Service Level Agreement
Our commitment to service reliability, uptime, and support excellence
Effective Date: February 8, 2026 | Last Updated: February 8, 2026
Table of Contents
Introduction
This Service Level Agreement ("SLA") defines the level of service Dimora AI, Inc. ("Dimora AI," "we," "us") commits to providing to our customers ("Client," "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.
Definitions
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.
Downtime
Period when any core module (Voice AI, Inbox AI, Revenue Engine, Dashboard) is unavailable to all users due to Dimora AI infrastructure failure.
Service Credit
Credit applied to future invoices, calculated as a percentage of the monthly subscription fee for the affected module.
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: Draft 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 ticket to when our team first responds (not resolution time).
| Priority | Definition | Response Time | Support Hours |
|---|---|---|---|
| Critical | Service is down or unavailable for all users | 1 hour | 24/7 |
| High | Degraded service impacting multiple properties or key features | 4 hours | 24/7 |
| Medium | Feature issue affecting single property or non-critical functionality | 1 business day | Mon-Fri 9am-6pm PT |
| Low | General questions, feature requests, or minor issues | 2 business days | Mon-Fri 9am-6pm PT |
Support Channels
Email Support
admin@dimora.ai
All priorities
Phone Support
Available for Critical & High priority issues
24/7 for emergencies
In-App Chat
Direct messaging from Dashboard
Mon-Fri 9am-6pm PT
Status Page
status.dimora.ai
Real-time system status
Response vs. Resolution
Response times indicate when we'll first contact you. Resolution times vary by issue complexity. For Critical issues, we commit to providing hourly updates until resolution.
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 unless downtime exceeds 1 hour, in which case we'll provide service credits.
Notification Methods
- Email: Sent to all account administrators
- In-App Banner: Displayed in Dashboard 24 hours before maintenance
- Status Page: Posted at status.dimora.ai
- SMS (optional): Available for Critical maintenance notifications
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
Submit a 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. Our team may request additional details to verify the claim.
Credit Applied
If approved, credits will be applied to your next invoice within 10 business days.
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
SLA Exclusions
This SLA does not apply to service unavailability or performance issues caused by factors outside Dimora AI's reasonable control, including:
Third-Party Service Outages
Downtime or degradation caused by third-party services including property management systems (Guesty, Hospitable, Hostaway), communication platforms (Airbnb, VRBO), cloud infrastructure providers, or payment 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 control such as natural disasters, pandemics, wars, terrorism, labor strikes, or government actions.
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.
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
At the end of each month, we automatically email all account administrators a detailed uptime report including:
- •Monthly uptime percentage for each module
- •Total downtime minutes and root cause summary
- •Performance metrics (response times, processing speeds)
- •Service credit eligibility (if applicable)
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've failed to meet our SLA commitments, please contact us immediately.
Service Credit Requests
admin@dimora.aiFor submitting service credit requests and SLA-related inquiries
Critical Issues (Service Down)
admin@dimora.ai24/7 emergency support for critical outages or degradation
Escalation Path
Support Team
First point of contact for all issues
Engineering Team
For complex technical issues requiring deep investigation
Customer Success Manager
For unresolved issues or service quality concerns
Executive Team
For enterprise accounts or critical escalations
Effective Date & Revisions
This SLA is effective as of February 8, 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 |