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Service Level Agreement

Effective September 8, 2026 · Version 2026-09-08

This SLA applies to paid production subscriptions of AI Assurance Hub provided by AI Assurance Hub LLC. It does not apply to the public demo, free evaluation workspaces, beta features, or unpaid accounts.

1. Availability target

We target 99.5% monthly uptime for the production web application, measured as successful responses to our public health endpoint from our monitoring, excluding the events in section 2.

2. Exclusions

  • Scheduled maintenance announced at least 24 hours in advance (or shorter for urgent security patches);
  • Failures of your network, IdP, Jira, Slack, Stripe, or other third parties;
  • Your misconfiguration, exhausted plan limits, suspended accounts, or invalid credentials;
  • Force majeure, including widespread cloud-provider or internet failures;
  • Features marked beta, preview, or demo;
  • The in-app copilot and any third-party model API.

3. Credits

If monthly uptime falls below the target, you may request a service credit on the next invoice, as a percentage of that month’s subscription fees for the affected tenant:

  • Below 99.5% but at least 99.0%: 5% credit;
  • Below 99.0% but at least 95.0%: 10% credit;
  • Below 95.0%: 25% credit.

Credits are the sole remedy for availability failures. They are not cash refunds, do not stack above 25% of that month’s fees, and expire if unused on the following invoice. Request a credit within 30 days of the month’s end at [email protected].

4. Support

Paid plans receive email support during US business hours (Mountain Time), Monday–Friday excluding US federal holidays. We do not commit to a numbered response-time SLA in this document; Enterprise customers may agree a separate support schedule in writing.

5. Status

Current operational status is published at /status.