Last updated: August 18, 2026
This Service Level Agreement ("SLA") describes the availability and support commitments Fenix.ai LLC ("Fenix") makes for the Fenix platform and the Fenix MCP connector (the "Services"), and supplements the Terms of Service.
Fenix targets 99.9% monthly uptime for the Services, measured per calendar month and excluding scheduled maintenance. The Services run on highly-available managed infrastructure (Vercel, MongoDB Atlas, and AWS) with automatic failover at each layer.
Deployments are zero-downtime in the normal course. Where maintenance requiring interruption is unavoidable, Fenix will give Customers at least 48 hours' notice and schedule it outside North American business hours.
For a Service-wide outage or a security incident, response begins within one hour of Fenix becoming aware and continues until resolution. For incidents affecting Customer data, Fenix gives preliminary notice within 48 hours of awareness (24 hours where the Customer's agreement requires it) and detailed findings within 72 hours. Suspected incidents can be reported to contact@fenix.ai at any time.
Support is available at contact@fenix.ai. Fenix responds to support requests within one business day, and to reports of a Service-wide outage or suspected security incident within four hours during North American business hours.
Customer data is stored redundantly with automated database snapshots on a six-hour cycle (a six-hour recovery point objective). Recovery time objectives are 24 hours for a full-platform disaster and 4 hours for a single-tenant issue, and restores are tested as part of normal operations.
This SLA does not cover unavailability caused by factors outside Fenix's reasonable control, including failures of third-party services or networks not managed by Fenix, the Customer's own systems or identity provider, or suspension required by law or by the Terms of Service.
Fenix.ai LLC — contact@fenix.ai
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