Service Level Agreement (SLA)

v1.0. Last updated: 23 June 2025

This Service Level Agreement ("SLA") outlines the service availability, support response times, and service credits applicable to the Dreem platform, provided by Dreem.ai ApS ("Dreem").

1. Scope

This SLA applies to all paid Dreem subscription plans (Free plans excluded), covering platform availability and standard support.

2. Service Commitment

Dreem commits to 99% monthly uptime for core platform services, excluding planned maintenance and force majeure events.

3. Maintenance

Planned Maintenance: We provide at least 48 hours' notice for scheduled maintenance.
Emergency Maintenance: May occur without prior notice to address urgent issues.

4. Third-Party Dependencies

Dreem relies on third-party services (e.g., OpenAI, Anthropic, AWS). Service disruptions caused by these providers are not included in Dreem's uptime calculation. Dreem is not liable for failures outside its control.

5. Service Credits

If Dreem fails to meet its uptime commitment, customers may request service credits:

Monthly Uptime	Credit
< 99% down to (inclusive) 98%	5% of monthly fee
< 98.0% down to (inclusive) 95.0%	10% of monthly fee
< 95.0%	20% of monthly fee

Requests must be made within 30 days of the incident. Credits are applied to future invoices only.

6. Support

Plan	Support Hours	Initial Response Time
Starter	Mon–Fri, 9:00–17:00 CET	Within 5 business days
Team	Mon–Fri, 9:00–17:00 CET	Within 1 business day
Pro / Enterprise	Mon–Fri, 8:00–20:00 CET	Within 4 business hours

Support is available via support@dreem.ai and in-app messaging.

7. Exclusions

This SLA does not apply to:

Free plan users
Beta or experimental features
Outages due to factors outside Dreem's control (e.g., Internet backbone issues, third-party service outages)
Customer-side issues (e.g., misconfiguration, unsupported browsers)

8. Changes to This SLA

We may update this SLA. Material changes will be announced via email or platform notification.

9. Contact

For SLA inquiries:

Dreem.ai ApS
Nupark 43
7500 Holstebro
Denmark
legal@dreem.ai

10. Version History

Version	Date	Key changes
1.0	23 Jun 2025	Initial publication

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