SERVICE LEVEL AGREEMENT

Let’s Gen® AI

Let’s Gen Srl
Piazzale Susa 11, 20133 Milan, Italy
Email: hello@letsgen.ai

Last updated: 04-05-2026

1. Scope

This Service Level Agreement (“SLA”) defines the service levels provided by Let’s Gen Srl for the Let’s Gen® AI SaaS platform.

This SLA applies to paid plans unless otherwise agreed for enterprise customers.

2. Service Availability

The Company aims to provide:

99% monthly uptime

2.1 Exclusions

Uptime does not include:

• scheduled maintenance
• infrastructure updates
• force majeure events
• user-side network issues
• improper use of the service

2.2 Third-Party Dependencies

The Platform depends on third-party services, including:

• AI Providers
• Stripe (payments)
• cloud infrastructure

The Company:

• does not guarantee availability of such services
• is not liable for third-party disruptions

3. Architecture and Resilience

The Platform implements:

• multi-tenant architecture
• logical data isolation
• asynchronous processing
• automatic retries (up to 3 attempts)
• idempotency mechanisms
• language-level error isolation
• soft delete recovery
• full activity logging

4. Performance

Performance may vary depending on:

• selected AI Provider
• request complexity
• subscription plan
• system load

The Company does not guarantee fixed response times.

5. Support

5.1 Standard Support

• available to all users
• response within 12–24 business hours

5.2 Priority Support

(for higher-tier plans)

• faster response times
• priority handling

6. Ticketing System

The Platform includes:

• ticket tracking
• interaction history
• priority management

7. Maintenance

The Company may perform:

• security updates
• infrastructure upgrades
• feature improvements

Advance notice will be provided when possible.

8. Incident Response

In case of incidents:

• internal procedures are activated
• technical investigation is performed
• containment measures are applied
• users may be notified where necessary

9. SLA Limitations

This SLA does not cover:

• AI Provider outages
• Stripe failures
• AI-generated errors
• improper use
• incorrect API configuration

10. Changes

The SLA may be updated due to:

• technical evolution
• regulatory changes