Breezell Service Level Agreement & Support Policy
1. Introduction
This Service Level Agreement and Support Policy (“Agreement”) applies to the Breezell AI-powered editor IDE, related cloud services, AI Agents, Skill Library, MCP communication layer, model integrations, and associated support services.
Breezell is designed for professional developers and enterprise engineering teams that demand precision, performance, and security. This Agreement defines Breezell’s service availability targets, support commitments, and responsibility boundaries to ensure reliable and sustainable service delivery.
2. Service Scope
Covered services include, but are not limited to:
- AI-assisted code editing, refactoring, and controlled modifications
- Intelligent code indexing and large-scale codebase analysis
- AI Agent and Skill Library execution and management
- MCP (Model Context Protocol) communication and tool integration
- Third-party LLM API orchestration
- Website and account-related online services
Excluded from this Agreement:
- Availability of third-party models or services configured by users
- Failures of VS Code itself or third-party extensions
- User-side environment, network, or infrastructure issues
3. Service Availability
3.1 Availability Target
Breezell targets 99.5% monthly service availability for core Breezell cloud services.
Availability excludes:
- Scheduled maintenance
- Force majeure events
- Outages caused by third-party dependencies
4. Maintenance and Updates
- Breezell may perform maintenance, upgrades, or security patches
- Planned maintenance will be communicated where reasonably practicable
- Emergency security updates may be applied without prior notice
5. Support Policy
5.1 Support Levels
Support offerings may include:
- Documentation, knowledge base, and community support
- Ticket-based professional or enterprise support
- Guidance on Agents, Skills, MCP, and architecture usage
Support levels depend on the applicable commercial agreement.
5.2 Target Response Times
| Severity | Description | Target Initial Response |
|---|---|---|
| Critical | Service outage or severe security risk | Within 1 business day |
| High | Core functionality degraded | Within 2 business days |
| Medium | Non-core issues | 3-5 business days |
| Low | Questions or feature requests | Best effort |
Response times do not guarantee resolution times.
6. Security and Responsibility Boundaries
- Breezell implements reasonable technical and organizational security measures
- All AI Agent, Skill, and database actions operate within explicit permission, traceability, and audit boundaries
- Users are responsible for safeguarding credentials and reviewing AI-generated outputs
Breezell is not responsible for:
- Business or production changes executed solely based on AI outputs
- Uncertainty or errors originating from third-party models
7. Fair Use and Service Limits
To protect service stability, Breezell may apply reasonable limits on usage, concurrency, or resources and restrict abusive or high-risk behavior.
8. Service Credits (If Applicable)
Unless otherwise agreed in writing, Breezell does not provide service credits beyond statutory requirements.
9. Force Majeure
Breezell shall not be liable for service interruptions caused by:
- Natural disasters, war, or terrorism
- Government actions or legal changes
- Large-scale network or cloud infrastructure failures
- Systemic outages of third-party models or platforms
10. Changes to This Agreement
Breezell may update this Agreement as required by business or legal developments. Material changes will be communicated through reasonable channels.