Service Level Agreement (SLA)
Last Updated: July 4, 2026 · [email protected]
This Service Level Agreement (“SLA”) is a policy governing the use of the 9rank.ai services (“Service”) under the terms of the Terms of Service (the “Agreement”). This SLA applies separately to each product and each account using the Service.
1. Service Commitment
We will use commercially reasonable efforts to make our platform available with the following Monthly Uptime Percentages:
| Product | Uptime Commitment |
|---|---|
| 9Rank SEO (web app, APIs) | 99.5% |
| RAG9 (indexing, MCP gateway, REST API) | 99.5% |
| Kernel9 (chat widget, ticket system, agent dashboard) | 99.9% |
Kernel9 carries a higher uptime commitment because it serves as a real-time customer-facing communication channel where downtime directly impacts your end-users.
2. Definitions
- “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the applicable product was in a state of “Unavailability.”
- “Unavailability” means that the core functionalities of the applicable product are not accessible. For each product:
- 9Rank SEO: User login, initiating new audits, viewing past reports, running tools.
- RAG9: Knowledge base queries, MCP/REST API responses, indexing pipeline.
- Kernel9: Chat widget loading, message delivery, agent dashboard access, ticket routing.
- “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.
3. Eligible Plans
Service Credits are available on the following paid plans:
| Product | Eligible Plans |
|---|---|
| 9Rank SEO | Growth, Scale, Agency, Enterprise |
| RAG9 | Spark, Scale, Enterprise |
| Kernel9 | Growth, Scale, Enterprise |
Starter and Free plans are not eligible for Service Credits but are still covered by our uptime commitment. Enterprise plans with a signed Order Form may have custom SLA terms that supersede this policy.
4. Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for the affected product in the billing cycle in which the Unavailability occurred:
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.0% to below commitment | 10% |
| 95.0% to 98.99% | 25% |
| Below 95.0% | 50% |
Service Credits are capped at 50% of your monthly subscription fee for the affected product. Credits are applied to future invoices and are not redeemable for cash.
To apply for a Service Credit, you must submit a request via [email protected] within 30 days of the month in which the Unavailability occurred. Include the affected product, dates and times of Unavailability, and any supporting evidence.
5. Support Response Times
We are committed to providing timely support based on issue severity and your subscription plan:
9Rank SEO & RAG9
| Severity | Description | Scale / Enterprise | Growth / Spark | Starter |
|---|---|---|---|---|
| Urgent | Platform outage, critical feature failure | 2 hours | 4 hours | 8 hours |
| High | Major feature impairment | 4 hours | 8 hours | 12 hours |
| Normal | General questions, minor issues | 12 hours | 24 hours | 48 hours |
Kernel9 (Customer Support Platform)
| Severity | Description | Scale / Enterprise | Growth | Starter |
|---|---|---|---|---|
| Urgent | Chat widget down, message delivery failure | 1 hour | 2 hours | 4 hours |
| High | Agent dashboard issues, routing failures | 2 hours | 4 hours | 8 hours |
| Normal | Configuration, setup, minor bugs | 8 hours | 12 hours | 24 hours |
“Hours” refer to business hours: 9:00 AM to 6:00 PM (PST), Monday through Friday, excluding U.S. federal holidays. Enterprise plans with a dedicated CSM may have 24/7 support as specified in their Order Form.
6. Scheduled Maintenance
Scheduled maintenance windows are excluded from Unavailability calculations. We commit to:
- Providing at least 48 hours advance notice for standard maintenance.
- Scheduling maintenance during low-traffic windows (typically 2:00 AM – 6:00 AM PST, Sundays).
- Limiting scheduled maintenance to no more than 4 hours per month per product.
- Emergency maintenance (security patches, critical fixes) may be performed with shorter notice but will be communicated as soon as practicable.
7. Exclusions
This SLA does not apply to any Unavailability, suspension, or termination of the Service, or any other performance issues:
- Caused by factors outside of our reasonable control, including force majeure events, Internet access issues, or DNS failures beyond our hosting infrastructure.
- That result from any actions or inactions by you or any third party.
- That result from your equipment, software, or network connectivity.
- That arise from our suspension or termination of your account in accordance with the Agreement.
- Resulting from scheduled maintenance (as described in Section 6).
- Related to third-party AI model provider outages (OpenAI, Anthropic, Google) that are beyond our control, though we will use best efforts to route to alternative models where possible.
- Related to third-party platform APIs (Google Search Console, Shopify, WooCommerce, etc.) being unavailable.
8. Status Page
Real-time and historical service status is available at 9rank.ai/status. We publish incident reports for any Unavailability exceeding 15 minutes.
9. Contact
For SLA claims, uptime inquiries, or enterprise SLA negotiations:
[email protected]
Enterprise: [email protected]