Service Level Agreement
1. Introduction
This Service Level Agreement ("SLA") defines the availability commitments, performance standards, support response times, and remedies that Aureum Intelligence LLC ("we," "us," "our") provides to customers of our enterprise AI security platform (the "Services"). This SLA is incorporated into and subject to the Terms of Service.
2. Scope
This SLA applies to:
- The Aureum Intelligence cloud-hosted platform (API endpoints, web console, agent runtime)
- Managed infrastructure supporting customer AI agent deployments
- Authentication and identity services
This SLA does not apply to:
- Beta, preview, or early-access features
- Customer-managed on-premise deployments (covered by separate on-premise support terms)
- Third-party integrations or services not operated by Aureum
- Scheduled maintenance windows
- Free-tier or trial accounts
3. Platform Availability
3.1 Uptime Commitment
Aureum Intelligence commits to 99.9% monthly uptime for the production platform, measured as:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
3.2 Downtime Definition
"Downtime" means a period during which the core platform services (API, web console, agent runtime) are materially unavailable to the customer, as confirmed by our monitoring systems. Downtime does not include:
- Scheduled maintenance (see Section 4)
- Force majeure events
- Issues caused by customer systems, configurations, or third-party services
- Network issues outside of Aureum's control
- Degraded performance that does not constitute material unavailability
3.3 Service Credit Schedule
If monthly uptime falls below 99.9%, customers are eligible for service credits applied to future invoices:
| Monthly Uptime | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| 90.0% – 95.0% | 50% |
| Below 90.0% | 100% |
3.4 Credit Request Process
To receive service credits:
- Submit a written request to support@aureumintelligence.com within thirty (30) days of the downtime event
- Include the affected dates, times, and description of impact
- Credits will be verified against our monitoring data and applied within the next billing cycle
3.5 Credit Limitations
- Service credits are the sole and exclusive remedy for downtime
- Credits may not exceed 100% of the monthly fee for the affected service
- Credits are not transferable or redeemable for cash
- Credits do not apply if the customer is in breach of the Terms of Service or has overdue invoices
4. Scheduled Maintenance
4.1 Maintenance Windows
- Standard maintenance: Sundays, 2:00 AM – 6:00 AM EST
- Emergency maintenance: As needed for critical security patches or stability issues
4.2 Notification
- Standard maintenance: At least seventy-two (72) hours advance notice via email and platform dashboard
- Emergency maintenance: Best-effort advance notice; post-event notification within twenty-four (24) hours
4.3 Maintenance Practices
- Zero-downtime deployments are used whenever possible
- Maintenance windows that require downtime will not exceed four (4) hours per event
- Total scheduled maintenance downtime will not exceed eight (8) hours per calendar month
5. Support Response Times
5.1 Support Tiers
All customers receive Standard Support. Premium and Enterprise support are available as add-ons.
5.2 Severity Levels and Response Times
| Severity | Definition | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Critical (P1) | Platform unavailable; complete loss of service | 4 hours | 1 hour | 15 minutes |
| High (P2) | Major feature degraded; no workaround available | 8 hours | 4 hours | 1 hour |
| Medium (P3) | Feature impaired; workaround available | 1 business day | 8 hours | 4 hours |
| Low (P4) | General question or minor issue | 2 business days | 1 business day | 8 hours |
Response times are measured from when the support request is received to the first substantive response from the Aureum support team. Business hours are Monday–Friday, 9:00 AM – 6:00 PM EST, excluding U.S. federal holidays. Enterprise support provides 24/7 coverage for P1 and P2 issues.
5.3 Resolution Targets
Resolution targets are best-effort goals, not guaranteed commitments:
| Severity | Target Resolution Time |
|---|---|
| Critical (P1) | 4 hours |
| High (P2) | 1 business day |
| Medium (P3) | 5 business days |
| Low (P4) | 10 business days |
5.4 Escalation Path
If a support issue is not being resolved within the expected timeframe:
- Level 1: Support Engineer — initial triage and troubleshooting
- Level 2: Senior Engineer — deep technical investigation
- Level 3: Engineering Lead — cross-team coordination and priority escalation
- Level 4: VP of Engineering / CISO — executive escalation for critical impact
Customers may request escalation at any time by emailing escalations@aureumintelligence.com.
6. Performance Standards
6.1 API Response Times
Under normal operating conditions:
| Metric | Target |
|---|---|
| API p50 latency | < 200ms |
| API p95 latency | < 500ms |
| API p99 latency | < 1,000ms |
These targets apply to platform API endpoints (authentication, configuration, management). AI inference latency varies by model and workload and is not subject to these targets.
6.2 Data Durability
- Durability target: 99.999% for customer data stored in the platform
- Backup frequency: Real-time replication for critical data; daily backups for all other data
- Recovery Point Objective (RPO): 1 hour
- Recovery Time Objective (RTO): 4 hours
7. Monitoring and Reporting
7.1 Status Page
Aureum Intelligence maintains a public status page with real-time platform health. Customers may subscribe to incident notifications via email or webhook.
7.2 Monthly Reports
Enterprise customers receive monthly uptime and performance reports including:
- Platform availability percentage
- Incident summary and root cause analysis
- Support ticket metrics
- Performance trend data
8. Customer Responsibilities
To ensure optimal platform performance and support, customers are responsible for:
- Maintaining supported browser versions and client configurations
- Providing timely and accurate information when submitting support requests
- Designating authorized support contacts
- Following platform documentation and best practices
- Implementing recommended security configurations
9. SLA Exclusions
This SLA does not apply to outages or performance issues caused by:
- Customer actions or configurations that violate documentation or best practices
- Third-party services, networks, or software not operated by Aureum
- Denial-of-service attacks or other malicious third-party activity
- Features explicitly labeled as beta, preview, or experimental
- Requests that exceed documented API rate limits
10. Changes to This SLA
We may update this SLA with at least thirty (30) days' written notice. Changes will not reduce service commitments for the remainder of a customer's current contract term.
11. Contact Information
For SLA-related inquiries:
Aureum Intelligence LLC 5256 Bethel Reed Park, Suite 3 Columbus, Ohio 43220
- Support: support@aureumintelligence.com
- Escalations: escalations@aureumintelligence.com
- Sales: sales@aureumintelligence.com
This Service Level Agreement was last updated on March 11, 2026.