Enterprise Service Level and Support Schedule
Effective:March 3, 2026
This Enterprise Service Level and Support Schedule (the “Schedule”) applies to your use of the Mistral AI Products on Mistral AI's infrastructure during the term of the applicable agreement between enterprise customers (the “Customer” or “you”) and Mistral AI (the “Agreement”). It details the service level availability and support offered by Mistral AI with respect to the Mistral AI Products provided by Mistral AI to Customer under the Agreement.
1. Service Level Objective
Service Level Objective. During the term of the Agreement and subject to Section 3 (Exclusions), Mistral AI will provide the Covered Mistral AI Product with an objective of achieving the applicable Monthly Uptime Percentage, each as set out in the following table (the "Service Level Objective" or "SLO"):
| Covered Mistral AI Product | Monthly Uptime Percentage | ||
|---|---|---|---|
| Basic | Standard | Premium | |
| La Plateforme | >= 99.5% | 99.9% | 99.9% |
| Le Chat | >= 99.5% | 99.9% | 99.9% |
| Mistral Code | >= 99.5% | 99.9% | 99.9% |
“Monthly Uptime Percentage” means the total number of minutes in a month, minus the number of minutes of server-side downtime (only downtime periods of five minutes or more shall be taken into account) suffered in a month, divided by the total number of minutes in a month.
Reporting. Customer may access at all times a report on the availability of the Covered Mistral AI Product at https://status.mistral.ai/.
Service Credits. In the event of a failure by Mistral AI to meet the SLO during a particular calendar month, and subject to Customer’s compliance with its obligations under the Agreement, Customer shall be eligible to receive the following credits, as applicable (the “Service Credits”):
| Support Level | Monthly Uptime Percentage | Service Credit |
|---|---|---|
| Basic | 99.4% to 95% | 2% of the Monthly Fees |
| <95% | 5% of the Monthly Fees | |
| Standard | 99.8% to 99.5% | 2% of the Monthly Fees |
| 99.4% to 95% | 5% of the Monthly Fees | |
| <95% | 10% of the Monthly Fees | |
| Premium | 99.8% to 99.5% | 5% of the Monthly Fees |
| 99.4% to 95% | 10% of the Monthly Fees | |
| <95% | 20% of the Monthly Fees |
“Monthly Fees” means (a) in case of an annual payment, 1/12th of the Fees specified in the Agreement or (b) in case of a monthly payment, the Fees charged to Customer for the month during which the SLO failure occurred.
Service Credits requests. In order to receive any Service Credits, Customer must notify Mistral AI at support-ent@mistral.ai within thirty (30) days from the end of the calendar month during which Mistral AI failed to meet the SLO. Such notification must contain the date and time upon which the SLO failure occurred and Customer must also provide any additional information reasonably requested by Mistral AI relating to the SLO failure. If Customer does not provide notice and the requested information in accordance with the foregoing, the Customer forfeits its right to receive a Service Credit. The Service Credits are Customer’s sole and exclusive remedy and Mistral AI’s sole and entire obligation and liability in respect of any failure of Mistral AI to meet the SLO.
Service Credit Allocation and Limit. Service Credits will be provided as a monetary credit towards future use of the Covered Mistral AI Product and will be applied within sixty (60) days of the request for the Service Credit. If no further invoice is to be issued by Mistral AI to Customer under the Agreement, the Service Credit shall be provided through a reimbursement issued by Mistral AI Customer within ninety (90) days after the end of the affected month. The total amount of Service Credits issued by Mistral AI to Customer for any failure to meet the SLO in any applicable month shall not exceed 25% of the amount owed by Customer for the Covered Mistral AI Product that did not meet the SLO for that month.
2. Support
Definitions:
- “Initial Response Time” means the acknowledgment of receipt of Customer’s request.
- “Resolution Time” means a fix or a workaround to the Incident reported by Customer to restore the functionality of the Mistral AI Product.
