billing cycle.
Credit Expiration
Service Credits not applied within 12 months of being approved expire and have no further value. Credits are applied automatically to the next invoice following approval; no separate redemption step is required.
Exclusions from Credit Eligibility
Service Credits do not apply to:
- •Beta Features or functionality explicitly labeled as preview or experimental
- •Accounts in free trial periods
- •Accounts with overdue invoices at the time of the incident or credit request
- •Downtime attributable to Customer's own actions, misuse, or API abuse
- •Incidents caused by External Platform Dependencies or Force Majeure events
SLA Exclusions & Force Majeure
This SLA does not apply to service unavailability or performance issues caused by factors outside Dimora AI's reasonable control, including:
External Platform Dependencies
Downtime or degradation caused by external platform dependencies outside Dimora AI's control — including property management systems, guest communication platforms (e.g., Airbnb, VRBO), AI model providers, cloud infrastructure providers, telephony carriers, or payment processors. The current list of external dependencies is published at dimora.ai/sub-processors.
Internet Connectivity
Issues with your internet connection, ISP, network configuration, firewall rules, or other connectivity problems outside our infrastructure.
Customer Actions
Service unavailability resulting from your actions, including but not limited to: incorrect configuration, API misuse, exceeding rate limits, or unauthorized modifications.
Force Majeure
Events beyond our reasonable control, including but not limited to: acts of God, natural disasters, pandemics, epidemics, wars, terrorism, labor strikes, government actions or sanctions, cyberattacks (including DDoS attacks, ransomware, and supply chain compromises), LLM provider outages (including OpenAI, Anthropic, xAI, OpenRouter, and Google Gemini), and telecom infrastructure failures. As further described in the Force Majeure clause of our Terms of Service.
Scheduled Maintenance
Properly announced scheduled maintenance with at least 48 hours advance notice (as described in Section 5).
Beta Features
Features explicitly labeled as beta, preview, or experimental are not covered by this SLA.
Free Trial Accounts
This SLA applies only to paid subscription accounts. Free trial accounts are provided on an 'as-is' basis without SLA commitments.
Third-Party Integrations
Functionality dependent on third-party integrations (webhooks, APIs) that are outside Dimora AI's direct control.
Shared Responsibility
While we commit to 99.9% uptime for our platform, the overall reliability of your guest communication depends on the entire ecosystem. We recommend monitoring the status pages of your PMS provider and communication platforms for comprehensive visibility.
Customer Obligations
To ensure accurate uptime measurement and SLA credit eligibility, Customer agrees to the following obligations. Failure to fulfill these obligations may affect credit eligibility or Dimora AI's ability to investigate an incident.
Timely Incident Reporting
Customer must report any suspected Downtime or Service degradation to Dimora AI at support@dimora.ai as soon as reasonably practicable. Service Credit requests must be submitted within 30 days of the end of the calendar month in which the alleged SLA breach occurred. Requests submitted outside this window will not be eligible for credit.
Reasonable Cooperation
Customer must provide reasonable assistance and cooperation to help Dimora AI investigate reported incidents, including: sharing relevant logs, error messages, screenshots, and approximate timestamps; identifying affected properties or users; and responding to follow-up questions within a reasonable time. Dimora AI cannot guarantee credit determinations for incidents where Customer is unresponsive during investigation.
Compliance with API and Usage Limits
Customer must not contribute to Downtime through excessive API load, bulk data imports, automated scripts that generate abnormal traffic volumes, or actions that violate Dimora AI's Acceptable Use Policy or documented API rate limits. Downtime caused or materially exacerbated by Customer's non-compliance with these limits is excluded from SLA calculations and not eligible for Service Credits.
Account in Good Standing
Customer's account must be in good standing — meaning no overdue invoices — at the time the incident occurs and at the time of the credit request. Dimora AI reserves the right to withhold Service Credits where the account has outstanding balances.
Monitoring & Reporting
Dimora AI provides transparent, real-time visibility into system status and performance. We believe in proactive communication and data-driven accountability.
