Service Level Agreement
What we commit, what we credit.
Version 1.0.0 · Effective 2026-05-04 · Last updated 2026-05-07 · Practitioner & Enterprise tiers
1. Uptime commitment
| Tier | Monthly Uptime Target | Credit Policy |
|---|---|---|
| Free / Pay-as-you-go | No SLA — best-effort only | None |
| Solo $19/mo | Best-effort (no contractual SLA) | None |
| Practitioner $79/mo | 99.9% (~43 minutes downtime/month) | See § 3 |
| Enterprise | 99.95% (negotiated, with custom credit schedule) | Per order form |
2. Uptime measurement
Uptime = (total minutes in month − downtime minutes) ÷ total minutes
Downtime = period during which the chat endpoint /api/v1/chat returns 5xx responses to >5% of requests for >5 consecutive minutes, measured by external probe.
3. Service credits (Practitioner — 99.9% target)
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| <99.9% and ≥99.0% | 10% |
| <99.0% and ≥97.0% | 25% |
| <97.0% and ≥95.0% | 40% |
| <95.0% | 50% (max) |
4. Claim procedure
Submit claims to support@adslaw.ai within 30 days of the SLA-violating month, with timestamps. Credits are applied to the next billing cycle.
5. Exclusions
- Scheduled maintenance (≤4 hours/month, announced ≥48 hours in advance)
- Force majeure (network providers, AWS region outages)
- Issues caused by Customer's misuse, third-party services, or DDoS
- Beta features (clearly labeled — currently: chat document upload for counsellor review · Risk Management product line)
6. Total cap
Service credits are the sole and exclusive remedy for SLA misses. Total credits in any month may not exceed 50% of that month's fee.
7. Status page
Real-time status: status.adslaw.ai (target launch: post-Phase-1).