Trust
Trust at Infino
This page is maintained by Infino AI, Inc. to answer common questions about availability, support, and security. It is not a certification and does not modify any signed agreement — where an Order Form, MSA, or Data Processing Agreement differs, those documents control.
1. Service Level Agreement
This Service Level Agreement describes Infino's service level commitment in connection with Customer's use of the Services. Capitalized terms used but not defined here have the meanings given to them in the applicable Master Services Agreement ("MSA").
1.1 Uptime Guarantee
During the Service Period of Customer's Order Form, the Services will have a 99% monthly Uptime percentage (“Guaranteed Uptime”). Guaranteed Uptime is determined on a calendar-month basis. If Guaranteed Uptime is not met during any given month, Customer will be eligible to receive the Fee Credits described below against future Fees.
1.2 Customer Must Request Fee Credits
To receive Fee Credits, Customer must notify Infino at tech@infino.ai within thirty (30) days after the end of the calendar month in which Infino did not meet Guaranteed Uptime. The notice should include all information reasonably necessary for Infino to validate Customer's claim. Failure to comply with the foregoing requirements will forfeit Customer's right to receive a Fee Credit. Where a valid claim is made, Infino will apply the applicable Fee Credits to Customer's next invoice.
1.3 Exclusive Remedies
Fee Credits are Customer's sole and exclusive remedy for any failure by Infino to meet Guaranteed Uptime.
1.4 Definitions
“Downtime” means the total minutes in a given month in which Customer's Infino instance is unavailable. Downtime does not include any unavailability resulting from or caused by (a) Scheduled Maintenance; (b) any use of the Services by Customer not in accordance with the documentation or the MSA; or (c) any conditions beyond Infino's reasonable control, including but not limited to the unavailability of third-party products or services, internet outages, outages in connection with Customer's network, or any third-party cloud hosting provider downtime or scheduled maintenance.
“Fee Credit” means the following:
| Uptime Percentage | Fee Credit |
|---|---|
| 99.0% – 100% | 0% of Fees attributable to such month |
| 95.0% – 98.99% | 10% of Fees attributable to such month |
| < 95.0% | 20% of Fees attributable to such month |
“Scheduled Maintenance” means total minutes of planned maintenance in the month. Scheduled Maintenance windows are published on our status page.
“Uptime” means the number of minutes in a given month that Customer's Infino instance is accessible and not suffering from Downtime, calculated as:
Uptime % = ((Total Minutes − Downtime) ÷ Total Minutes) × 100
Scope. The SLA in this section applies to paid production tenants under an Enterprise agreement. Free, self-serve, trial, and beta features are provided on a best-effort basis and are not covered by this SLA.
2. Support Policy
Infino provides technical support to Customers in accordance with the severity levels and target response times below. Support hours, channels, and premium options may be further defined in the applicable Order Form.
2.1 Severity Definitions
- P1 — Critical. Production system is down or unusable; data loss, corruption, or a suspected security incident. No workaround.
- P2 — High. Major functionality is broken or severely degraded and no reasonable workaround exists.
- P3 — Normal. Minor functionality is broken or degraded; a reasonable workaround exists.
- P4 — Low. Questions, documentation issues, cosmetic issues, or feature requests.
2.2 Target Initial Response
| Severity | Standard | Enterprise |
|---|---|---|
| P1 | 8 business hours | 1 hour, 24×7 |
| P2 | 1 business day | 4 business hours |
| P3 | 2 business days | 1 business day |
| P4 | 5 business days | 3 business days |
2.3 Channels and Hours
- Email — tech@infino.ai for all tiers.
- Shared Slack or Microsoft Teams channel for Enterprise customers.
- On-call engineer paging for P1 incidents outside business hours (Enterprise).
- Standard business hours apply Monday through Friday, excluding US public holidays. Specific hours may vary by support tier and are set out in the applicable Order Form.
2.4 Filing and Escalation
File a ticket by emailing the address above with severity, tenant identifier, and reproduction steps. Escalate by replying to the ticket with “ESCALATE” in the subject line, or by paging the on-call engineer through the channel provided in your Order Form.
3. Shared Responsibility
Security and operational responsibility for the Service is shared between Infino and Customer. The table below summarizes that split. It is a summary, not a substitute for the MSA or DPA.
| Infino operates | Customer operates |
|---|---|
| Platform availability & scaling | Identity provider and SSO configuration |
| OS patching, container hardening, dependency updates | User provisioning, deprovisioning, and role assignment |
| Encryption in transit (TLS 1.2+) and at rest | API key rotation and secret hygiene |
| Access logging and audit trail exposure | IAM on Customer's object storage (S3, GCS, Azure Blob) |
| Incident detection and response for the platform | Backup and retention of Customer's source data |
| SOC 2 controls for the Infino service | Data classification and lawful basis for processing |
3.1 Explicit Non-Commitments
- Infino does not back up Customer's source object storage; Infino queries data in place.
- Infino does not manage Customer's identity provider or user directory.
- Infino does not guarantee the availability of third-party clouds, networks, or software on which the Customer relies.
4. Data Handling
Infino processes Customer data as a processor on Customer's behalf, solely to provide the Service. Personal data handling is described in our Privacy Policy. A Data Processing Agreement (DPA) incorporating the EU Standard Contractual Clauses is available on request from admin@infino.ai.
5. Subprocessors
Infino uses AWS (Amazon Web Services) as our primary infrastructure and hosting subprocessor. Details of the AWS region(s) used for a specific deployment are available on request from admin@infino.ai. We will use commercially reasonable efforts to notify customers of material changes to our subprocessors.
6. Incident & Vulnerability Reporting
Report suspected security incidents or vulnerabilities to admin@infino.ai. Infino targets an initial acknowledgement within a reasonable timeframe and works in good faith with reporters under a coordinated-disclosure model: we ask that you give us a reasonable window to remediate before public disclosure, and we will credit you where you wish to be credited. Testing that degrades the Service, exfiltrates Customer data, or targets other customers is out of scope.
7. Compliance
- SOC 2 — Infino follows industry-standard security practices aligned with SOC 2 principles. Formal reports and questionnaire responses are available under NDA on request from admin@infino.ai.
- GDPR / CCPA — Infino processes personal data in accordance with applicable data protection laws. See Privacy Policy.
- Deployment options — cloud, customer VPC, and air-gapped deployments are available for regulatory or residency requirements; ask sales for details.
Infino does not display logos for certifications it does not hold. Where a specific framework is required for procurement, contact us and we will share current status in writing.
8. Contacts
- Support — tech@infino.ai
- Security & vulnerability reports — admin@infino.ai
- SLA credit claims — tech@infino.ai
- Legal, DPA, subprocessors — admin@infino.ai
Last updated: July 6, 2026. For questions about this page, contact admin@infino.ai.