Service Level Agreement

This Service Level Agreement (SLA) describes the availability and support commitments AM8 provides for the platform. It forms part of your customer terms.

Availability commitment

AM8 does not yet publish a numeric uptime commitment, because we cannot yet measure one honestly. Independent uptime monitoring is being put in place. Until it is, a percentage here would be a number neither of us could check, and a service-credit clause attached to it would be unenforceable in both directions.

What we do operate today is an automated liveness check against the production API and the monitoring engine, running every four hours, which alerts us on failure. That is enough to detect a sustained outage. It is not enough to substantiate a 99.9%-class figure, whose entire monthly downtime budget is about 43 minutes, shorter than the gap between two of our checks. We would rather tell you that than print the number.

The support response times below are commitments we make now and hold now; they do not depend on uptime measurement. When independent monitoring is live, an availability commitment and its service credits will be published here and this section will say so.

Support response times

• Critical (platform unavailable): first response within 2 business hours.
• High (major feature degraded): first response within 1 business day.
• Normal (general questions): first response within 2 business days.

Maintenance and incidents

Planned maintenance is scheduled outside peak hours where possible. Incidents affecting availability are communicated by email to your workspace administrators. We do not currently operate a public status page; when we do, it will be linked here. We have removed the previous reference to one, because it pointed at an address that did not resolve.

Contact

Questions about this SLA? Contact support@am8-ai-governance.tech.