Service Level Agreement
We are committed to delivering reliable software, licensing services, and customer support. This Service Level Agreement outlines our service commitments, support standards, maintenance practices, and the responsibilities shared between Forex Royal AI and our customers.
1. Introduction
This Service Level Agreement (“SLA”) describes the service standards, support commitments, and operational expectations for products and services provided by Forex Royal AI (“Forex Royal AI,” “we,” “our,” or “us”).
This SLA applies to customers with an active license or subscription, unless a separate written agreement states otherwise.
The purpose of this document is to clearly communicate the level of service customers can reasonably expect while recognizing that certain factors—including financial markets, internet infrastructure, and third-party platforms—are beyond our direct control.
This SLA should be read together with our Terms of Service, Privacy Policy, Disclaimer, and License Agreement.
2. Scope of Services
This SLA applies to services including:
Software license management
License activation and validation
Product downloads
Customer account access
Technical support
Software updates
Documentation
Knowledge base resources
Website-based customer services
This SLA does not apply to:
Forex market performance
Trading results
Broker execution
Third-party VPS providers
Internet service providers
MetaTrader platform availability
Payment processor availability
External software or hardware outside our control
3. Service Availability
Forex Royal AI is designed to provide reliable access to licensing services, customer accounts, and digital resources.
Our objective is to maintain:
Target Service Availability: 99.5% monthly uptime
This target applies to systems that are directly operated by Forex Royal AI, including:
License validation services
Customer dashboard
Account authentication
Software download services
Official website
Scheduled maintenance, emergency maintenance, force majeure events, and third-party outages are excluded from uptime calculations.
This availability target represents our operational goal and is not a contractual guarantee.
4. Scheduled Maintenance
To maintain security, stability, and performance, we periodically perform scheduled maintenance.
Whenever reasonably possible:
Maintenance will be planned during periods of lower activity.
Advance notice will be provided when practical.
Maintenance windows will be kept as short as reasonably possible.
During maintenance, certain services may be temporarily unavailable or operate with reduced functionality.
5. Emergency Maintenance
Occasionally immediate maintenance may be necessary to address:
Security vulnerabilities
Critical software defects
Infrastructure failures
Licensing issues
Service reliability concerns
Compliance requirements
Emergency maintenance may occur without advance notice when immediate action is required to protect customers or system integrity.
6. Technical Support
Forex Royal AI provides technical support for customers with valid product licenses.
Support may include assistance with:
Installation
License activation
Product configuration
Software updates
Basic troubleshooting
Compatibility guidance
General product usage
Support is provided through the communication channels published on our website.
Support is intended to assist with our products and services and does not include personalized trading advice or investment recommendations.
7. Support Hours
Our support team aims to respond to customer inquiries during normal business operations.
Support availability may vary depending on:
Public holidays
Team availability
Support volume
Severity of reported issues
Support requests submitted outside business hours will be reviewed as soon as reasonably possible.
8. Response Time Objectives
While response times cannot be guaranteed, our service objectives are:
| Priority | Example | Target Initial Response |
|---|---|---|
| Critical | License system unavailable, activation failures affecting multiple users | Within 8 business hours |
| High | Product installation or activation issues preventing normal use | Within 1 business day |
| Medium | Feature questions, configuration assistance, non-critical software issues | Within 2 business days |
| Low | General inquiries, documentation requests, feedback, suggestions | Within 3 business days |
Response times represent our goals rather than guaranteed service commitments.
Complex issues may require additional investigation before a complete resolution can be provided.
9. Software Updates
Forex Royal AI continuously improves its products through software updates.
Updates may include:
Security improvements
Bug fixes
Performance optimizations
Compatibility improvements
User experience enhancements
Feature additions
Some updates may require users to install a newer version of the software.
Customers are responsible for keeping their software reasonably up to date to ensure compatibility and security.
10. Incident Management
When service disruptions occur, Forex Royal AI aims to:
Identify the issue.
Assess its impact.
Begin investigation promptly.
Implement corrective actions where possible.
Restore affected services.
Review the incident to improve future reliability.
Not every issue can be resolved immediately, particularly where third-party systems are involved.
11. Customer Responsibilities
Customers play an important role in maintaining reliable service.
Customers are responsible for:
Maintaining accurate account information.
Protecting account credentials.
Installing supported software versions.
Using compatible MetaTrader platforms.
Maintaining stable internet connectivity.
Selecting a reliable broker.
Using appropriate VPS infrastructure when required.
Following installation instructions.
Reporting issues with sufficient detail.
Providing clear information helps us diagnose and resolve issues more efficiently.
12. Service Limitations
Forex Royal AI cannot guarantee uninterrupted operation in situations beyond our reasonable control.
Examples include:
Internet outages
Broker downtime
MetaTrader platform failures
VPS interruptions
Power failures
DNS issues
Cybersecurity incidents affecting third parties
Government restrictions
Force majeure events
Such events are outside the scope of this SLA.
13. Planned Improvements
We are committed to continuously improving our products and services through:
Infrastructure enhancements
Security improvements
Performance optimization
Customer feedback
Software modernization
Documentation updates
User experience improvements
Continuous improvement is a core part of our engineering philosophy.
14. Service Monitoring
To maintain service quality, Forex Royal AI may monitor operational metrics including:
Service availability
License server health
Website performance
Error rates
System reliability
Infrastructure capacity
Monitoring is performed to improve service quality, identify issues, and maintain platform stability.
Monitoring activities are conducted in accordance with our Privacy Policy.
15. Exclusions
This SLA does not cover:
Trading profitability
Trading performance
Financial outcomes
Strategy optimization for individual users
Third-party software support
Custom development
Broker-specific configuration beyond reasonable guidance
Customer hardware failures
Customer network issues
Support focuses on the operation of Forex Royal AI products and services.
16. Limitation of Service Commitments
The service objectives described in this SLA represent our operational targets.
They should not be interpreted as guarantees of uninterrupted availability or specific response times.
To the fullest extent permitted by applicable law, Forex Royal AI shall not be liable for indirect or consequential losses arising from temporary service interruptions, maintenance activities, delayed responses, or circumstances beyond our reasonable control.
17. Changes to This SLA
Forex Royal AI may update this Service Level Agreement to reflect improvements in our services, operational practices, or legal requirements.
The latest version will always be available on our website with a revised “Last Updated” date.
Continued use of our products or services after updates become effective constitutes acceptance of the revised SLA.
18. Contact Us
If you have questions regarding this Service Level Agreement or need technical assistance, please contact our support team using the contact information available on the Forex Royal AI website.
We are committed to providing professional, transparent, and responsive support while continuously improving the reliability, security, and performance of our products and services. Our goal is not only to resolve issues when they occur but also to build systems that help prevent them in the first place.