Provision of Support Services. Mistral AI shall provide Customer with a support service to correct any error, malfunction, or anomaly encountered by Customer while using the Mistral AI Products (an “Incident”) subject to Section 3 (Exclusions). Any support request must be sent to the chatbot located at the bottom-right corner of the Help Center with a description of the Incident and all information required for Mistral AI to address the Incident.
Management of Incidents. If Customer reports to Mistral AI any Incident (the priority level determined by Mistral AI in its reasonable discretion), Mistral AI will respond to and address such reports as follows depending on the support offer subscribed by the Customer. Customer may indicate a priority level when reporting an Incident; however, the final priority level will be determined by Mistral AI in its sole discretion. If Customer frequently classifies Incidents as P1 inappropriately, Mistral AI reserves the right to suspend Customer’s access to the Mistral AI Products in accordance with the Agreement.
Basic
| Priority | Coverage period | Initial Response Time | Resolution Time |
|---|---|---|---|
| P1 |
20/24 hours Monday - Friday 🌍 Europe (CET): 9am–7pm | 11pm–9am 🇺🇸 US (EST): 3am–1pm | 5pm–3am 🇺🇸 US (PST): 12am–10am | 2pm–12am 🇸🇬 Singapore: 3pm–1am | 5am–3pm |
12 hours | 48 hours |
Mistral AI will use commercially reasonable efforts to resolve non P1 Incidents as soon as reasonably practicable.
Standard
| Priority | Coverage period | Initial Response Time | Resolution Time |
|---|---|---|---|
| P1 |
20/24 hours 7/7 days 🌍 Europe (CET): 9am–7pm | 11pm–9am 🇺🇸 US (EST): 3am–1pm | 5pm–3am 🇺🇸 US (PST): 12am–10am | 2pm–12am 🇸🇬 Singapore: 3pm–1am | 5am–3pm |
4 hours | 24 hours |
| P2 | 8 hours | 48 hours | |
| P3 - P4 | 12 hours | 7 days |
Premium
| Priority | Coverage period | Initial Response Time | Resolution Time |
|---|---|---|---|
| P1 |
20/24 hours 7/7 days 🌍 Europe (CET): 9am–7pm | 11pm–9am 🇺🇸 US (EST): 3am–1pm | 5pm–3am 🇺🇸 US (PST): 12am–10am | 2pm–12am 🇸🇬 Singapore: 3pm–1am | 5am–3pm |
2 hours | 12 hours |
| P2 | 6 hours | 24 hours | |
| P3 | 8 hours | 72 hours | |
| P4 | 12 hours | 6 days |
Priority levels
| P1 | Critical impact | The Mistral AI Product is unusable in production. | ||
| P2 | High impact | Major issue causing significant impact in production, on the Mistral AI Product or multiple End-Users. | ||
| P3 | Medium impact | Minor issue causing minimal impact in production on the Mistral AI Product or the End-User. | ||
| P4 | Low impact | Feedback or general request. | ||
3. Exclusions
Mistral AI will have no obligations under this Schedule for any:
- Features or Mistral AI Products designated as alpha or beta;
- Features or Mistral AI Products provided by a third-party;
- Incidents caused by factors beyond Mistral AI's reasonable control;
- Incidents resulting from Customer's software or hardware, or third-party software or hardware;
- Incidents resulting from Customer’s breach of the Agreement; or
- Incidents resulting from a modification of the Mistral AI Products by any party other than Mistral AI; or
- For SLO, any downtime that is planned maintenance where Customer has been provided advance notice; or
- For Support, any incidents relating to Output inaccuracies.
4. Updates
Mistral AI reserves the right to update this Schedule at any time.
If a change to this Schedule has a material adverse impact on Customer, then Customer may object to the change by notifying Mistral AI within 30 days after Mistral AI provides notice.
If Customer notifies Mistral AI as described above, then Customer will remain governed by the Schedule in effect immediately before the change until the earlier of: (i) the end of the then-current Order Form Term; or (ii) 12 months after the notice was given.