Service Level Agreement

This Service Level Agreement describes general availability, support, maintenance, and service-credit commitments for Achiral AI. If your order form or written agreement includes different SLA terms, that agreement controls.

Free plans, trials, beta features, experimental features, preview integrations, and customer-managed infrastructure are excluded unless a written agreement says otherwise.

For eligible paid production subscriptions, Achiral AI targets 99.9% monthly availability for the core hosted application, excluding scheduled maintenance, customer-side issues, third-party services, force majeure events, customer misuse, and other exclusions described below.

Custom infrastructure, dedicated deployments, and enterprise support commitments may be negotiated separately for sales-led plans.

Severity 1 means the production service is unavailable for substantially all users or there is confirmed active data loss. Target initial response: 1 business hour for eligible paid plans with priority support.

Severity 2 means a major production feature is unavailable or materially degraded with no reasonable workaround. Target initial response: 4 business hours for eligible paid plans with priority support.

Severity 3 means a partial degradation, non-critical defect, configuration issue, or support question. Target initial response: 1 business day.

Severity 4 means general questions, documentation requests, cosmetic issues, or feature requests. Target initial response: 2 business days.

We may perform scheduled maintenance to improve reliability, security, or performance. Where practical, we will provide advance notice for maintenance expected to materially affect availability.

Emergency maintenance may be performed without advance notice when needed to protect customers, data, infrastructure, or the Service.

Availability calculations exclude scheduled maintenance, emergency maintenance, customer systems, customer network or identity-provider issues, customer configuration errors, third-party service failures, force majeure events, abuse, security incidents caused by customer action, and use outside documented limits.

Availability commitments also exclude connectors or data sources controlled by third parties, customer-managed infrastructure, non-production environments, and features designated as alpha, beta, preview, experimental, or deprecated.

If Achiral AI fails to meet an applicable written availability commitment, the customer's sole and exclusive remedy is a service credit, when available under the applicable plan or order form.

To request review, an account administrator must contact [email protected] within 30 days after the affected month and include the organization name, affected dates, incident details, and relevant logs or screenshots.

Credits are applied to future invoices and are not cash refunds unless required by law or agreed in writing.

We may publish status updates, incident summaries, and remediation notes for material incidents. Enterprise customers may receive additional reporting if included in their written agreement.

Security incidents involving Customer Content are handled according to the Data Processing Policy and any applicable data processing agreement.

SLA questions and service-credit requests may be sent to [email protected]. Security reports may be sent to [email protected].