Public Status Page
Our public status page at status.dimora.ai provides:
Real-Time Status
Current operational status of all modules (Voice AI, Inbox AI, Revenue Engine, Dashboard)
Incident History
Past 90 days of incidents with root cause analysis and resolution timeline
Scheduled Maintenance
Upcoming maintenance windows with impact details
Performance Metrics
Response times, uptime percentages, and key performance indicators
Subscribe to Updates
Email, SMS, or webhook notifications for status changes
Historical Uptime
Monthly uptime reports dating back to service launch
In-Dashboard Monitoring
Your Dimora AI Dashboard includes a dedicated System Health page showing:
- Module Status: Real-time operational status for each module
- Performance Metrics: Response times, processing times, and success rates for your account
- Integration Health: Status of PMS connections, communication channels, and third-party services
- Incident Notifications: Alerts for issues affecting your account
Monthly Uptime Reports
On the 1st of each calendar month, Dimora AI emails a PDF uptime report to Customer's billing contact covering the prior month. The report includes:
- •Total monthly Uptime percentage for each module
- •Chronological list of all Customer-Affecting Incidents with start time, end time, and total Downtime minutes
- •Root cause summary for each incident (where available)
- •Service Credit eligibility determination (if applicable)
Monthly reports are also available on demand within the customer Dashboard under Account › Uptime Reports.
Transparency Commitment
We believe in radical transparency. All incidents, maintenance windows, and performance data are publicly available. We never hide or obscure service issues.
Contact for SLA Issues
If you experience service issues or believe we have failed to meet our SLA commitments, contact us immediately via the appropriate channel below.
General Support & Service Credit Requests
support@dimora.aiFor all support requests across all severity levels. Monitored 24/7 — Critical and High severity issues receive priority routing.
SLA Escalation (if response SLA is breached)
legal@dimora.aiIf Dimora AI fails to respond within the committed response time for your severity level, escalate directly to this address. Include your original ticket details and the time elapsed since first contact.
Status Page (Real-Time)
status.dimora.aiCheck real-time system status before submitting a support ticket. Subscribe to receive email or webhook notifications for future incidents.
Escalation Path
Support Team — support@dimora.ai
First point of contact for all issues. Covers Critical through Low severity. Monitored 24/7.
Engineering Team (internal escalation)
Support escalates internally to Engineering for complex technical issues requiring deep investigation. Customer does not contact Engineering directly.
SLA Escalation — legal@dimora.ai
If our response SLA has been breached, email legal@dimora.ai directly. We treat SLA escalations as Critical priority regardless of original severity.
Executive Team
For unresolved critical escalations or enterprise accounts requiring executive engagement. Coordinate via legal@dimora.ai.
Effective Date & Revisions
This SLA is effective as of April 20, 2026 and applies to all active paid subscriptions.
Changes to This SLA
Dimora AI reserves the right to modify this SLA from time to time. When we make material changes to our SLA commitments, we will:
- Update the "Last Updated" date at the top of this page
- Email all account administrators at least 30 days before the changes take effect
- Post a notice on our website and status page
- Display an in-app banner in the Dashboard
Material Changes
Material changes include: reducing uptime targets, increasing response times, modifying service credit calculations, or adding significant exclusions. Non-material changes (clarifications, formatting) do not require advance notice.
Version History
| Version | Date | Changes |
|---|---|---|
| 1.0 | February 8, 2026 | Initial version |
| 1.1 | April 2, 2026 | Entity name update; credit request process clarified (not automatic); emergency maintenance counted in full against uptime; external platform dependency exclusion generalized |
| 1.2 | April 20, 2026 | Expanded Defined Terms (9 terms); expanded Support Tier definitions with severity criteria and contact channels; Slack support noted for Enterprise (planned); SLA Escalation address added (legal@dimora.ai); Monthly Uptime PDF report cadence (1st of month) formalized; Maintenance Notification Channels section added; Force Majeure exclusions expanded (pandemics, cyber attacks, LLM provider outages); Credit Calculation Examples added (3 worked examples); Remedy Limitations section added (exclusive remedy, 100% cap, no cash redemption, 12-month expiry, exclusions list); Customer Obligations section added (30-day reporting window, cooperation, API compliance, good standing); Table of Contents updated to 13 sections |