Service Level Agreement (Enterprise)

Effective date: July 10, 2026

This Service Level Agreement ("SLA") applies only to customers with an active Enterprise subscription ($299/month or as set out in an Enterprise order form) to the LeonAI Links service operated by LeonAI LTD ("LeonAI"). It is incorporated into the Enterprise customer's agreement with LeonAI. Free, Pro, and Business tiers are operated to a 99.9% uptime target but carry no contractual uptime commitment or credits.

1. Definitions

• "Covered Services" means (a) the Redirect Service — resolution of short links on the shared short-link domain (currently short.leonai.io) and on Customer's verified custom domains, including QR-code scans that resolve through those links; and (b) the API & Dashboard — the REST API at api.short.leonai.io and the dashboard at links.leonai.io.
• "Downtime" means a one-minute interval in which the applicable Covered Service is unavailable or returns server errors for more than 5% of well-formed requests, as measured under Section 4. Intervals excluded under Section 6 are not Downtime.
• "Monthly Uptime Percentage" ("MUP") means: (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the calendar month × 100.
• "Service Credit" means a credit, calculated under Section 5, applied against future invoices.
• "Monthly Fee" means the Enterprise subscription fee attributable to the affected calendar month (for annual prepayment, 1/12 of the annual fee).

2. Service Commitments

The Redirect Service is measured and credited separately from the API & Dashboard because uninterrupted redirect availability is the core function of the Service: an unavailable dashboard is an inconvenience, but an unavailable redirect breaks the Customer's published links in market.

3. Performance Degradation

Severely degraded performance counts as Downtime: a one-minute interval in which the median redirect latency measured by our external probes exceeds 10× the published p95 target (i.e., exceeds 500 ms against the <50 ms p95 target) is treated as a Downtime minute for the Redirect Service, provided the degradation originates within LeonAI's infrastructure.

4. Measurement

MUP is determined from a combination of: (a) LeonAI's internal monitoring (Cloudflare Workers request logs and zone analytics); and (b) external synthetic probes issued at one-minute intervals from at least three geographically separate regions, resolving a reference short link on the shared short-link domain and, where configured, on the Customer's custom domain. If internal and external measurements conflict, the external probes control. Current availability and incident history are published at our public status page once it is live (in preparation at the date of this SLA); until then Enterprise customers may request the same figures at care@leonai.io, and the measurement obligations in this Section apply regardless of whether the page is published. Enterprise customers may request a monthly uptime report at care@leonai.io.

5. Service Credits

5.1 Redirect Service

5.2 API & Dashboard

5.3 Claim process and limits

To receive a credit, the Customer must email care@leonai.io with the subject "SLA Credit Request" within 30 days after the end of the calendar month in which the Downtime occurred, including the dates and times of the claimed Downtime and any supporting logs. LeonAI will validate claims against its measurements and respond within 15 business days.

• Credits are applied against future invoices and have no cash value, except that on termination of the agreement any accrued unused credits for the final months of service will be refunded.
• Credits for the Redirect Service and the API & Dashboard are calculated independently, but the aggregate credit for any calendar month is capped at 100% of the Monthly Fee.
• Except for the chronic-failure termination right in Section 7, Service Credits are the Customer's sole and exclusive remedy for any failure to meet the commitments in this SLA.

6. Exclusions

Downtime does not include, and no credits accrue for, unavailability or degradation caused by:

1. Scheduled maintenance announced at least 72 hours in advance, performed during off-peak windows (Section 8), and not exceeding 4 hours per calendar month in aggregate.
2. Emergency maintenance reasonably necessary to address a security vulnerability or imminent threat, with notice as soon as practicable.
3. Customer-caused issues, including DNS misconfiguration of custom domains, expired customer domain registrations, customer-managed TLS certificates, revoked verification records, or Customer's own network or software.
4. Suspension or deactivation of links or accounts pursuant to the Acceptable Use Policy, the Terms of Service, or non-payment.
5. Force majeure events, failures of the public internet backbone or of the Customer's or End Users' ISPs, and regional cloud-provider outages beyond LeonAI's reasonable control.
6. DDoS or other attacks that exceed the commercially reasonable protections LeonAI maintains (Cloudflare DDoS protection, WAF, and CDN-level mitigation), provided LeonAI acts diligently to mitigate.
7. Beta, preview, or trial features, which are excluded from the Covered Services.
8. Unavailability of Destination URLs or other third-party content: this SLA covers the redirect itself, not the site being redirected to.

7. Chronic Failure Termination Right

If the Redirect Service MUP falls below 99.0% in three consecutive calendar months, the Customer may terminate the Enterprise agreement on 30 days' written notice given within 30 days after the third such month, and LeonAI will refund all prepaid fees for the unused portion of the term pro rata. This right is in addition to accrued Service Credits.

8. Maintenance Windows

Scheduled maintenance is performed, wherever possible, on Saturdays or Sundays between 02:00 and 06:00 US Central Time, announced via the status page and email at least 72 hours in advance. Redirect-path maintenance is designed to be zero-downtime (blue-green deployment); maintenance requiring redirect interruption is exceptional.

9. Enterprise Support Response Times

P1/P2 incidents should be reported by email to care@leonai.io with subject "P1" or "P2", or through any dedicated support channel named in the Enterprise order form. Response times are targets for first meaningful response, not resolution guarantees.

10. Changes to this SLA

LeonAI will not reduce the commitments in this SLA during a Customer's then-current paid term. Improvements may be made at any time. Any modification for a renewal term will be communicated at least 30 days before renewal.

11. Order of Precedence

If an Enterprise order form or master services agreement states different service levels, that document controls. Otherwise, this SLA prevails over the Terms of Service with respect to availability commitments and remedies.

Questions about this SLA: care@leonai.io, or write to LeonAI LTD, Avraham Pachornik 17, Ness Ziona, Israel.